ICM server cannot connect to the VoIP gateway 

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Description

If the ICM process on the ICM server is not able to connect to the VoIP gateay, it displays the message Connection failed, will try again in 10 seconds in the Internet Call Manager window. customers are not able to place calls unless the Phantom Call feature is used for text chat.

This connection may fail due to administration or LAN problems, or because the gateway is not in service. The ICM process periodically attempts to reestablish the connection.

Action

1. If there have been administration changes to the gateway or ICM server, then verify that the administration information is correct:

   • If the gateway is an ITG, refer to the Internet Telephony Gateway Technical Reference Issue 2 (555-027-212) document.

   • If the gateway is an IP600, refer to the Maintenance for DEFINITY ONE Communications System Release 9 and Avaya IP600 Internet Protocol Communications Server, Issue 4 (555�233�111) document.

   • Examine the CTI Administration Web page at http://{icm_server_name}/icmadmin and verify that all the IP Address fields have valid entries.

   • Verify that the components can communicate across the network. Any firewalls or routers must be administered to allow these components to communicate through the administered port number. Refer to specific router or firewall documentation to verify this functionality.

     If applicable, in the systemParms.txt file, verify that the ITGPort, GW#, and GWISITG#= �yes� parameters have the correct number suffix (that is, ITGPort1, GW1, and GWISITG1= �yes� for a single ITG server environment). In a multi-ITG server environment, there must be one ITGPort, GW#, and GWISITG#= �yes parameter combination for each ITG server. For example:

     • ITGPort1, GW1, and GWISITG1= �yes��for the first ITG server

     • ITGPort2, GW2, and GWISITG2= �yes�� for the second ITG server

     • ITGPort3, GW3, and GWISITG3= �yes��for the third ITG server.

2. If gateway is an ITG, and the connection has been working but has recently gone down, then do the following:

   • Verify that the ITG is in service by entering the showstatus command on the console. It should show a system state of IS. If the ITG is not in service, then follow standard procedures to bring it into service.

   • Verify that the components can communicate with each other across the network by pinging each component.