AVAYA Softphone VPN & TAPI Connection

[insight85]

Hi

I'm not very technical, so please be patient with me.

I have an Avaya IP500 & running Windows Server 2008 and TAPI with a Noetica call management software tool called Synthesys.

We have set up remote agents to answer calls. All set up ok and operational, however, the remote agents calls disconnect after exactly 31 seconds. If we "force" answer the call, there is no disconnection. We have tried to get answers from Avaya, but no joy. We have disabled firewalls, still no joy. Also, we don't seem to encounter the problem on systems running Vista, but we do on Windows 7?

Could it be a TAPI setting? Seems odd that the calls only disconnect when we allow them to "drop in" but do not disconnect if we "force" answer (or steal the call from a queue).

Any ideas will be gratefully received.

Thank you.

 

[hairlessupportmonkey]

perhaps its a bug with the softphone. what version of IPO are you using. have you tried running the latest softphone software?

ACSS - SME
General Geek

 

[insight85]

Thank you. We just recently upgraded to the very latest, I think its 8.??

We specifically upgraded as we were advised it has improved home based agent access and functionality!

Thanks for the consideration.