The cause of 21(24) woes 1

[JayNEC]

IP Office stops responding to TFTP Requests
In the last few days Avaya SMBS tier 3 have received a number of field escalations regarding IP Office 2.1(24). The reported problem is that the IP Office Manager
application is unable to either send or retrieve a config.
At the same time there are also other symptoms such as the IP Office Phonemanager being unable to retrieve the user list from the IP Office, Voicemail Pro and Voicemail Lite
experiencing connectivity problems, as well as terminals being unable to change their divert or forwarding status.
This has now been confirmed as a problem related to the TFTP Reader/Writer in the IP Office running out of available TFTP sessions with which to handle the requests that these applications and functions require.
The root cause of this issue is a timing discrepancy that can occur when a TFTP read request and a TFTP write request occur simultaneously, resulting in the lockup of a
TFTP session on the IP Office. If all of the sessions available become locked, then the IP Office is unable to service any further TFTP requests.
The situation can be relieved by rebooting the IP Office Control unit.
If you believe that you are experiencing this issue, please contact your support
organisation referencing this technical tip.
The Avaya Tier 3 support team will be available to verify that the problem is valid and provide access to a temporary workaround whilst a longer term resolution is identified for inclusion in the next IP Office maintenance software release which is currently scheduled for November 2004.

 

[Morrack]

Heck, I'll insult you for only 1/2 their rate, photon! ;-)

What kind of call volume are you hitting that poor 403 with if you feel the ETA action will work for you?? That might be what's making the difference for your system. I have a 403 with 9 queues and about 1000 calls per day on 2.1.24 and no probs except the touch tone bleed through, and that only very intermittently.

IPOUK I would be more than scared, I would be waking up at night screaming if I were you... I would downgrade those 2.1.15 sites to 2.0.18 just on principle. I had a VERY simple 403 site with about 7 users on 2.1.15 and I had problems with it. Downgraded and it has been fine since.

Peter

 

[hbersani]

I just ordered and installed VMPro 2.1, I was instructed to upgrade IPO 403 to 2.1x first which i did (uninstalled existing version then installed 2.1.15). I'm having trouble getting the processor configuration to let me select VMPro... keeps reverting to VM Basic. What am I doing wrong?

 

[photon33]

@hbersani
did you uninstall VMLite?
does your VMPro license show valid when you pull a config?
VMPro will run for 2 hours unlicensed & shut down.

@Morrack
The system is averaging around 500 calls a day, 2 seperate "agent" queues(1 of them is miserably understaffed with long wait times). I have a bail out option to leave a message on the still queued action so callers can get out if they need to. I thought it would be a nice, new feature to give callers a queue eta.
Unfortunately CBC is registering a lot of dropped calls, which I guess is the VM option. I don't know how to fix this or explain to the client,"Uh yes maybe those callers hung up or maybe they didn't"

I did apply the *fixed*ip403.bin file this morning and the system ran all day without incident.

 

[Morrack]

photon, I am aware of the dropped calls issue. Every time a customer leaves a voicemail via your bailout option, it counts in CBC as a lost call (ack!!) and worse, unlike in 2.0.18, it doesn't also count as an answered call EVEN IF you tick the "flag call as answered by voicemail" option in the reporting tab of your leave mail token.

To further complicate things, I have a site that ALSO does an assisted transfer to an agent with a 5 second timeout, which serves the sole purpose of providing a call waiting beep to clue her in that there are callers in queue (she doesn't look at her phone much). What I have found is this unanswered (as expected) call ALSO counts as a lost call. So, call arrives, goes into queue, beeps the agent with assisted transfer, waits in queue some more, then bails out and leaves a voicemail. Net effect on my stats?

Answered calls: 0 (no change)
Lost calls: +2

ALL FROM THE SAME PHONE CALL!!!

Peter