Softconsole problem--F3 transfer to voicemail doesn't work after upgrade 1

[damascus9]

Hello, I just upgraded an IP500 V1 (5.0.18) to an IP500 V2 (9.1) and now the Softconsole has lost some of its features. I also upgraded the Softconsole from 4.2.36 to 9.1.300.3. Before the upgrade the receptionist was able to transfer a caller by pressing the F3 key, a window would pop up, he could put in an extension, and then could transfer the caller to voicemail. Now that feature is grayed out and is not available. Curiously, the F2 transfer feature IS available, so he can transfer the caller to the target extension and the call will cover to voicemail if not answered.

Here are some troubleshooting steps I performed: unplugged user's PC from a miniswitch that had other devices plugged into it, including a networked printer. I then connected the PC to a dedicated CAT5e data location. I also ran a batch file, AvayaFW.bat, which adds firewall exceptions to the PC.

The user's PC is somewhat underconfigured for Softconsole. Besides having Transfer-to-Voicemail disabled, there is a noticeable delay between parking a call and the caller ID showing up on the Park button, about 7-10 seconds. When I ran Softconsole from my laptop using the same data connection there was zero delay. But Transfer-to-Voicemail was also not available running from my laptop. Even in my own office Transfer-to-Voicemail is not available on the 9.1.300.3 Softconsole.

The user's PC only has 4 GB RAM and monitors the security cameras, which uses a lot of system resources. My laptop has 8 GB RAM, so the improved configuration of my laptop vs. the customer's PC would explain the delay in Parked call info displaying, but it doesn't explain why Transfer-to-Voicemail is not available.

Anyone have any experience with this problem? Thanks for reading.

 

[damascus9]

Never mind, I just talked to Avaya and this is a known issue. They are releasing an IP Office User service pack this week that will fix this problem.

 

[itguy604]

Hi, I'm having your same issue too..

Service Pack 4 was just released today..
Have you tried it? Did it fix your issue?

I've only upgraded my SoftConsole to 9.1.400..
So far it doesn't seem to have fixed anything.

Do I need to update the IPO500 as well?

 

[damascus9]

The Softconsole 9.1.400.6 update does work on my company's IP Office system (Server Edition 9.1) but still doesn't work at my customer's site (IP Office IP500 V2, 9.1 Standard Edition). Even when I use the Softconsole on my laptop it doesn't work. I'm going to try another extension, there could be some corruption on the user's profile, Softconsole has been uninstalled and reinstalled so many times. Will update this thread after I try another user profile.

 

[damascus9]

ITguy604, I did not have to update my IP Office, just the Softconsole. My IP Office SE is on 9.1.100.10 while Softconsole is on 9.1.400.6. Works perfectly in my office but doesn't work at all at the customer's location. Still have a ticket open with Avaya to fix this.

 

[itguy604]

I want to report that there are still problems with Softconsole and this new SP4 update.

I have installed the update on both the IP500 v2 & the PC.

an older version of Softconsole seems to perform better with the IPO Update.. But overall, it's still glitchy.

 

[damascus9]

I just upgraded the customer's IP Office last night from 9.1.0.0 build 437 to 9.1.4.0 build 137. the F3 feature (Voicemail Transfer) is still grayed out. But it works on the IP Office in my office. Using Softconsole 9.1.400.6 in both places.

 

[jayjr1105]

Client system is on 9.1.3 (embedded VM) and Have SC version 9.1.300.3. SoftConsole works but is buggy and F3 transfer to VM is grayed out. Just want to stay posted for a fix.

 

[damascus9]

Avaya is working on a "private build" to fix this issue. They couldn't get the F3 feature to work in their own 9.1 Standard Edition lab! Will update post after I try it.

 

[damascus9]

I just got the fix from Avaya. I will install it next week and report the results. It's called 9.1.4.1 Build 2. Must replace the IP500v2.bin file in Manager and upgrade.

 

[derfloh]

I got a fixed 9.1.4 Softconsole.exe today with a RedMe.txt mentioning a lot of fixed issues.

 

[amriddle01]

The issue stems from the fact they tried to hobble phone manager but retain soft console, while phone manager remained useful it stopped people buying OXP so they blocked it, that meant reworking soft console and as we all know they can't do it as well as previous Avaya staff could hence all the bugs

 

[derfloh]

Perhaps softconsole becomes good in the future... Perhaps... AFAIK with 9.1 the wrote it completely new but used the old UI.

 

[amriddle01]

They had to, because they blocked phone manager which used the same interface, while phone manager was great for selling systems Avaya don't see it, they saw it as losing money on OXP

 

[derfloh]

Yeah... Because every small customer should pay for preferred edition......

 

[amriddle01]

That's the middle verse of the Avaya song

 

[derfloh]

Here is the list of issued resolved in the patch:

IPOFFICE-87942 - SoftConsole Lockups on IP Office 9.1.1
IPOFFICE-92030 - Softconsole locks up on 9.1.1.0 same customer as IPOFFICE-56345
IPOFFICE-89938 - SoftConsole Lockups on IP Office 9.1.0
IPOFFICE-84819 - Softconsole freezes intermittently and it needs a relaunch to start working again
IPOFFICE-97705 - SoftConsole creates log files on user's desktop.
IPOFFICE-97772 - SoftConsole hangs during login process.
IPOFFICE-93727 - Parking a call in 9.1 softconsole renders the directory entry properties button unusable until software is restarted
IPOFFICE-96697 - SoftConsole intermittently disconnects from the IP Office
IPOFFICE-98207 - Very slow response when using the console panel "Search" function on the Soft Console.
IPOFFICE-98644 - SoftConsole will freeze intermittently and display a grey call panel.
IPOFFICE-99873 - SoftConsole profile not selectable if logging on using user name
IPOFFICE-99985 - Running a second instance of SoftConsole results in a grey or black directory pane
IPOFFICE-100136 - SoftConsole doesn't minimize correctly after initial startup
IPOFFICE-100501 - SoftConsole fails to recover if IP Office is restarted whilst a directory search is in progress

 

[firespyer]

I had the same issue I got a new patch 9.1.4.2 from avaya support and that fixed the issue. Request that patch from support.

-Sean

 

[damascus9]

Upgraded the customer's system last night with the new ip500V2.bin file from the 9.1.4.2 build and so far so good. Voicemail transfer works and Softconsole doesn't freeze anymore. Except there's a problem minimizing the open Softconsole session. Customer told me he can't get "unminimize" it, he has to shut it down and open it again.