IP Agent 6-Telecommuter mode delay

[dynamos2000]

Hi, we have several agents using IP Agent 6 from their homes using a DSL or cable connection.

When these folks get a call, they click answer, wait about 2 seconds then greet the caller. Its always been necessary to wait about two seconds otherwise you speak before the caller is really on the line and the greeting is cut short, i.e. "..Johnson can I help you?".

We are ok with that...

I now have added 8 more agents, all on a WAN that can ping our 8710 with good response and with no real congestion. However, it seems that there are delays sometimes from 2-8 seconds before the call is actually connected after you click to answer the call and speak.

The workstations are pretty fast and the network seems ok... Anyone experience this? thank you

 

[sara76]

Is IP agent running on the local machine or on a terminal server?

Also there is an updated release for IP agent, not sure if you have the latest and greatest.

 

[dynamos2000]

Local machine and running 6.0.3.357 and per avaya's help, the latest update doesn't have anything to do w/ this issue. Will be updating the agents anyway

 

[sara76]

Try it through terminal services instead and see if that helps. That way the IP agent sits on the terminal server and the connection should be faster on your LAN vs the internet. Mainly your IP agent hits your C-LAN card? I think? Or check the c-lan boards settings? or maybe something else is using that c-lan? good luck.

 

[wildcard100001]

Have you tried a constant ping.. ping xxx.xxx.xxx.xxx -t
(CNTL C to break out)
Then work as normal as see if anything hoses up your response times while working.

Production + Open Internet = Good luck/roll the dice.

Thanks,

Wildcard

 

[dynamos2000]

Maybe I shouldn't have used the word WAN. The call center is connected on our network via mpls and we haven't noticed any issues on the pipe. Not on internet

 

[dynamos2000]

One more thing, the more I think about it, it seems the issue would be how long it takes the 8710 to dial. I mean when you get a call, you know it by the pc "ringing" ... you then wait for the actual phone to ring then wait 1-2 seconds on average to say "hello".

 

[sara76]

why didn't you say so?

Why do they need to click answer? Don't they just pick up the phone to answer it?

We have the PC ringing disabled and ring volume muted

try that?

 

[dynamos2000]

why didn't you say so?
Why didn't I say what? My "the more I think about it" comment? Probably because it didn't occur to me and once it did I posted it....sorry.

Why do they need to click answer?
Otherwise you have to have the RONA set up on the hunt to be 6+ rings as the pc will ring sooner than the phone will ever ring. Its at 5 rings now and thats too much as it i.

We have the PC ringing disabled and ring volume muted. try that?
It isn't consistent. sometimes ip agent will realize you picked up, other times it will end up RONA.