Audio problem since upgrading to FP2 SP2 11.1.2.2.0 build 20

[tac84]

Here's a strange one....

I upgraded my home office to the latest release and I've just noticed that when dialling into the system, the inbound caller cannot hear Auto attendant greetings, voicemail greetings or internal ringing tones after an AA greeting plays.

Once you answer the call, audio works perfect both ways. For some reason, the inbound caller just can't hear a voicemail greeting play, AA Greeting play, or internal ring tones which you would hear after an AA announcement.

I have SIP trunks. As mentioned running the newly released R11.1 Feature Pack 2 Service Pack 2.

Has anyone noticed this issue?

To troubleshoot, I've tried calling into my own system using multiple different devices.

Note - Calling internally works absolutely fine (Extension to Extension). The problem only presents when calling into the system from the outside.

Keen to get some feedback before lodging a ticket with Avaya.

Thanks, Tim
Adelaide, Australia

 

[Okkie26]

Which type of voicemail? Embedded or VM pro?

 

[tac84]

@Okkie26 - Sorry mate I should have been more specific. Embedded.

I'm noticing a trend about audio on the other thread -

https://www.tek-tips.com/viewthread.cfm?qid=1814234

Glad I'm only running a home office. This would be a disaster for a small to medium size business.

Thanks, Tim
Adelaide, Australia

 

[Okkie26]

What the f*ck is Avaya testing before they release a new servoce pack?

What's going to be next? Not able to make a phonecall in SP3?

Okay, do the announcements work internally?

 

[critchey]

At this point it almost has to be intentional. Avaya seems to think if onprem is so bad you are forced to go hosted. My question to Avaya is why in the world would anyone get so sick of Avaya onprem they would switch to Avaya hosted? The answer is they wouldn't. If they go hosted they will find a non-Avaya solution.

It is kind of like cutting off the nose to spite the face...

The truth is just an excuse for lack of imagination.

 

[tac84]

@Okkie26 - yes, if calling from one Ext to another, all of the announcements work fine. It only impacts inbound calls from outside of the pabx.

I ended up opening a SR and Avaya want my config and monitor traces....In other words, they have no idea and need to patch it quickly.

@critchey - agree!

Thanks, Tim
Adelaide, Australia

 

[tac84]

OK you'll never believe this.

I received the below instructions from Avaya. The second I made the changes they asked for in SysMon ready to capture a trace, the problem resolved itself and is now working fine?

I've now tested multiple scenarios and the greetings are back to normal/working fine. I reported back to Avaya....




This was the email instructions from the SR Ticket:

"Hi Tim

Thank you for creating ticket with Avaya, my name is Cathy and I will support you on this ticket.
Calling internally ext to ext there is no problem with hearing
the voicemail or Auto attendant greeting, however external calls cannot hear any
system greeting

1, Please offer IPO configuration file and SSA snapshot.
2, Please describe issue call flow in details. May I know if there is SBC in between?

We need to collect logs after knowing the call flow of this issue.
e.g.
monitor trace (default all + SIP-verbose + call-embedded voicemail+ PC Voicemail all checked) covering making test and duplicating issue period.
voicemail verbose log, can set voicemail level on IPO 7071-settings-general-voicemail log level. Make test and collect logs on 7071-logs-download-logs-create archive-vmpro log.
SBC trace if requires."

Thanks, Tim
Adelaide, Australia