Avaya IP Softphone telecommuter

[PappaG]

Hi All

Does any know the solution to this or experienced the same issue.
We use genesys to route our calls and the Avaya pbx as the port connectivity. We have a solution that uses the Avaya ip phone in telecommuter to put our calls out to remote locations. The problem we are facing and it only happens on some of our remote locations where the terminating PBX uses ISDN 30 although i am unsure how this is related. I have completed some testing and traced the avaya phone and can see when calls hit the avaya station one after the other a new call is not generated each time and it appears to keep the line open. The trouble is after the first call the remote PBX phone drops the line (as the agent pushed a listen button for the call to come through the headset) and doesnt get alerted of the second call. I can see this call has been sent to the PBX via the durations the line was open but the remote end has no talk path for the call. Is it possible to force the IP softphone to drop the line after every call and make a new call each time or does anyone have a better way around this???

 

[PappaG]

Anyone any thoughts on the above. i have completed some traces on the Avaya on a working and non working site and the avaya softphone operates differently depending on the shop config. ISDN30 seems to be the key issue as when normal phone lines are used the softphone hangs u after every call. When ISDN30 is used it holds the line open and sends the following calls down that line. Is there anyway to force the avaya spftphone to drop the line after every call???

 

[wildcard100001]

I would think that is a timing related issue.... the PBX is sending the call... but the receiving line has just been disconnected....so no call... or something to the effect.

I would try changing the stations service link mode (page 2 of the station) to permanent instead of as needed. That way the link/line does not drop... but the "line" will be open until they hang up. Test it out... Hopefully you have committed 1 line per agent outbound...

Thanks,

Wildcard