IP Agent 4 connection problems again

[avgindyguy]

Here was our task, setup some CSRs in a remote location so that they can use our CMS and switch to handle calls. But dont spend a lot of money. Our solution, install IP Agent and configure it for Telecommuter mode. Our switch is a G3R v11, and the location where the CSRs are located uses a Nortel system, which we do not maintain of course. Pretty simple setup and everything seems to be working well. Complaints are now being received, here is the problem. A couple of times per day they have to restart the software. It seems that the IP Agent software loses its connection to the IP address in our G3R and thus shuts down the software. They also stated that it also sometimes disconnects while they are on an ACD call as well. So here is my questions. First, anyone have suggestions on what could possibly be causing this problem? Our WAN is pretty stable and we have a point to point DS3 between the locations. The CSRs do not have static IP addresses. Second, is there a better solution out there from Avaya? Just let me know

 

[RTMCKEE]

we are having similar issues with IPagent. 1st thing id check is your revsion.. ours was a few behind. You can get the upgrage from support.avaya.com we have something like 4.0.1.19, and they are upto 4.0.2.29 or something. But one of the bug fixes had to do with disconnecting calls.

Our issue however looks to be more geared to the VPN tunnel... being a phone guy i know very little about the vpn, but it will continuously ask for a password (once an hour) sometimes the agents miss that request, and the vpn\firewall will drop the connection. we have some users with issues and others who dont, right now we are trying to standardize all the users on the same VPN rev, then we are going to monitor the issue.

Do you have users on the LAN using ip agent? and are they gtting dissconnected?

RTMCKEE

 

[RTMCKEE]

Does anyone know if IP agent will work with terminal server? that might keep the agent from getting knocked off evertime the VPN hicups?? Doesn't terminal server leave all your apps running even though your not connected?

Might be something to try.

RTMCKEE

 

[RTMCKEE]

Looks like you can run IP agent V5 over terminal services. Might be way more stable if your having VPN issues. (like me)

http://support.avaya.com/elmodocs2/ip_agent/IP_Agent_R5_FAQ.doc

RTMCKEE

 

[Rcotten]

We have had the same issues on IPAGENT v4. Getting the latest support pack from Avaya helped (SP2, I think?).

AHA (At home Agents) are still having issues with IPAgent droping them occasionally yet the VPN is still active. Not sure of exact problem yet. We are using cisco VPN 3.6 and 4.0.3, both VPN clients have had no effect on the issue.