Softphone quality and management issues - Windows 7

[speakspace]

Looking for anyone with experience with a large-scale implementation of Avaya OneX Agent and OneX Communicator in a Windows 7 environment. We are trying to identify a root cause for performance issues that are not network-related ... has anyone had issues of a similar nature in how to prioritize these applications, monitor and manage behavior affecting real-time communications, developed any type of best practices?

Any help is appreciated - thanks!

 

[Tannia]

Did you ever resolve this. I am experiencing the same thing.

 

[phoneguy55]

Let me get this straight. You have lots of softclients all on the same LAN?

 

[speakspace]

There is way too much to post here, since everyone's config is so unique. But:

* Start with your basic overall system config and performance. Baseline it and understand how it behaves under normal circumstances, then in times of software pushes, virus scans, etc.
* Your antivirus and firewall activities on the device are critical. How and what you scan will impact any real time communications (not just your Avaya, but your Lync, Polycom video, etc). Make sure you are excluding the proper directories from scanning and that your processes and rules for firewall on the device are not causing issues.
* User behavior on softphones in general can be a large problem. Sometimes this can cause a perception of quality issues that are actually something that the user has introduced. Consider how you can gather/monitor/influence user settings for things like headsets, etc.. Homegrown tools, vendor headset software, etc.
* Avaya has processes/tools for gathering logs in problem issues. This can be a method of pointing you in the right direction, but most often the best (only?) way is to show a trace of the call as it arrives on the wire and then what happens on the desktop and compare the two using something like Wireshark.
* Training and education of your USERS and your support staff. Make sure the expectation of performance and behavior on a softphone is clear. There are many variables out of your control, particularly when users are connecting via VPN across unmanaged open internet connections.

Tannia, what problem are you specifically having?