Avaya VOIP issue/question

[Mark G]

Hi,

I have an odd issue that I would appreciate any assistance/guidance on. I have both a Production A and B Experience Portal environment. I set up a test number that gets me directly to either environment A (Ext. 3142) or environment B (Ext. 3142) when I dial those specific extensions. The issue is if I am physically at location A and I call either experience portal test station from my desk phone I get the speech server and the speech server responds to my speech commands. If my neighbor calls from her extension that, like me, is located at the same site as environment A the speech server does hear her speech responses. It does NOT work when she calls the speech server at location B. It is like she isn't even talking to the speech server since she cant even hear her own echo on the call (closed connection if you will). Most of my neighbors get the same poor results when they call the experience portal box that sits at the other location in town. IT does work when they call the local box that sits at their same location. They are built exactly the same as my station is. The ONLY thing that gets it to work for many of my neighbors is when we set "Direct IP-IP Audio Connections" to N (No). I do not have to adjust that for my station though. Also, when I call the Experience Portal test stations and run a trace I notice that I talk to the local media gateway and all I see is my phone IP and our switch and router IP and the Media Gateway IP talking. When they call and I trace I see their Phone IP and, the switch and router but I never see the gateway IP after the route like on my traces. It's like it is stuck at the router trying to get out to the Media Gateway. I have engaged Avaya but not too much progress has been made. I appreciate your time.

 

[Wanebo]

Codec mismatch due to differences in the network regions. If you are seeing the gateway on traces of your calls that means it's likely using a DSP at that gateway to transpose your calls from one codec to another.

 

[Mark G]

So, it is not a codec mismatch and the issue still persists. Using region #1 for example, I can place a call to the experience portal test number from one ext (ext. 1111) and it recognizes my speech but if I call EP from extension 2222(for example) it does not recognize my speech. When looking at traces I see that ext 1111 used the Avaya MG for the whole conversation. When ext 2222 calls I see the phone IP talking directly to the EP MPP's and it doesn't recognize the speech. Both stations are built exactly the same so I don't know why this is happening. Thoughts?

 

[kyle555]

On page 2 of the station form in the bottom right there's a field for allowing direct audio.

If 1111+2222 can talk to a gateway, and the gateway can talk to experience portal, and if 1111 has the 'direct IP audio' field at 'no' but 2222 at 'yes', then CM would tell 1111 to send audio to a gateway and 2222 direct to AAEP.
If 1111+2222 don't have routing to AAEP, then if either were to send audio to AAEP directly, it'd fall into a black hole.

Can you login the extensions on the different phones and see if the problem follows 1111/2222 or follows the device?

What about if you stat station 1111 and 2222? Are they seen by CM as being in the same network region? If so, then you'd expect media setup to be the same. If not, then you should be able to notice some differences that would cause 2222 to not be heard.

How do you get to Experience Portal? Does it have emulated H323 phones on CM or is it via SIP trunks? It wouldn't make a huge difference in terms of your problem, but it would provide the details of next steps if you wanted to see if audio was actually hitting the MPP.

 

[Mark G]

Thanks for the reply Kyle555. I should have added that with the extension that it doesn't work for- if they change "Direct IP audio" to N it works. I do not have to do that as it works for me (and others) with direct IP Audio set to Y.

 

[Mark G]

Another thing to note base on the pings below:

Pings from bldg. A (172.20.X.X) to Bldg B (where the EPM that we seem to have issues with resides):
Bldg B EPM: 172.20.X.1 – Failed
Bldg B MPP1: 172.20.X.2 – Passed
Bldg B MPP2: 172.20.X.3 – Passed
Bldg B MPP3: 172.20.X.4 – Passed
So, Bldg A to Bldg B only fails to 172.20.X.1


Pings from Bldg B (where EPM that we seem to have issues with resides)(172.20.XX.X) to Bldg A:
Bldg A EPM: 172.20.XX.1 – Failed
Bldg A MPP1: 172.20.XX.2 – Failed
Bldg A MPP2: 172.20.XX.3 – Failed
Bldg A MPP3: 172.20.XX.4 – Failed

Also, do these have to be on some list on the CM? Change IP-network map????

Thanks!

 

[kyle555]

You've got your answer then. It's a IP routing problem.

If setting direct audio to no fixes it, then that means phone subnet-->gateway subnet-->mpp = good but phone subnet-->mpp subnet is bad

 

[Mark G]

My thinking exactly but I am on the same subnet and it doesn't happen to me- ever.

For example my phone IP is 172.18.1.13 and my coworker's phone IP is 172.18.1.34

Mind boggling- at least to me.