9620 Xima, VMPro, "Agents can't answer calls"

[piethief]

This one is defeating me... so many hours spent pouring over logs. First let me start out by saying that this config was working for 2 years without issue. 90 9620 phones connected to IP500v2 running 7.0 on LAN1 and 2 48 port HP Procurve POE switches. LAN2 connected to data network with VMPro with call recording to XIMA. About 6 month ago system was down. The customer had created a loop on the HP switches and IP Office went down hard, blinking red lights. Recently having issues with agents being unable to answer calls. Phones ring, but when attempting to answer call moves to second line appearance. Oh by the way the calls are being transferred from auto attendant to a group with an overflow of 6 seconds in a cycle through several groups... and I have never witnessed...ever. Fun stuff eh?

So I have reconfigured the swicthes twice. First time turned on differential services, second time set up VLAN and forbid any other untagged VLAN. Upgraded to latest release. The absolutely mind boggling aspect to me is that rebooting the voicemail PC resolves for a week? Could this be the LAN interface on the IP 500? I am going to switch codec to g711 to limit processing, but I am not hopeful it will have an effect. Any input will be greatly appreciated.

 

[tlpeter]

You really need to run monitor traces and wait until it happens again.
Run debugview on the MVPro server and save those logs too.


BAZINGA!

I'm not insane, my mother had me tested!

 

[piethief]

I have been going through the monitor and vmdebug logs and seeing no problems. It just looks like agents don't answer the call. New revelations however... Windows updates was acting strange a little while back. They were turned off and the PC was still asking for a reboot to finish installing the updates it should not have been receiving. Also was informed about issues with some services not starting properly. Went through the PC events and found that reboots were being vetoed, then re-initiated by explorer on behalf of the user initiating the reboot. My current thinking is that this may be PC OS related. I have never seen it manifest like this, but in software anything is possible.

 

[intrigrant]

Avaya firmly recommends to have apps (VM Pro, PhoneManagr, SoftConsole, One-X Portal ) on LAN1 and IP Telephony on LAN2.
This is because LAN2 does not support all features used by the software, now or in the future.
This is not the problem but keep it in mind.
What OS is the PC running VM Pro, XP with SP3? I have had similar problem with a XP SP3 machine were updates were pending and waiting for a reboot but rebooting did not installed the updates so I removed the last updates and disabled auto updates ( which I do by default but IT guy disagree ). It is running without issues for two weeks now(fingers crossed).

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