Avaya IP Office 500v2a - Losing Audio on Station to Station Calling 2

[cjm8535]

Avaya IP Office 500v2a R11.0.4.8
Installed on 1/18/24 to replace an old IP Office 500 v2 R11
Running VoiceMail Pro R11 on a Dell Sever.
We are using Digital 1408 and 1416 Digital Phones
Issue: When placing internal station to station calls, the receiving party hears their Avaya desk phone ring, but when answering the call, is unable to hear the calling party calling from their Avaya desk phone. We have call recording turned on for each user extension to record internal calls that are captured in VoiceMail Pro. When we turn off call recording on each user station to test, the issue resolves. Please advise if you have experienced similar issues with this scenario. Thank you, CJM8535 My e-mail address is cjm8535@gmail.com

 

[Westi]

Is it mandatory recording or just set to normal ON ?

if it is mandatory there may be no channel available at the time.

Of course if the problem exists on every internal call even if all voicemail channels are available then this point is moot.

Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/

 

[cjm8535]

Recording is just set to normal “ON” for all Avaya digital Station Users and set to record “Internal” calls only. We have 4 channels for VoiceMail Pro. We checked utilization during the test calls where audio fails between station users and the utilization is only at 25%. When we turn recording off, we have no problem with internal station to station calling, i.e. calls do not lose audio. It seems to be related to “Conferencing”. When you call from one Avaya digital phone extension to another, the call is conferenced with VoiceMail Pro to start recording the call. That’s when we lose audio. Traces indicate the call is still active, but the during standard customer calls between the calling party and the called party, each thinks that the other can’t hear them, so they simply hang up.

 

[cjm8535]

According to a tech support specialist from one of the authorized Avaya Distributor, there is a “conference chip” located on the TDM Bus within the IPO 500v2a that may be defective and may be causing the loss of audio whenever an internal station to station call is attempting to be recorded in VoiceMail Pro, and/or whenever an Avaya digital station user is attempting to initiate a 3-way conference call. To test this theory, we had our customer initiate a conference call. They placed the initial call to the first party. They then pressed the Conference button on the their Avaya digital desk phone and dialed the 3rd party. The customer was able to speak clearly with the 3rd party. However, when the customer attempted to press the Conference button on his Avaya desk phone again to join himself and the other 2 participants, although the customer’s phone display read “Conference”, the audio was completely lost for all participants. Apparently because this “Conference chip” is a component within the Avaya 500v2a Control Unit itself, the entire Control Unit must be replaced. We can find no information in any Avaya user forums stating that this issue has been identified to date, so my colleagues and I want to bring this to the attention of the members of TekTips. It could save you many, many hours of time, and testing that this issue hss already cost my business partners and I.
Best of luck to you all. cjm8535

 

[snowman50]

That was detailed…thankyou

 

[cjm8535]

I wanted to provide as much specificity as possible so it was clear as to what led us to this probable resolution. We have been pulling our hair out since late January 2024. We installed the 500v2a on 1/18/24. No issues. One week later, we were called by the customer who reported a severe static issue on inbound calls to an extremely important user station that was twinned to a cell phone. The static subsided within a couple of hours. However, We believe that this was the genesis of the issue which is the “loss of audio”.