IP Phone question/issue 1

[tone70]

Hello to all. I'm currently working on an issue of which I have a therory for what's causing the problem. I've had a few cases within the past two days of agents complaing that calls are not reaching their phones. We use 4621 sets for the agents phones. Upon looking at agent & phone profiles, I found that extensions this new batch were assigned were used previously as IP Agent extensions. Now, I'm thinking that because the switch still sees these as IPA, that's causing the issues. The service link numbers for each of them is still associated with each extension. I tried deleting & rebuilding but the service link number remains. Is there a way to reclaim these extension for use with hard phones? Using CM 5.2 and my apologies for being so long winded.

 

[whitfield77]

Try deleting the station, build an unrelated dummy station, then rebuild the original station. Then delete the dummy station.

Sounds odd, but I've had this fix weird station issues before. It's almost like if you delete, then immediately rebuild, it picks up some old info again. Adding a station in between clears it out.

Doesn't always work, but nothing to lose.

 

[4merAvaya]

If you take the IP Softphone mark off of the 1st page and change the MultiMedia Mode field on page 2 to 'basic' does it still try to establish a service link?

Kevin

 

[tone70]

4merAvaya, yes it does. I setup a trace on the station when I have the user attempt to login, and the switch sees it as an invalid set type.

I get this from the trace: "denial event 1927: IP RRJ-Invld station type endpt 0.0.0.219 data0:0x"

It won't allow it on net as a regular IP set. Whitfield77, I'll give that a try as well.

 

[tone70]

witfield77, that worked. Now, I'd really like to know if the fact that while configured for IP Agent, were the call issues caused by the service link number being there. My theory(flawed I'm sure) is that the call didn't know where to terminate exactly, either to the hard phone or the softphone. That's the final piece of the puzzle.

 

[whitfield77]

Glad it worked.

You're theory sounds decent to me. Part of the system (incorrectly) shows a service link, but yet the new station programming says IP Softphone is not allowed. System then denied registration?

 

[tone70]

Yes it did, which is puzzling as well...any ideas on that part?

 

[whitfield77]

Actually, Avaya suggested it to me on a station problem before. Something to do with forcing the rebuilt station to use a different internal identifier - UID I think he called it. If you just delete & immediately rebuild, it grabs the same UID it already had, which may be corrupt in some manner.

Chris

 

[tone70]

Hold the phone, just tried to login with it, and got the same results, it's still looking for the service link number...

 

[tone70]

Ok, I've finally gotten closure on my "issues". Apparently, this is a special "temporary" setup between two of our contact centers for a specific length of time. Not sure of hoe long the "temporary" setup is to be in place, but it would have been nice to have known about prior to this!! Thank you for your replies.

 

[whitfield77]

Got me curious now - what's the setup? Somebody still using those extensions for IP Agent & not tell you?

 

[tone70]

Basically it's this: Contact Center 'A' has 3-4 new skills that they currently don't have enough people to staff, so they ask people from CC 'B' to help them out until they can bring on more people. They decide to(God only knows why they did it this way)use IPA(sort of) to connect the folks from CC 'B' to CC 'A'. Now, they use the DID extensions of the B personnel as the service link numbers for IPA instead getting them IP sets and just connect to 'A' that way. Confused? So am I! But I'm still trying to figure out why I can't reclaim those extensions for a use on a hard phone.

 

[whitfield77]

Almost sounds like CC 'B' is still using the extensions that you're trying to reclaim. You're right though, something still doesn't add up.