Avaya 4620 - No file server address

[ihcc2uni]

I have one work at home user that has an Avaya 4620 phone. She has been working fine for a long time and suddenly when she logs into her phone it says discover and goes through 2 IP address (one of which is her Gatekeeper IP) and then says No file server address. The phone works fine when she isn't logged into it with her agent ID. It was on for two straight days (not logged in) and as soon as she logged into it, it gave that error. When she works at the office, her agent ID logs in a phone (6416D+) there fine without any issues.

I see on Avaya's site for this error message, it says to "administer the DHCP server with the proper address of the TFTP server". Can anyone assist me with how I complete that task or any other suggestions?

Thanks in advance.

 

[dialtonebone]

Look in the administrators guide for the 4600 series phones and you will see how to administer all the IP settings, including the TFTP/File Server. Look up the CRAFT procedures.

 

[ihcc2uni]

Thanks, I have found the guide online but do not see anything with CRAFT when searching. Any other suggestions?

I have found that it restarts after being logged in for about 15 minutes. Not sure why settings would drop after 15 minutes of working.

 

[wallot]

Your DHCP scope usually has an option 176 or 242 that tells the phone where the file server and CM gatekeeper(s) are. Looks something like "MCIPADD=xxx.xxx.xxx.xxx,HTTPSRVR=xxx.xxx.xxx.xxx" - this assumes you are using an http file server, it could be TFTPSRVR=xxx.xxx.xxx.xxx for a TFTP file server.

Though I don't have a 4620 in front of me, there is a menu on the phone that will show you what those settings are in the phone. The constant reboot is because it can't reach the CM and it is rebooting to try DHCP again. If you are seeing it cycle through other IP addresses as well, these were provided by CM the last time it registered with CM - survivable servers or, if you are using CLANs for gatekeepers, all or part of the CLANs

One possibility is, being the problem only happens when logging in as an agent, check your licenses. You can also do a list trace station XXXX and reboot the phone, then try to log in and see what the trace shows. If memory serves, you can add agents but can only log in as many at one time as you have licenses for.

Look at display system-parameters customer-options on the call center page for your agent licenses as well as display capacities last page for agent licenses.

See thread690-1339028 for one of the many references to accessing the craft menu on the IP phone.

 

[ihcc2uni]

Great, thanks so much!