NO AUDIO on 4621 IP sets

[prflash]

I have come upon a situation that just has me totally frustrated. Hopefully somebody on this site has come across the issue.

Problem= I have 30-40 Call Center Reps at a remote site that are getting "ghost" calls. These Reps log into a Virtual machine through Remote desktop and use the Avaya CTI toolbar to log into the split/skills. We use Witness to record these reps and I hear the caller connecting to the reps phone but no audio. There is connection just no audio.
Rep does see Call Ani on the display.

I have tried to call a rep directly from my phone and I have connection but no audio. I call both the Agent ext and the 5 digit extension for the physical set and still no audio. Now when I activate SERV-OBSRV for that extension the AUDIO suddenly appears. If I de-activate Serv-Obsrv Audio is gone but still with a connection. Sometimes when I call a Rep it works but I also noticed that at that very moment Witness is recording that particular rep.

I have verified, checked and re-checked all the COR and COS and they all work. I even assigned my COR/COS which allows everything with the highest FRL of 7 Console permission, you name they got it. I made some changes to the Ip-Network-R 10 form as per Avaya but that did not solve the issue.

Here is what we have
Cm 5.1.2 88730
Avaya 4621 IP Phone firmware 2.8


One more very important item. We connect to this remote site via a Third party vendor. They use their own desktops on thier own network. I am not a Network person so I only understand part of the design.

Juan

 

[Gielo]

"In a Trusted QoS model"
Your problem could be one of a few things:
The UDP port ranges as defined in the ip-network region serving the phones is not allowed through your firewall.

"In a untrusted QoS model"
If the UDP port ranges are remapped by your network guys and this totally mismatch the UDP ports as defined in the network region then you will also only have siganlling and no speech in any direction

I do not know your setup, but if your are using different ip network regions, the mapping between them could be missing

 

[prflash]

Geilo,

Thanks. You were correct. That was part of the issue. I was unaware that since they are a third party vendor that they do not allow Phone to Phone communciations. During a recent install at another location our BP turned changed a parameter on the Network-Region-Form for the region that was having problems. They changed the Inter and Intra region ip-ip direct audio from no to yes. The firwall was blocking the ports. Once that was changed they still were getting ghost calls. I had to trace several stations while Serv-Obsrv to catch the ghost calls and print out the trace. Noticed they used the same MedPro. I did a campon-Busyout of the board and that solved the problem. So now I need to back out the bad board and insert a replacement.

Prflash