Troubleshooting: Downloads and Tool issues in TMS

Troubleshooting: Downloads and Tool issues in TMS

Euphoria Advanced Softphone 

How to Authenticate the Euphoria Advanced Softphone or Agent Manager.

The Euphoria Agent Manager/Softphone app  makes use of the tms.euphoria.co.za and api.euphoria.co.za to authenticate.

These destinations should be unblocked on your network. The TMS and API both have two destinations, the DNS works in round robin fashion. It's wise to have both destinations for both services open as it could resolve to either.

 

tms.euphoria.co.za operates on port 443 TCP

Resolution:

tms-a.euphoria.co.za

41.79.37.34

tms-b.euphoria.co.za

41.79.37.44

 

api.euphoria.co.za operates on port 443 TCP

Resolution:

api-a.euphoria.co.za

41.79.37.39

api-b.euphoria.co.za

41.79.37.46



Why can't I make calls from my Euphoria Advanced Softphone (Agent Manager)?

I have an Internet Connection, but the Softphone Shows “Initialized’

A SIP account needs to be loaded onto the Softphone:

Step 1: Click on the settings wheel next to “Enter Number”.

Step 2:  Navigate to “Select Account” and select the relevant SIP Account for your extension.

Step 3: Once you have selected the account, the extension will register.



Register Failed on the Euphoria Advanced Softphone (Agent Manager)

  • There is a working Internet Connection, but you cannot PING api.euphoria.co.za or tms.euphoria.co.za  or the PBX.

  • The Agent Manager works with the TMS, if you cannot reach tms.euphoria.co.za or api.euphoria.co.za, your phone will not register.



Register Fail (503 DNS Timeout)

This means that your computer could not resolve the DNS through your Internet Connection.



Usually changing the DNS settings on your Router fixes this. Alternatively, if the customer’s PC is set to DHCP, changing it to a Static IP and DNS with the same IP Address, Gateway and Subnet Mask that the computer got via DHCP will work. Make sure that it is set to “Use the following DNS server addresses” and insert the settings as seen in the image below



After changing the DNS Settings on the PC, make sure to click “OK” to save the settings and then close and re-open the Agent Manager to see if it registers with the new settings.


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