Call Listen/Intrude Connecting Random Call - (Conference Licensing?)

[indefinitedrums]

Hello,

Recently received a request to setup call listen/intrusion.

Per the docs I did the following:

Added targeted users to a "Monitor" group
Disabled "Cannot be Intruded" on targeted users
Checked "Can Intrude" for the supervisor
Added "Monitor" group to the monitor group for the supervisor

When attempting to Call Listen (using the feature button; 9641G) I dial the target extension but it just joins me to a random call(not the target agent) and I can only hear the customer end(no agent voice).

In the docs it mentions that conference resources must be available and we have no specific conference licensing under the license section. Not sure where to go from here. Our vender basically said: ¯\_(ツ)_/¯

On IP Office 7.0 (23) using 9641Gs.

Thank you in advance for any help you might provide, I really appreciate it!

 

[gknight1]

I've used this several times per your steps and never had an issue.

Did you create a separate group just for monitoring, if not, that's where I would start?

Can you try it with a different phone type?

Have you tried it with another user?

What happens when you put in a targeted user as the action data of the Call Listen button?

 

[indefinitedrums]

>Did you create a separate group just for monitoring
Not initially, but when it did not function correctly I made a specific group for monitoring.

>Can you try it with a different phone type?
Unfortunately were 100% 9641Gs here.

>Have you tried it with another user?
I've only tried one supervisor but multiple agents. I'll try another supervisor.

>What happens when you put in a targeted user as the action data of the Call Listen button?
It still connects to a random convo.


What's very odd is that the display shows the correct people (agent, super + external number) but it's connected to an entirely different conversation. It's driving me nuts!

I really appreciate you taking the time to respond; thank you very much.

May I ask, do you have any specific conferencing licenses? We do not, but basic conferencing works without issue(we've only done one at a time).

 

[gknight1]

no, I might have voicemail pro at all the sites. do you have voicemail pro? not sure if its required without looking, just curious.

 

[amriddle01]

You need to compare what you're doing with what monitor says, that will reveal all

 

[indefinitedrums]

>do you have voicemail pro
No, only embedded unfortunately

I have still not been able to get this working correctly. It appears to just grab a random call and join the external end to the supervisor. Call intrusion is doing the same thing. I have a maintenance window scheduled for a reboot (just in case) but I'm not too hopeful. Looking through prev doc it appears at some point call listen was not supported on IP phones, but it looks like it's supported now. I've also disabled Direct Media Path.

>You need to compare what you're doing with what monitor says, that will reveal all

I have looked through the monitor but I cannot see anything that stands out. Is there something I should be looking for?

 

[rdoubrava]

Call intrusion and listen definitely works on IP phones.

 

[indefinitedrums]

>Call intrusion and listen definitely works on IP phones.

Thank you for the confirmation. It's working here, just not correctly atm

 

[nLeo]

Are you connecting to the Phones via TAPI?
Are you using single or Third Party? (CTI Link PRO)

I had a client with a similar issue and that was because the user on the TAPI was different...

Leo

 

[amriddle01]

Call listen works fine on IP phones, the type of phone used is not the issue here

 

[indefinitedrums]

>Call listen works fine on IP phones, the type of phone used is not the issue here

Definitely, per docs for 7.0 IP phones and Direct Media Paths were previously unsupported but was added quite some time ago(v4.1 I believe).

I was finally able to work in a maintenance window and rebooted IP Office... Call Listen is now working properly.

My best guess is that somehow conference resources were tied up and not allowing the listen/intrude feature to work as intended. Hopefully it is not an issue that creeps up occasionally.

I'm generally in the "reboots don't solve problems" camp but I was obviously wrong here. Very sorry if I wasted any contributors time. Thank you all again for your help. If anyone stumbles upon this post with a similar issue, please remember the first rule:

"Have you tried turning it off and on again?

 

[amriddle01]

First rule being..."It's Avaya, shit will happen"

 

[indefinitedrums]

>Hopefully it is not an issue that creeps up occasionally.

Well turns out that the issue does indeed creep up occasionally. Between 1 and 30 days Call Listen will stop working, and the only solution I've found so far is to reboot the IPO after hours. On the bright side it taught me that you can issue a curl request to IPO to reboot when free, so that's nice.

>First rule being..."It's Avaya, shit will happen"

Haha. I've dealt with many avaya... quirks before but once I got a working config I really haven't had to touch it much – until we implemented the Call Listen feature. I've rebooted more in the last few months than this hardware's entire lifetime previously. I guess it's time to move to 9.1(+). Here's to hoping it doesn't happen there.

 

[rdoubrava]

Upgrade the IPO to the latest version of 7.0
no license required go to 7.0.36

 

[indefinitedrums]

>Upgrade the IPO to the latest version of 7.0
>no license required go to 7.0.36

I neglected to mention that I did upgrade from 7.0.23 to 7.0.36 in June. Unfortunately it did not resolve the issue.

Last night we upgraded to 9.1.8.0172 and the Call Listen function will still randomly stop working. After a reboot it will work for a while but after some time the Listener will begin to only hear the remote end and eventually the Listener cannot hear either end and calls will get disconnected. Was very much hoping this would be corrected somewhere between 7.0->8.1->9.0->9.1 but this was not the case.

Any suggestions on what I should be looking for in the monitor or at least what items should be monitored to try and find the issue? Thank you so much in advance for any help.

 

[Westi]

If you have a digital phone (or analog if need be) try it from there and if that works you have a network bug that causes the voice to vanish.


Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[indefinitedrums]

@Westi - Great idea. I believe I do have a digital phone somewhere. The voice vanish happens on IP Phones (all 9641G) and while using a softphone.