Auto answer not working with VOA from one network region

[emcguffin]

I just updated my CM V4.739 with patch 18193 and have encountered a problem with auto-answer from one network region only. Prior to the patch installation, everything worked fine. Now, if a call comes from my network region 5 (from a different call center, G700 and different trunks) on a private line, the call will queue correctly to the hunt group but just rings on the agents phone. The agent has to notice the call stuck in ringing and physically select the call appearance button to answer the call. RNA rules for the hunt group don't work either. If I remove the VOA permission from the COR of the agent, the call auto-answers just fine. All other calls from other trunks are not impacted. Agents residing in network region 5 at that location are not impacted.

 

[latitude12]

Did you get a resolution for this? Just come across the same problem after upgrading from CM4 739 to 742 (patch 18434). Disabled "Hear VOA" in the agent COR and AA starts working again, but need a permanment solution.

 

[latitude12]

Just in case this is of interest to anyone else, this was resolved by disabling ephemeral caching on the G700s that play the announcements.

 

[emcguffin]

Thank you. I put work-around in since Avaya could not figure this out. I will try your fix. Appreciate the response.

 

[emcguffin]

Can't seem to find someone who knows the command for disabling this in the G700. I assume i need to do this through a P330 connection to a MGP session. Can you share the mechanism for disabling this please?

 

[AvayaTier3]

This must be done by Avaya using Command: go tcm

disable / enable Ephemeral Caching
all disable / enable
wr :conn EPHCACHE 0 0
wr :conn EPHCACHE 0 1
read all gateway status for Ephemeral Caching
rdd :conn EPHCACHE
read gateway 4 status for Ephemeral Caching
rd :conn EPHCACHE 4




A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

37 years Bell, AT&T, Lucent, Avaya
Tier 3 for 27 years and counting

http://bshtele.com

 

[emcguffin]

Thank you. I will engage Avaya and hope that they understand

 

[latitude12]

FYI - We've been running with this change in production for about a week. There were two VDNs that were affected, one now works perfectly but on the other one the VOA plays at the same time as the caller is connected (caller doesn't hear the VOA though). The two callflows involve the same trunk group, gateways and agents so right now I'm not sure what's causing the problem.

 

[emcguffin]

Avaya ran the command and the problem is fixed for our Call Center. However, the Tech indicated that this will only stay fixed until it caches again.
He says it needs the following permanent fix:

there is a permanent change, editing /etc/ecs.conf and changing EphemeralCaching from on to off, this requires sroot privileges and issuing a reset system 4 after this.

 

[AvayaTier3]

This change would be for all gateways. Where the tcm commands can
be done for individual gateways.

dadmin@s8300> grep -i ephemeralcach /etc/opt/ecs/ecs.conf
EphemeralCaching off

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

37 years Bell, AT&T, Lucent, Avaya
Tier 3 for 27 years and counting

http://bshtele.com

 

[latitude12]

This is still giving us headaches, disabling ephemeral caching has caused too many knock-on issues.

@emcguffin - what patch were you on before the upgrade and what G700 fw version are you running?