Ip agents

[antonyn]

I have recently installed ten ip agents on a customers network and they are having problems with calls cutting off
or one way transmission.The network has not got QOS enabled as the it boys say they do not need it .Has any one got any idea as to the resoen why the calls are failing
Thanks
Tony

 

[AvayaHelp]

More info please?
At what point do the calls drop?
Is there a pattern of when the calls drop such as after someone clicks something?
I had a similar issue and figured out the problem but also I need to know what version of IP Agent you are using?

Thanks.

Avaya, Octel, AUDIX, CMS and other fun stuff.

"There is always a way, it may not be pretty but there is always a way."

&quot;I don't have a technical solution to your management problem.&quot; <PeaveyPhones>

P:-D

 

[nknook]

The network has not got QOS enabled as the it boys say they do not need it ."

Well, if the IT guys say they don't need it, it can't be the network... or can it?

This problem can be caused by various things, first one being the network, but also by the PC (maybe they are using CPU/memory/network intensive applications?), a bad soundcard or headset, or by the Medpro card (there have been issue's with one-way talk and/or cut-off voice with some firmware versions if I remember correct).

One thing you really need to check if you haven't already is the NIC settings of the Medpro/CLAN and the ethernet switch ports they're connected to, they should all be set to 100Mbps/FDX fixed (no auto-negotiate).

 

[antonyn]

fixerofphones
the version of ip agent is r3 and the service pack has been installed .There is no pattern to the calls dropping off
or the one way transmission . the call is being generated by a predictive dialler
nknook
the pc's are only running basic stuff and they are using usb headsets .I will try and look at the fimware versions and the nic settings and i will let you know
Thanks
Tony

 

[nknook]

One quick thing you can do to see if there are any network issue's is "status ip-board 01XYY" (replace 01xyy for your medpro location). Look for the discards. If the number is very high (in relation to the number of datagrams) it may be an indication there's a problem with/on the network.

 

[AvayaHelp]

What nknook said could be right but we had r3 and it caused us grief we upgraded the license to 4 and BAM! no more problems anymore. Avaya Tech told me there are known issues but when I ask my rep he denies it.

Avaya, Octel, AUDIX, CMS and other fun stuff.

&quot;There is always a way, it may not be pretty but there is always a way.&quot;

&quot;I don't have a technical solution to your management problem.&quot; <PeaveyPhones>

P:-D

 

[avayaman]

The talk path is not over the network (or is it?). IP agent works well with a PSTN voice connection & the network carrying the rest. If your using the network for voice then QOS will definitely be an issue. There can be some delay issues with a calls being answered by IP agent & the voice connection being established over the PSTN, this usually shows up as callers hearing the first couple of seconds of first announcement even when the call is presented to an idle agent. That problem is easily solved by adding a couple of seconds delay in before 1st announcement.

As far as issues with IP agent 3, there was a bug we identified in it regarding a conflict with Vu-Stats & work codes. That was fixed by Avaya with a patch, once we managed to convince Avaya, the problem was really there.

Paul Beddows

Consulting, Avaya/EAS implementation, Training
Vancouver, Canada
E-mail avaya@vancouver.hm

 

[antonyn]

Fixerofphones
When you say you upgraded the license to 4 do you mean ip agent release 4 as i did not know this was out yet
Please let me know
Thanks

 

[AvayaHelp]

IP Agent 4 has been out for a while but in order to use it you have to have the 4 license installed on your PBX. Version 3 software will not run off of IP Agent 4 license. This is why we upgraded due to the connection issues you are having. We tested this in another site with 400 Agents and found the upgrade was all that was needed.

Avaya, Octel, AUDIX, CMS and other fun stuff.

&quot;There is always a way, it may not be pretty but there is always a way.&quot;

&quot;I don't have a technical solution to your management problem.&quot; <PeaveyPhones>

P:-D

 

[mike144]

have you upgraded c-lan and medpro to current version, fix's lots of issues.. Avaya will insist before looking at issue.

 

[wthekin]

You can trying the below steps to find out the problem come from

1 Trying to replace some IP Agent to IP hardphone such as 4602SW, 4610SW or 4620SW for testing the prblem coming form PC or network.

2 Install the Avaya Voip monitor(trial) to the customer network to monitor the network performanace.

3 You can using a nokebook install with Snaffer Voice S/W to capture their network traffic (delay, packet drop or retransmit),you can download a freeware form

http://www.ethereal.com

for capture data instead of Mcafee Sniffer Voice

4 Call Avaya support to do the network testing maybe need to play service charge..