SoftConsole issue with parked call indication getting stuck

[mforrence]

Greetings,
Have customer with three SoftConsoles with shared park slot indicators - all consoles show all park slots. They use parking extensively. Every so often a console will pick up a call from park, yet the other two consoles will indicate that the slot is still in use. So - console that picked up the call shows the slot as available, while other two show it as in use. Most expedient method to clear indicator is have console that shows the clear slot park another call in that slot, then pick up back up. Other consoles then show slot as available.
My GUESS is that the console picking up the call is communicating with IPO via TCP, while the other consoles are getting their updated status via UDP broadcast and that they're just missing the packet.
Trouble is not new and only happens occasionally. We had trouble on 4.0.10 and continue to have it on 4.1.12. IP412 control. Trouble is not limited to any particular SoftConsole seat - however it "appears" that when the trouble occurs, both "other" consoles show the slot still in use - it hasn't been reported that just ONE of the two consoles shows the errant indicator.
Ideas?
Mike

 

[fonedoc]

Mike:

Since you didn't state the SoftConsole PC's OS I going to make an assumption that it is Windows XP SP2. If this is the case has the XP Firewall batch file that Avaya provides on their

http://marketingtools.avaya.com/knowledgebase

web site (under the tools section) been ran? Also get into the Network properties of PC and check to make sure that the NIC does not have the "Allow the computer to turn off this device to save power" enabled (checked). Next in the TCP/IP Internet Protocol properties of the Local Area Connection under the Advanced Properties look at the WINS Tab and make sure Enable NetBIOS over TCP/IP is checked.

Let me know if this fixes the issue.

Thanks

Fonedoc

 

[mforrence]

Hi Fonedoc - thanks for the suggestions - all standards on our checklist. Be mindful that of the 250+/- calls per day that they park, this issue occurs maybe once per day or once every couple of days.
Cheers!
Mike

 

[l33byt1980]

Is the IP office on a different VLAN/Network to the PC's?

ACA - IPOffice implement
ACA - IP Telephony
CCNA - Passed at last

 

[mforrence]

This site has no VLANs configured - all on one big flat network. Note that we are NOT using VoIP. This actually why I thought it may be just a barrage of broadcasts and when the two consoles get a "stuck" indicator, it is simply due to a missed broadcast packet due to sizeable network.

I may go ahead and separate the network by putting IPO first port, VMPro and 3 soft consoles onto single network and see if the trouble goes away.
Mike

 

[ronromano]

We don't sell softconsole all that much, but I see it happen all the time on park buttons on the phone. As best as I can tell, it seems to happen when a call is parked and you make a configuration change. I am not 100% sure about this.

Knowing nothing about the customer, do you make all the changes for them or do they do it? Is it a lage system where there are many changes or a new install with many tweaks?

Last Thurs I was at a customer and had to change something and as I was leaving the one receptionist ( they have two that sit next to each other) pointed out that her park was flashing but the other wasn't. Having seen this alot, the quick fix is park a call on the same button on another phone and pick it up and it clears.

Point is I had just been working on the system so I think it is a combo of config change and timing of a call being parked and retrieved.

I have seen it often and would like to find a cure as well.

http://www.nu-tel.com

 

[mforrence]

Hi ronromano - System has been installed for six months now - so we're past the dozen tweaks per day. They do their own configs - I'll ask if the two are related, but I doubt it. They probably make one change per week.
Thanks.
Mike