your assistant

[Mitelpassion]

Hi

I have a strange problem with Your assistant. I am running the latest version.

I can't get any audio either way on some of my "your assistant" clients. The your assistant logs in fine and I can dial numbers just no audio.

any ideas.

PS: I have tested the sound card and headsets and these work fine

 

[ianuk1974]

have you got the correct default gateway set on your client pc's?

 

[Mitelpassion]

there is no need for a gateway as the Your Assistant server, ICP 3300 and clients are all on the same network

 

[Roland1975]

Hi,

I am new here and this YA-thread made me register myself for TekTips. We have about 800 YA-clients running so I think I can help you.

There can be several reasons why you don't get any audio. If it worked before and it doesn't work anymore check "IP Phone Emulation" in the Windows "Control Panel". The light should be green here. If it's red the emulation service isn't working correctly or it is stopped for some reason.

If it has stopped press the button "Start Phone Emulation Service". When this doesn't work you should shut down the YA-client and reset the MAC-adress in the controller (Ops-manager will do also). Simply erase the MAC-adress in controller or Ops-manager and restart the YA-client and the lamp in the Emulation Service should turn green again.

I guess you already checked the correct Audio-settings in the Windows Control Panel and the YA-settings menu?

Succes!

Roland

 

[Mitelpassion]

Hi Roland,

Thanks for the feedback. I did check the audio settings. I didn't specifically check the IP phone emulation however the only way I could fix one of them, there are 4 that have the same problem, was to delete the mac address on the mitel system. The problem though is that once the client looses network connectivity, the problem of no audio is back and I have to again remove the mac address.

The other 3 seems to be intermitant with their problems. The symptoms are the same but the solution (removing the mac address) does not work for all of them

Do you by any chance have any more documentation on the workings and components and what they do on the your assistant? I think if I understood it better, I might be able to troubleshoot a bit better.

thanks

 

[MitelTech]

What are the chances that the affected users have 2 nics in their machines? YA does not like dual nic'd machines too much. Or VPN connections for that matter.

 

[Mitelpassion]

Well yes they do have two nics. one of which is wireless. I have disabled the wireless nics though.

thanks

 

[Roland1975]

Try to uninstall the MiAudio-part and then perform a repair-action on the YA-installation.

Are you using hotdesk-users perhaps? If so you should run the latest YA-client, version 3.1.2.14. Previous versions had some problems with hotdesking causing the emulation service to go 'red'. Do note that the latest version of YA (also version 3.1.2.11) has problems with the PIM-integration. So if you use one of these latest versions please de-activate the PIM/Outlook-integration!

Good luck!

Knowledge about Siemens Hicom, Avaya Definity and Mitel 3300 ICP.

 

[Mitelpassion]

roland. I have tried to uninstall miaudio and reinstalling ya and selecting repair. this didn't work either. the light under ip phone emulation still stays red. the only way to fix this is to delete the mac address on the 3300. All I then have to do is to restart the emulation service to get a green light.

I am running the latest version and yes I am having difficulty with the PIM intergration into outlook. can you be more specific about what the issues are?

 

[Roland1975]

Mmmm..... . On how many controllers are you running the YA-users? I assume you're just using 1 YA-server.

If you are using multiple controllers and Microsoft-ADS for your administration check if your controller IP-numbers do match up in every ADS-tab.

Please note that if the user is using multiple clients (=on different computers) you should install the latest YA-client on all computers.

The previous versions of YA-client were not very stable with the Outlook/PIM-integration but the latest client is even worse. It can hang Outlook big time. I recommend closing all PIM-integration when using the latest client.

It's a choice you make: either good hotdesking and no PIM (latest version)or a better (not good!) PIM and bad hotdesking (previous versions). I know Mitel is working hard on a solution!

Knowledge about Siemens Hicom, Avaya Definity and Mitel 3300 ICP.

 

[Mitelpassion]

one controller and one server. the users don't really move around. their will only ever use their pc's

there seems to be a common denominator here. Dell laptops, SigmaTel sound drivers and Skype.

Although some laptops that have all the above actually work. None of the laptops that don't have the above have had problems.
Going to get the client to reinstall their laptops and try again. don't know what else to do

 

[Roland1975]

If users can install Skype for themselves you have entirely different problem. I recommend to use softphones only on standard installations. If users can install all kinds of programs from the internet themselves there's no way you want to support the use of softphones! You really should think about this.....

Knowledge about Siemens Hicom, Avaya Definity and Mitel 3300 ICP.

 

[Mitelpassion]

I agree but clients generally won't accept an answer like this.

 

[Roland1975]

This isn't an issue you should solve as a technician. Your manager should solve this. Telephony is, together with e-mail, the most important communication tool a company can have. I suppose your manager doesn't like users to install applications that interfere your mailclient? He (or she) should have the same policy for softphones. If you don't have a good policy for stuff like this, simply don't use softphones. No softphone in the world can live up to your expatations then....

I wish you good luck delivering this message to your management (or good luck for trying to solve problems you can't solve).

Knowledge about Siemens Hicom, Avaya Definity and Mitel 3300 ICP.