Incoming callers not heard

[zoomaster]

Hello, I have cs1000M r7.0 since Feb 2011. our call centre is reporting agents cannot hear callers but callers can hear agent. This is intermittent problem and I have 1 other report of same trouble with non acd phone. I suspect people are not reporting this problem because it is intermittent and for most people just a one-of trouble.

We found the SS elan link down June 28 and brought it up and incoming calls trouble went away but is now back on July 11th.
(elan link did not come up after SS card rebooted - nobody noticed for 2 weeks)

I have opened ticket with our maintenance provider but they are not on site yet. Anybody have ideas where to start?

 

[RyanEOD]

What type of Call Center? What kind of phones do they use?

 

[zoomaster]

CC6 using 3905 sets but it is also affecting a non acd set 2616

 

[trentsteenholdt1]

Zoomaster,

It sounds like you might have an known issue with Card 14 MGC that only allows for one-way speech. Typically they can hear you just fine, but you cant here them.

The work around temporarily is to disu 0 0 14 1 through to 31 in ld 32.

However Avaya have come out with a DSP patch and MGC patch to fix the problem, take a look at the below link. I believe its point 7 or 8 that points out the speech issue on Card 14.

http://support.avaya.com/css/P8/documents/100140267

Best to check as the current DSP and MGC versions. You'll need to log into the MGC directly to see this (it should have a ELAN IP for them). Just cross reference with the ones in the PDF. You'll probably be on something like 001 or 002 and not 004.

Cheers

Trent.

Trent Steenholdt

Systems Engineer
The University of Notre Dame Australia

-Great scott!