Avaya Cloud Office J179/JEM Issue

[Nortel4Ever]

I just turned up an ACO yesterday that includes a reception station and back-up reception station both with J179 and a single JEM on each J179. Call is answered, Transfer soft key is pressed, User button on the JEM is selected, all of the sudden the 8 positions on the J179 main display are populated with copies of 8 user buttons from the JEM including the user button that was initially selected on the JEM. The Now soft key is pressed to complete the transfer, the call goes through. The J179 is now idle with 8 User buttons on the main page of the J179. To return the J179 to its normal display the Home (phone icon) button has to be pressed after each transfer.
Something is obviously wrong here.

 

[Swiney52]

For some reason I have found by default a lot of times there are a bunch of extra primary line appearances.
Go to users-> Device & Numbers -> Presence and then remove all the primary line appearances that you don’t need. The extra one’s usually start around button 15. This should take care of the issue

 

[Nortel4Ever]

That is not the problem, all of those duplicate primary line appearances were removed when the system was first being programmed.

 

[Swiney52]

I think I misread the issue. I thought you said it was showing the primary line of the extension 8 times but now that I read it again I see it is showing the same buttons on the main screen as on the JEM.
I think the J159 does this as well. When you do a transfer and press a user button in the secondary screen it populates the main screen with the same buttons that are on the secondary screen until you press home or start another call. I don’t remember noticing this on the couple of J179s with JEMs I have deployed. I can try it out the next time I am on site where we have the J179s deployed.

 

[Shaun E]

These sets do the same thing on Aura too and it's quite frustrating:

J179 Display question - Avaya: CM/Aura (Definity)

When answering a bridged appearance from the secondary display, it pops up to the main display and the keys on top remain focused on the bridged keys. In order to get the main call appearances back, the phone/exit button has to be pressed. Is there any way to have the set do this automatically...

www.tek-tips.com

I never found a fix for it but would love to know if the behaviour can be changed.

 

[Nortel4Ever]

I opened a ticket with Avaya about this and they said the Presence buttons populating the main display are operating normally and this is "design intent". I argued that a J179/JEM does not operate this way on an IP Office and that this behaviour detracts from the user's experience as the user has to press the Home (phone icon) button after each transfer to restore the phone's main display. This was their response:


The Avaya Cloud Office uses these phones with an Open SIP firmware, and they are behaving as intended. The main screen is staying on the focus of the active button until the home button is pushed. When a new call comes in, the screen will jump to the new active button.

The IP Office uses a proprietary SIP that has different capabilities for the phones button handling, so would not be the same as the Avaya Cloud Office.

The next step is to open a ticket with the Avaya Endpoints team via PEA (Product Escalation Activity).

There is a setting on the phone that will revert the screen back to home when idle, but the timer is in minutes:


I think this is accessed through the phone's web admin, but I have not had a chance to look at that yet.

I have asked that a ticket is opened with the Avaya Endpoints team, and they have said that they will do that and will keep me informed.