Softconsole BLF's not updating

[Chedzz]

Hi Ladies and Gents

I have an IPO406 running 4.2.14 with Soft Console 4.2.11. BLF's are not updating to show the user as free when they clear down from a call. Any user that uses there handset is then shown continually as busy even after they have cleared down.

Here's the strange thing.....if I put one of these users into DND then the BLF updates to show this and then shows the user as free when I hang up. If I then take the user out of DND the BLF updates to show they are not in DND anymore but then doesn't clear and still shows them as busy after I have hung up.

Firewall can't be the issue or I wouldn't see any updates at all. It's a digital install so there are no VLAN's involved just the one LAN and single subnet.

Any clues?

Confused
UK

 

[amriddle01]

What's the busy wrap up timer set at?

ACS - IP Office Implement

"I'm just off to Hartlepool to buy some exploding trousers

 

[TomMills]

have you tried running the firewall batch file?

Never argue with an idiot. bystanders won't be able to tell the difference.

 

[Chedzz]

Wrap up timer is set to default (2 sec) and yes I've run the firewall batch file, but I would expect no updates to get through as all updates use the same port (unless I am mistaken)

 

[Westi]

is that happening after they have been paged via dial direct shortcode??

CQ39875

BLF status is erratic when using dial direct SC

4.2.11

SP_RELEASE_3Q09_4.2


1-Not Required

doesn't make much sense reading it here but that is the one Avaya told me when I opened a ticket with them for it.

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[Chedzz]

No this client doesn't use paging in any shape or fashion.

 

[Bas1234]

I think you have Mcafee running, stop all mcafee services then try agian.

___________________________________________
It works! Now if only I could remember what I did...
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[Belrick]

Try running ph man on the same pc. Same issue will then rule out a softconsole bug.
Try then softconsole on your laptop. If it works then its not an IPO issue.
ie. it is a firewall.

 

[Chedzz]

OK. Latest update. Phone Manager runs without incident on the same PC as the softconsole. All phone manager BLF's update as they should. Softconsole has been loaded 3 times on 3 different PC's. It works for about 10 minutes then stops updating to show extn status changing from "busy" to "available". All other updates work correctly i.e. DND icon, Diverted icon, VM messages icon etc. Only the change of status from busy to available doesn't happen.

Wireshark shows blf updates are being broadcast across the network from the IPO to the broadcast address and on port 50799. So the problem would seem to be the softconsole software.

All traces (monitor, softconsole debug and wireshark) have been sent off to Avaya. I'll let you know what they come back with.

Thanks for all the suggestions.

 

[Bas1234]

Try right click properties on the Softconsole icon, and add in the shortcode -debug

Had almost the same issue with a softconsole and with the
-debug option in the shortcode it runs without any problems.

I'm on the same version you are.

___________________________________________
It works! Now if only I could remember what I did...
___________________________________________

 

[fonedoc]

Did either of you ever get this resolved? I have had the same issue at one customer for a couple of months now.

Fonedoc

 

[HairySupportMonkey]

I find one or all of these steps could clear your issue.

1) Windows firewall - turn the bugger off completely.
2) Reboot switch - sometimes ports on the IP Office "hang" and Avaya use many ports and protocals. I think a lot of it is done via TFTP on port 69
3) delete the users profile for soft console. its normally found in Docs and settings / user / avaya - this can sometimes become corrupt. Make a note of all their speeddials etc first ;-)

 

[fonedoc]

I've done all of the above. We have WireShark traces running, Softconsole in -debug mode, new PC's the works. I honestly believe this is a network issue but we've got to prove it to the users.

Fonedoc

 

[HairySupportMonkey]

are they using roaming profiles in a domain?

 

[Chedzz]

Avaya have managed to replicate the problem and our distributor has 2 other cases (maybe you two?). Avaya have advised that they were not able to replicate the problem after they upgraded to 4.2.17.

So on Tuesday I informed the customer and they told me that softconsole had been running correctly all day on Tuesday. It also ran without incident yesterday as well and I HAVENT done the upgrade yet.............

So now I am completely confused as to what the problem was in the first place.

 

[teletechman]

I have the same problem across an SCN local ok remote all showing busy. Did you get this corrected?
Mike Dwyer

 

[Chedzz]

Well I didn't correct it but it simply went away. Softconsole has been running without problem since my last post. Something must have changed on the client network but I can't add any detail, sorry.

 

[teletechman]

I have this problem and have not been able to resolve it, also did you know that they broke -debug on the 4.2.xx versions(.4,.11) that I have been able to reproduce. This is killing my ability to monitor the issue for resolution.
Mike

 

[Chedzz]

I wasn't aware of that. -debug worked fine when my client had the softconsole problem and they were on 4.2.14

 

[teletechman]

I had a tech at Catalyst test it also and he could not get it to work, I know 4.2.19 and 4.2.24 didn't work for me.
Mike