audio problems with ip-softphone

[giuseppeconte]

Hi,

Since some months, some agents had begun to work at home.

Agents use a vpn to interface with company lan and use ip-softphone to call our customers.

But for some of them we have some problems: in particular the agents with sound card “HD realtek” during the conversation cannot listen the customers and customers cannot listen them.
We had changed and updated sound device drivers but always nothing.
Our softphone are updated to last release 5.2.4.

yesterday i found this product support notice

http://support.avaya.com/japple/css...documentID=294027&temp.selectedRelease=195178

but i don't understand where i can download this patch..
anyone can help me and attachs a link where can i download this patch?

Thanks

 

[chuck14]

Is the remote agents using Check Point FW as their VPN client? This is a known bug with the client not passing the audio session.

 

[giuseppeconte]

We are using a cisco vpn client with firewall cisco asa.
But it's strange.. the problem is only with agents with sound card HD.This problem disappears with others sound cards.
any advice for the marked download in product support notice?
thanks

 

[matthewk24]

The product support notice says that you can get the patch from Avaya Tier 4. I would guess that means that you need to call Avaya to get the patch.