Avaya Service Observance

[Slpayne]

I have 1 user that is attempting to service observe extensions and gets immediately disconnected. The user keeps trying and sometimes he is able to connect to the extensions. Any thoughts on this issue? No other users are experiencing this issue.

 

[dialtonebone]

What does a list trace show?

 

[Slpayne]

LIST TRACE

time data

11:18:09 TRACE STARTED 08/26/2021 CM Release String cold-01.0.890.0-26766
11:21:59 active station 53730 cid 0x28aa
11:21:59 G711MU ssff ps:20
rgn:1 [10.83.201.224]:17134
rgn:1 [10.100.10.136]:6078
11:22:02 dial 14855089
11:22:02 term station 55089 cid 0x28aa
11:22:03 add service observer station 53730 cid 0x2480
11:22:03 G729 ssff ps:20
rgn:25 [172.17.50.154]:18442
rgn:1 [10.100.10.136]:6104
11:22:03 G711MU ssff ps:20
rgn:1 [10.82.204.58]:20554
rgn:1 [10.100.10.136]:6102
11:22:03 G711MU ssff ps:20
time data
rgn:1 [10.83.201.224]:17134
rgn:1 [10.100.10.136]:6106
11:22:04 idle station 53730 cid 0x2480
11:22:21 active station 53730 cid 0x28e7
11:22:21 G711MU ssff ps:20
rgn:1 [10.83.201.224]:17134
rgn:1 [10.100.10.136]:6166
11:22:25 dial 14855052
11:22:25 term station 55052 cid 0x28e7
11:22:26 add service observer station 53730 cid 0x23b7
11:22:26 G711MU ssff ps:20
rgn:1 [10.83.201.224]:17134
rgn:1 [10.100.10.108]:2078
11:22:26 G711MU ssff ps:20
rgn:1 [10.83.194.19]:28164
rgn:1 [10.100.10.108]:2084
11:22:26 G729 ssff ps:20
rgn:25 [172.17.50.151]:10976
rgn:1 [10.100.10.108]:2086
11:22:26 xoip options: fax:T38 modemff ttyff uid:0x5016b8
xoip ip: [10.100.10.108]:2086
11:22:26 idle station 53730 cid 0x23b7

 

[dialtonebone]

What if you traced from the observed phone also?
I would expect to see a denial here if it was COR based, but have you checked your COR observe settings?

 

[Slpayne]

I checked the CORs. The end user informed me that this was working. There are other Supervisor's with the same COR that can successfully Service Observe.

 

[Sean655]

Is the supervisor logged in as an agent when they're trying to observe? That can be easy to overlook but I imagine a denial would have shown up in the trace if that was true.
The only other thing I see is that it looks like one phone is in a different NR.
If you run a trace on a good service observe does it look similar?
Are all of the conditions the same (is the supv in the office or at home, is the agent at the office or at home)?