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WAH Agents on Avaya one-X Software not hearing zip tone on Incoming calls

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Tennis_Ace

Systems Engineer
Jul 11, 2022
5
US
When agents were sent home due to the pandemic, they are not hearing tone on incoming calls. We tried this but it did not fix the issue: We had an issue where the Agents could not hear the zip tone with the Avaya One-X agent. We knew the tone worked on site, and focused on the client software. We found the problem to be with the audio drivers power state. This is how we fixed it.

A Zip Tone is the beep that the agent hear when a call comes in. There is an issue hearing the beep on One-X. The issue is not the Avaya System but the sound card on the laptop. The sound card goes into power management and takes about 1 second to wake up. The Zip Tone is 950msec. Thus the tone is missed and cannot be extended. The fix is to move the sound card to an always on state.
Has anyone figured this out?
Other things that were tried:
1. Changing auto answer setting on the one x app manual and auto, no change
2. Changing auto answer settings on CM from station to agent with all, auto, no change
3. For Latency, went into lab CM and tried about 15 different tone generation settings to delay the beep. Agent logged onto the lab settings and
still could not hear the beep. When I logged in as agent I could hear the beep.
4. Have listened to recordings for an agent with no beep and the beep is heard on the recording.
5. When I log in as the agent on my computer, I can hear the beep.
6. Change ext/agent id to WFH 170/180 numbers and agent heard the beep for a few days and then went away
7. Tried un/reinstalling different versions of Avaya one x agent….no change
 
We are all over the board with headsets from various Jabra, Plantronics, and others.
 
If you are using wireless headsets I can see that being a problem. I have seen sporadic issues with wireless headsets and ziptones. This is one of the reasons why my environment only supports Wired headsets for agents. I don't have any issues with Plantronics blackwire 3210/3220 and 3310/3320 headsets.
 
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