Hello All Experts! 
I'm facing a strange issue within one of my customers environment.
Avaya CM in version 6, IP Phones (mainly 1608 / 1616) Together with some ISDNs through G450 / G430 and even some G700 I guess and some SIP trunks.
Its a financial institution so I can't be connected to the internal network and internet together so can't provide more detailed info right now (but I can get it later on request). I have just started the investigation and still need to visit their site some time this week, so I would like to know where to start as I'm kinda lost here.
The problem:
External incoming calls are having this strange issues. When an external caller calls in to the system through one of the ISDN lines, the operator/agent pick up the phone, but he can hear some dialing tones for about 5 seconds while the external caller already speaks to the agent. After these five seconds, the agent can now properly hear the caller, the call isn't "robotic voice" nor it has any other quality issues after these 5 seconds of some dialing beeps. This happens mostly in the morning between 08:00 and 09:30 after that its usually OK. They say it was intermittent on some calls, but now its on all calls during the above mentioned time period.
I'm not a network guy, but I bet there are some network congestions at these times, but I don't know where to look for them (in terms of CM/GW traces) or what might create such delay and where are those dialing tones coming from at the first place.
Could you please advise where to look first? What might create those "after pickup tones" ?
What to check in the config of the CM / GW ?
What traces to use and what to look for?
I'll be happy to have something to look for before I visit the site.
Thanks for any ideas.
regards
Jou
I'm facing a strange issue within one of my customers environment.
Avaya CM in version 6, IP Phones (mainly 1608 / 1616) Together with some ISDNs through G450 / G430 and even some G700 I guess and some SIP trunks.
Its a financial institution so I can't be connected to the internal network and internet together so can't provide more detailed info right now (but I can get it later on request). I have just started the investigation and still need to visit their site some time this week, so I would like to know where to start as I'm kinda lost here.
The problem:
External incoming calls are having this strange issues. When an external caller calls in to the system through one of the ISDN lines, the operator/agent pick up the phone, but he can hear some dialing tones for about 5 seconds while the external caller already speaks to the agent. After these five seconds, the agent can now properly hear the caller, the call isn't "robotic voice" nor it has any other quality issues after these 5 seconds of some dialing beeps. This happens mostly in the morning between 08:00 and 09:30 after that its usually OK. They say it was intermittent on some calls, but now its on all calls during the above mentioned time period.
I'm not a network guy, but I bet there are some network congestions at these times, but I don't know where to look for them (in terms of CM/GW traces) or what might create such delay and where are those dialing tones coming from at the first place.
Could you please advise where to look first? What might create those "after pickup tones" ?
What to check in the config of the CM / GW ?
What traces to use and what to look for?
I'll be happy to have something to look for before I visit the site.
Thanks for any ideas.
regards
Jou
