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
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