Mobile Twinning Issues 1

[GriffinArnold]

Hey everyone,

I am the "avaya admin" here at work, and after our Avaya vendor made some changes our mobile twinning is all jacked up. I have two main issues currently.

Number 1:
I have several users whose mobile twinning no longer works, but most users are unaffected. I have enabled twinning in their user account and on their phones. Every user also has a custom mobile twinning button, but none of their calls at all get twinned.

Number 2: The phones that do still work on mobile twinning ring once and once only before transferring to the user's cellphone. I haven't been able to find any way to change the length of time the desk phone rings before being transferred.

Thank you guys so much for your help in this matter!

 

[GriffinArnold]

I will try to run a trace then. Thought the customer call report log doesn't seem to be installed. Is there a way to bring this up on the server it is installed on?

 

[janni78]

You need to run a System Monitor trace, if your maintainer says it's a ISP issue they should have run it to back that statement up.
Ask them for the trace where it shows that the ISP is disconnecting the call.

Also if it was my customer and the issue was with the service provider I would manage the case with the ISP to get it solved and not just leave it to the customer.

"Trying is the first step to failure..." - Homer

 

[GriffinArnold]

Do you want a new customer lol. We are a Texas company.

 

[janni78]

I'm on the wrong continent =)
But getting another BP to look at it to get a second opinion isn't a bad idea if your current maintainer isn't helpful.

You can check the partner locator ([URL unfurl="true"]https://www.avaya.com/en/partner-locator/[/url]) or you can probably contact Avaya who could recommend one if you explain you issue.

"Trying is the first step to failure..." - Homer

 

[IPGuru]

The problem with the vendor is they keep claiming that AT&T is the problem even on multiple different issues.

Have you considered the possibility that they may be correct?

To see what is really going on you need to use system monitor with ISDN Layer 3 events enabled
It should then be possible to see what happens when the twinning call is made. it could easily be that AT&T are incorrectly signalling the call as answered.

Unfortunately System monitor traces do contain a lot of information & are difficult for the in-experienced to read ( hey those of us who read them daily dont understand everything & just look for the specific clues that mean something)



Do things on the cheap & it will cost you dear

 

[sizbut]

Meanwhile, at a much simpler level your own ear and judgement is a call great trace feature.

By now (actually long ago), I would have set the mobile twinning to any number than a cellphone and assessed if they was any difference in how long it takes for calls to ring and connect to a non-cell versus a cellphone (some mobile networks add a significant delay to the call setup process whilst they work out where the cellphone is and then route calls to it).

Receive a call and manually transfer it to the cell number. Let it ring. Does the IP Office eventually take the call back to its voicemail. It should try to do that, if it doesn't its normally because the far end has either answered or there's an analog connection involved somewhere in the call routing chain.

Have a look at System Status (SSA). If you have system configuration access, then you probably have access to SSA also. It will show you the details of calls as they happen and give some sense of what's happening. Its a bit easier than the system monitor traces which as IPGuru implies, are so detailed as to be gibberish to anyone who isn't a dyed-in-the-wool telecoms engineer.

Stuck in a never ending cycle of file copying.

 

[GriffinArnold]

I will take a look at those things thanks! And yes I am not a telecom engineer, I'm a server/desktop/network guy who also happens to have the distinct joy of doing telecom too. Do you like all my hats?

 

[IPGuru]

Do you like all my hats?

the same ones we all wear just in a different order
We are telecoms Engineers who have the "Deep Joy" of having to do Server/network admin as well


Do things on the cheap & it will cost you dear