AC-Win V4.0 Lag Upon Call Receipt

[donb01]

Is there anybody out there using AC-Win 4.0, on an HP4K V6 or newer that has an issue where an incoming call is received and the operator hits Enter to connect to the call and then there is 5 to 30 seconds of silence before there is a click and the caller is connected? We have HP4K V7, and we have been having this problem with 4 different consoles at 4 different sites since day 1. We have tried setting up AC-Win for Layer 3 tagging and QoS, setting the PC Port for tagging and VLan (Windows 7 Pro), hard coding the network switch port and the PC LAN card to 100 Mbps Full Duplex (no Autonegotiate). We are using a Plantronics M-22 headset amplifier connected to the PC via an RJ11 to dual 1/8" mono adapter cable, and a standard HW251 Plantronics headset which is on the Siemens Happy List. There is a lot of corporate frustration going on right now because I'm a telcom guy with limited network skills so I can't troubleshoot much, our IT folk have livited skills as far as QoS and VOIP networking skills, the Service Tech is clueless, nd there is also a network engineer involved but he doesn't know the software.

I'm wondering if anybody has had this Lag sitation and resolved it, or came up with some kind of decent workaround? We have customers hanging up before their call conencts, and then they call back angry and the call goes right through, etc....

 

[sbcsu]

If this is an ACWinIP try connecting it directly into an STMI card to see if the problem follows.

Set you card at 100 MB FDX

If all OK well then network issue, if not OK then HiPath issue.

I have never experienced that lag issue.

 

[donb01]

In one of those brilliant ideas you get in the shower moments I decided to take a cheap USB "blackwire" headset and drop it on the console at one of my worst sites for testing purposes. Supposedly from the time I installed it around noon yesterday until when I left around 5 they have had no problems. I will wait to see what today brings, and then try them at other sites. I found out that Plantronics has a DA-45 USB to Headset converter that will take the QD style headsets they all use. With any luck that will solve the problem. I am assuming now, unless problems reappear, that this problem has something to do with the sound card drivers, or how Windows or AC-Win (2Q) interacts with the sound board. I was already having problems with the M-22s sucking batteries down and was planning to put AC-Adapters on them, but this will be even better because it will eliminate those amplifiers completely.

 

[sbcsu]

Very good.
Please let us know how you get on.
The USB devices on busy Operator consoles are always needing repair/replacement.