Remote Service Observe Issue

[ks923]

Hello All,

We have several locations and all service observing is done from our corporate office. All sites work great with the exception of one. It is a G3siV11, we are CM3.1. We service observe the remote location using the remote-access extension - once the barrier code, FAC and agent id is entered we are receiving the confirmation tone. However, we are basically getting dead air. Only one out of ten attempts is working.

Avaya is telling us to upgrade. We plan to, but not until 4th quarter.

Any help would be appreciated.

Thank you!

 

[PhoneGuyNJ]

Have you tried monitoring using the VDN number to see if you are getting calls that way?

(Of course Avaya is telling you to upgrade, thats what they tell everyone.. usually right after telling you to upgrade your firmware)

 

[ks923]

Due to the nature of our business (collections), we do not receive a large number of inbound calls, however, I did test that and the same thing is happening.

Yes, Avaya always advising that something needs to be upgraded I've had a problem and when support sees that a board is one version below current firmware, they will stop troubleshooting until the board is upgraded - even when it is only one version behind and the new version wasn't created to resolve an issue that I was experiencing.

Thanks for your response!