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Mobile Twinning Issues

Mobile Twinning Issues

Mobile Twinning Issues

(OP)
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!

RE: Mobile Twinning Issues

Besides I would call the vendor if I were in your position...

I have never heard of a twinning were the base station stops ringing. Are you sure there is no delayed diversion activated?

RE: Mobile Twinning Issues

Twinning will only ring both phones if on SIP or PRI analog will ring the phone once then go to the cell depending on timers.
Mike

RE: Mobile Twinning Issues

Ah, okay.

That expains it. Not used to analog lines on an IPO..

All PRI and BRI here..

RE: Mobile Twinning Issues

Whre does the OP say they are on analog lines
I agree with Okkie's 1st post

your maintainer appears to have caused a problem, pass it back to them to resolve, making changes yourself 1st will only complicate the issue.


Do things on the cheap & it will cost you dear

RE: Mobile Twinning Issues

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

The deskphone rings twice and then transfers the call completely to the cellphone. This is done flawlessly, but they should both ring at the same time.

We have mobile dial delay set to 4 seconds.

Where would I check for a delayed diversion in IP Office R8.1.

RE: Mobile Twinning Issues

Dial delay will wait 4 seconds before trying to connect to mobile so that explains it.

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

RE: Mobile Twinning Issues

(OP)
But if I set it to 0 it just automatically transfers the call to mobile without ringing the deskphone.

RE: Mobile Twinning Issues

Check the forwarding tab for the user. Do they have something set under there (maybe forward on no answer) that might be conflicting with the twinning?

RE: Mobile Twinning Issues

(OP)
Forward on no answer is unchecked. There is nothing under that tab at all.

RE: Mobile Twinning Issues

What do you have for trunks POTS, PRI, BRI, SIP?
Mike

RE: Mobile Twinning Issues

(OP)
It is a PRI

RE: Mobile Twinning Issues

You need to trace to see why this is happening, as it shouldn't =)

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

RE: Mobile Twinning Issues

(OP)
Could it be a system-wide setting that causes the issue? I can't imagine it would be an individual user basis if it happens to everyone in the company.

RE: Mobile Twinning Issues

Mobile twinning must have at least 2 seconds delay.
This is how it works and 0 is not supported at all.

BAZINGA!

I'm not insane, my mother had me tested!

RE: Mobile Twinning Issues

(OP)
Actually on mine it immediately pushed the call to mobile and never rang the deskphone when I set it to 0.

The twinning function seems to be acting like a forward on no answer but that function is not enabled for the users individually.

RE: Mobile Twinning Issues

I always have Mobile Dial Delay set to 0 as most often they only have a mobile phone.
It doesn't say it can't be set to 0 and I haven't had any issues with it.

Twinning should ring on both phone and mobile at the same time if they have a desk phone, it does not act like forwarding.

If it does in your system your maintainer should take a look at it or you should trace to see why this is happening.

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

RE: Mobile Twinning Issues

(OP)
Right I understand how it is supposed to work. I'm saying that instead of working like it is supposed to the system is acting as if I have forward on no answer set up. It should ring twice on the desk phone and then begin ringing the cell phone as well.

Instead it rings twice and then the cell phone starts ringing, but the call disappears from the deskphone.

I would talk to the maintainer but they are the ones who screwed it up in the first place and now want to blame it on our ISP.

RE: Mobile Twinning Issues

If you call a user with mobile twin from an internal phone, at the point it is ringing the desk phone you should see "Calling:1234" or whatever the number is. At the point the call goes to the mobile/cell phone does the display on the calling phone change?

I ask because the only thing that makes sense to me is if the IP Office thinks that it's been answered on the mobile (you may hear ringing still of course) - you really need to run traces to be sure but the above will be a good indicator...

RE: Mobile Twinning Issues

That's why I said you need to run a trace, twice.

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

RE: Mobile Twinning Issues

(OP)
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?

RE: Mobile Twinning Issues

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

RE: Mobile Twinning Issues

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

RE: Mobile Twinning Issues

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 (https://www.avaya.com/en/partner-locator/) or you can probably contact Avaya who could recommend one if you explain you issue.

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

RE: Mobile Twinning Issues

Quote (GriffinArnold)

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

RE: Mobile Twinning Issues

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.

RE: Mobile Twinning Issues

(OP)
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?

RE: Mobile Twinning Issues

Quote (GriffinArnold)

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 smile


Do things on the cheap & it will cost you dear

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