Extension / Agent ID problem

[expack]

We have IP phone setup in our office...Agents are logged into Ip phones and custmors are calling them through direct DID.
[Agent IDs are of DID range..]

For only onr agent we are getting some issue:
Few calls get cut-off after one ring..we have configured the voice mail on agent IDs...
After one ring agent not able to hear anything....

Troublshooting steps carried out so far:
1. we have assigned a new extension and agnet ID to user...
2. We have replaced the phone set as well...

On that same desk other agent not faced any issue...

display errors on that particular extension says:

Type 1537: An in-line maintenance error has generated an off-board warning due to
some problem with the link to the voice port. This can be ignored if there are no user
complaints. If the problem persists, replace the circuit pack (see Caution at the beginning of
this section). Once the problem is resolved, the alarm is retired after a certain period of time.

as next We are going to replace the phone cable and switch port ......

Kindly suggest your troublshoting steps to get this resolved ...

Thanks in advance ! ! !

 

[koglass]

Have you had another agent sit at that phone and log in to see if the same problem exists? Have you assigned a new Agent ID to the agent that is experienceing the problem to see if the problem still exists?

Try having another agent take calls from that phone first.

 

[SF0751]

Coverage path?

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”