D5 – error message – workstation not accessible by telephone
A D5 message means that your workstation was not accessible by telephone.
This, in turn, can have different causes depending on the work-desk settings in STUCC.
STUCC supports browser telephony, the integration of a softphone or a normal telephone. Find below what you can check depending on what type of telephony you are working with.
You get the D5 message while you are trying to make a call through the browser.
1. Check your browser
First, make sure you always use the latest version of Google Chrome or Firefox. Other browsers are not suitable for browser telephony.
If a D5 message occurs, the following actions can resolve the problem.:
- Clear the browser cache (delete cookies and offline data in the browser)
- Close the browser
- Open the browser again without logging in to STUCC and clear the browser cache again (to make sure that all remaining data from STUCC has been removed from the browser cache)
- Close the browser again
- Open browser and log into STUCC and keep working
2. Try the alternative browser
If this is not successful, it may be that your browser configuration has been modified to cause problems. Just try the other of the two browsers - Chrome or Firefox.
3. Check if the reason could be your firewall
It is usually a firewall, which prevents calling from the browser.
To check this, temporarily turn the firewall off for testing purposes and make a call via STUCC. Please do this only to test whether the firewall is really the cause.
Adjust your firewall accordingly, and then reactivate it. Please find here how to proceed.
Please remember that a firewall might not only be active on your workstation but also on your router.
If, in the past, the firewall did not block phone calls via the browser (so it still worked yesterday, for example), please remember that Windows automatically installs automatic updates at specific times, which can also reactivate basic settings of the Windows firewall. Usually this regular update of Windows takes place on the second Tuesday of the month.
Please check if such an update has changed the firewall settings on your workstation.
4. Check if your microphone is activated.
Another reason for the occurrence of a D5 message when making a call through the browser may be if you have answered the message "This web page wants to use your microphone" with "no". Your microphone has to be activated in the browser for browser calling.
You receive the D5 message and have integrated the workstation into STUCC via a SIP account.
If you use a SIP account under Workstations, make sure that exactly this SIP account is accessible directly under the URL stored in STUCC.
You can check this by calling exactly the URL entered in STUCC's workspace settings on another workstation in your SIP client (usually a software phone).
- Suppose you have the SIP URI "4528erfq49825@ippi.fr" stored in the work desk settings in STUCC.STUCC
- Now, for testing purposes, take another SIP telephone, maybe even at another work station and call exactly this SIP URI (thus "SIP:4528erfq49825@ippi.fr")
- If the called work station is activated, operation in STUCC is possible, and there should be no D5 message. If they do not accept the call on the work station, there is a D5 message.
You get the D5 message and have the work station in STUCC integrated over the telephone network.
If you have configured the STUCC workspace to use the "telephone network", we recommend you to test that the setup is working correctly by calling the telephone number configured in STUCC for this workplace with an external phone, e.g. your mobile phone. If you receive the call at the work station, it is accessible and ready to be used in STUCC.
Please note that this number must always be stored in the E164 format without any prefix. Assuming your work place is reachable under the phone number 03045678924755, then in STUCC 493045678924755 must be stored in the work station configuration.
If you do not accept the call on the workstation, there is also a D5 message.