IP Phone Voice Path Issues

[Reynolds723]

We have a mix of IP phones and callmasters on site and have an issue on IP phones only where when agents open up a second line to transfer calls outside the building and dial the number they get silence from the far end. We have also had the instance where an agent tried to go back and speak to the customer on line A and got silence there too.

When this issue occurs if the agent hits the line button for the line that is causing the issue or puts the call on hold for a few seconds and then goes back to that line the voice path is back again.

We have 8720's and G650's and run an IP connect using TN2602 Medpro's. I have checked things like speed and duplex settings on the cards and the network switches.

This is not a constant fault, it happens intermittently and is obviously causing issues for some departments as their AHT is increased.

Can someone help?

 

[simreal]

This problem is most likely a result of a bad MedPro board. I would make several test calls and status the station on each call. log the clan, trunk port, and medpro port for each call and if the call was a success or not.

You will likely see that the no audio issue occurs when the system tries to use a specific board. You may also notice that the same board sometime succeeds but this simply means that it's only one or a few (not all) DSP banks on the board that are a problem.

I have reset medpro boards to fix this issue but it always came back after a while.

 

[calhoony]

Have you checked you DSP usage?

List measurement ip dsp

maybe you are running out of dsp resources during peak times.

 

[voippbx]

You still having this issue? I have a S8500 G700's and have the same one way audio that hold/unhold fixes?

Any input is appreciated.

 

[Reynolds723]

yes, still an issue, although I have been off for a few weeks and haven't tested simreals sugestion

 

[phoneguy55]

Software version and load would be helpful.

 

[Reynolds723]

Version I am on is R013x.01.4.642.1 with patch 13743

 

[definityandcmuk]

patch 14881 is available for CM3.1.4 I would get this installed

 

[Reynolds723]

Thanks definityandcmuk, Yes I know about that one, we are limited to certain maintenace periods by our clients, the patch is going in Thursday next week, there's also a security patch released yesterday apparently that we're putting in at the same time

 

[definityandcmuk]

also try a status media-processor board xxxx for each of your medpros see if all the DSPs are in service

 

[Reynolds723]

Yes, all active and standby DSP's are in service and no errors reported on board

 

[cfayard1853]

I had something similar at a client site a while back. Users in on a Port Network would call a media-gateway and intermittently get one-way or no audio. It ended up being a bad gateway on one of the Medpro Cards. They had 2 in that port network.
By doing a status station on the call, you could see the Medpro losing packets. May not be your issue, but it's something to check.

 

[Toni269]

I've got 3 G700's S8300 Version 4.1 with remote IP Agent Version 7 having issues, (agents they can't hear the incoming caller). I'm looking for help in reading my DSP-Resources report: (The columns not listed below were all zero's)

IP DSP RESOURCE HOURLY REPORT

Meas DSP DSP Usage In Reg
Hour Region Rscs (Erl) Peg
1000 1 192 18.5 619
900 1 192 15.9 585
800 1 192 13.2 488
700 1 192 8.6 288
600 1 192 5.4 103
500 1 192 1.7 40
400 1 192 1.1 4
300 1 192 1.0 4
200 1 192 1.0 0
100 1 192 1.0 5
0 1 192 1.1 9
2300 1 192 1.2 32
2200 1 192 1.2 9
2100 1 192 1.1 16

 

[DoMyOwnStunts]

I was fascinated to find this thread here. We have a very similar problem. VPN users and also users of 4620 with the VPN firmware can only get 1/2 the talk path. But if one end or the other presses some buttons on the keypad and generates some DTMF tones then the 2-way talk path opens. If the VPN/Softphone user dials our outside number, comes back in through the auto-attd and then dials an internal IP station, the call works fine. We can reproduce this behavior at will. Avaya has been dumbfounded.

 

[Toni269]

I found that the site I'm referring to had most of the phones registered on the DATA network, (with no voice QoS). I'm having that corrected as well as adding the new address onto the VPN access and will begin monitoring today. There are a HOST of issues at this site and I hope this will clear it up. If not we need to work together to find a solution. This site is CM 4.1, 9650's, 4610's & IP Agent Version 7.

 

[Reynolds723]

Toni my site is the same and we are addressing the issue of seperate VLAN's and QOS for voice traffic end to end. Everything from a switch perspective looks fine, latest patches, firmware etc. The client has been made aware of avaya's stance on this and are working to resolve. I would be very interested to see your results so please keep me updated.

Kind Regards

Craig