Avaya IP Office Whisper Coach Issue

[SecurityExec]

Hello All,

I am new to programming so be nice... Using IP500V2 latest release, when setting up "Whisper Coaching" the customer can hear the manager speaking to the agent. There are no headsets or other 3rd party equipment being used, only Avaya equipment 1408 and/or 1416 telephones straight out of the box.

Vendor's tech support is stumped. HELP!

 

[Westi]

you are using coaching intrusion and not whisper page?

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[Westi]

OK weird stuff in teh manual and I had to read it 3 times to make sense out of it but please clarify which feature you are using. both should not be heard by the customer.

Whisper Page
This feature allows you to intrude on another user and be heard by them without being able to hear the user's existing call which is not interrupted. For example: User A is on a call with user B. When user C intrudes on user A, they can be heard by user A but not by user B who can still hear user A. Whisper page can be used to talk to a user who has enabled private call.

Coaching Intrusion
This feature allows the you to intrude on another user's call and to talk to them without being heard by the other call parties to which they can still talk. For example: User A is on a call with user B. When user C intrudes on user A, they can hear users A and B but can only be heard by user A.


Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[SecurityExec]

Thank you for the quick replies and sorry for combining the two feature names together. Problem resolved. Changed feature from Whisper Page to Coaching Intrusion. Whisper Page all parties hear conversation. Coaching Intrusion the client does not, only the agent can hear the manager speak.

 

[SecurityExec]

Update: After changing the feature from Whisper Page to Coaching Intrusion, everything seemed fine. About 2-3 weeks later the customer advised all parties are audible to all parties.

I did an experiment switching between features using the same 2 extensions and the same party being called. Both features had the same result, all parties audible to all parties. No headsets or other 3rd party equipment connected to either extension. Phone 1 Avaya 1408, Phone 2 Avaya 1616 with DSS.

Both vendor's tech support I use are clueless at this point. Anybody seeing the same issue...HELP!

 

[phoneguy610]

What version ipo

ddcommllc.com
Avaya/Toshiba/SyntelSolutions

ACIS

 

[SecurityExec]

IPO 500V2 8.1

 

[phoneguy610]

What rev?

ddcommllc.com
Avaya/Toshiba/SyntelSolutions

ACIS

 

[SecurityExec]

Rev. 8.1(43)