Weird Issues when conferencing - Avaya One X Agent

[icet500]

Hi all, Hope you can help me with this.

Incoming calls goes to a queue, agent answer it, then he tries to conference the call with an internal user (by dialing ext or grp), then the issue starts, sometimes it works OK, some other time it gives a weird issues. for example,

- after conferencing, the one who makes the conference got one way audio and others can here each other. (Happens a lot)
- when trying to conference an internal user, it fails and a error message pop up " Add call to workitem failed". then he cannot get back to the call on hold. (Happens a lot)
- The call got stuck when conferencing, and when releasing it, it does connect to the one he/she was tiring to conference the call with. (Rarely happens)

CM R8.1
OXA 2.5.14
SIP Trunk

Please if you have any ideas or thoughts, feel free to discuss.

 

[avayaguy23]

what does a list trace show?

 

[icet500]

unfortunately, I could not get a list trace as it is intermittent and randomly happens to users. Not sure if there is other way to capture that!
All users are remote/VPN by the way.

 

[avayaguy23]

firewall issue whether its on your local PC or through the VPN firewall. Suggest reaching out to your firewall folks.

 

[dialtonebone]

I'm with avayaguy... this sounds like firewall issues (or so unlikely based upon reported symptoms - DSP failures). Sometimes not as simple as an ACL... but a layer4+ firewalls that look at the packets and make determinations based upon the ability of the packet to conform to an expected standard. So just make sure the firewalls and routing devices (VPN concentrator, local software at client) aren't doing any advanced stuff.

 

[icet500]

Ive reached to Their Firewall/IT and they said "no restrictions for the vpn users and if it's the firewall then the issue will be consistent!"
Not sure how to prove if its a firewall or something else. I also checked the DSP in the gateways, and they have more than enough, and no faults shown.

 

[avayaguy23]

Your comment "when trying to conference an internal user" means firewall is not open between the agent is on and the internal caller. I would suggest identifying the IP range used. I'm assuming you are setup to use direct IP audio.

 

[icet500]

the network region for remote users is setup to use DSP resources. Direct IP is set to NO (both Intra and Inter region), hairpinning is set to NO

Sorry, what does that mean "identifying the IP range used"? if you mean in Ip network map, they are already set!

 

[avayaguy23]

My thought was IP of agent isn’t able to talk to IP of the other caller. That isn’t the case since ALL calls are going through a media gateway. So the issue is a firewall somewhere is not open to support connecting through a media gateway. It makes sense since you said it is intermittent. It only happens when the call uses that specific media gateway.

 

[icet500]

so it seems like that some intervening regions have bandwidth limitation on them which causes this issue when they been slammed with a large number of call volume.
Hopefully, this help someone