Avaya phones time

[redyps90210]

Hi,

Sorry if there's already a thread for this topic.

We are using Avaya IP phones (9608 models) on several call centers. However on one site, the phone's time is 1-2 minutes behind. As far as I know the phones get the time from the Avaya CM and shouldn't differ from the other sites.

We already tried rebooting the affected phones but after some time issue comes back again. Any idea where else can we check? I'm suspecting that this might be a latency issue but I have no data to backup my theory.

Any help? Thanks in advance!

 

[intrigrant]

Does it really matter? if it is the same time on all phones on that site no-one can see it differs 2 minutes from a site across the country do they?

 

[redyps90210]

It's necessary for the agent's timekeeping & attendance whenever they login and logout on the phones.

 

[sizbut]

What, so they log in and log out 2 minutes early (or late) and your world will collapse! Your not from Amazon are you?

Stuck in a never ending cycle of file copying.

 

[redyps90210]

It's an Operation rules or policy so I can't give more explanation.

But can you share where the phones are getting their time? thanks

 

[intrigrant]

From the telephone system, usually the gateway they are connected with.
I read the word "CM" somewhere so I assume it is a Communication Manager, then it can be a local gateway like a G350 or something like that.
Maybe I am a dumb ass but if I login at 10:30 and logoff at 14:00 then the total time logged on is 3.5 hours or 210 minutes. If the clock runs two minutes late at 10:30 And it still does on 14:00 hours that the toatl time logged on is still the same is it? Even if the clock is off 16 minutes it won't make a difference.

 

[redyps90210]

Hi intigrant,

Yes it's a Communication Manager.

I think the problem is not on the time rendered but if the agent is late or not. Let's say the operation hours starts at 9am then the agent came at 8:59am but his phone is already showing 9:01am.

It's very rude right but that's our operation's policy.

 

[joe2938]

Best to submit this question to the CM forum

 

[intrigrant]

I understand that but do you really use the phone system for that? There are much better systems who can interact with the phone system and use the correct time.
I've done a number of callcenters and time stamping has always been done by special reporting software and not using the phone system time.

But nevertheless ask your installer to check the local gateway for that site, the time is two minutes off, it may be a hardware problem in the gateway.