Reset/Clear not working on Avaya 5610SW IP Phone? 2

[bjuser]

K, so I can't get this phone to clear its settings... It is a 5610SW. I have tried the following which usually works.

Reboot phone, HOLD key + CLEAR + #
Reboot phone, HOLD key + RESET + #
Mute Key + CLEAR + #
Mute Key + RESET + #

All of these above have worked in the past. Strange why they aren't resetting this phone. And I do know the difference between RESET and CLEAR. The original reason I am trying to do a reset is because in Avaya SoftConsole, the user and this extension is showing "Logged Out". However, on the phone itself, they are logged in with the extension next to their name. Have tried logging out on the phone and logging back in... works fine but SoftConsole doesn't update. (main reason we need this is for front desk to forward calls, but can't if the user isn't logged in)

Any suggestions before I wipe out this extension all together and re-create the user + extension?

Thanks!

 

[amriddle01]

I would start looking at Soft Console and not the handset, that's where the issue is I'd say. Have you tried removing the user and adding again (in soft console)?


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[bjuser]

Bare with me as I just took over managing the Avaya system... But how do you remove someone from just Softconsole and simply re-add them? The directory in Softconsole is pulling from our IP Office directory. Doesn't appear to be a way to remove/add them in the SoftConsole.

Over the last 30 minutes I wiped out the extension, user, etc. in IP Office and recreated it.
Plugged phone back in, ran reset/clear just to make sure and guess what? It still is showing that user status is : Logged Off. Phone itself works fine, both calling externally and internally.

I then tried to program another phone, same extension, same problem.
No errors in IP office, and config merges fine.

Now I am really stumped.

Another other suggestions?

 

[tlpeter]

Did you restart the softconsole itself?

BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

Indeed, then try installing on another PC, I still think its a soft console issue, what does SSA show against the user?


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[bjuser]

Yes softconsole has been restarted many times.
SSA shows valid user with the extension and valid IP.
Delta Server shows agent status of IDLE for that extension which means it is up. (doesn't show up under LOGGED OFF status).
I installed softconsole on a different computer, fresh image... Still shows "Logged Off" status for that user.

K, so another test I did was create a new extension, one higher and program a phone with that. What do you know, login to softconsole with new test user and shows logged in fine.

The problem seems to be tied to that extension directly... is there any more cleanup I can do?

Here is how I am deleting it...
Delete User, Delete Extension, Save the configuration file (Merge Changes). Close IP Office Manager, re-open it.

The only other thing I can think of is doing a full reboot after deleting and then re-adding. But I would have to wait until after hours.

 

[holdmusic34]

Is user>receptionist ticked?

Receptionist: Default = Off. Release 6.0+.
This settings allows the user to use the SoftConsole application.

Kids, Kids, It's Avaya. You're both right.

 

[bjuser]

Yes, the Receptionist is already using SoftConsole fine for 60+ other extensions/users. So the user account logging into SoftConsole is fine.

 

[hairlessupportmonkey]

I could help myself
its "bear with me" not "bare with me"

easy to remember - bare = naked, bear as in bearing, or direction.

ACSS - SME
General Geek

 

[bjuser]

Lol, I saw that after I posted.... I knew someone would bring that up.

 

[hairlessupportmonkey]

ACSS - SME
General Geek

 

[amriddle01]

I think you need a power down reboot, if that fails I am guessing corrupt config


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

 

[bjuser]

Thanks everyone for the suggestions... I will probably try to do a power down reboot this weekend. Since she is a brand new employee I ended up just moving her to a new extension for now and so she is up and running now.

I have a feeling after I do a full reboot the problematic extension will work.

 

[NewNic]

Just to humor me, can you look on this suspect user and see if it is "Exclude from directory" in the user form

 

[bjuser]

No, Ex directory was not checked.