Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jimg on August 05, 2008, 12:55:00 PM

Title: avaya IP Phones and Genesys
Post by: jimg on August 05, 2008, 12:55:00 PM

Hi,

We have an issue with Avaya IP phones losing the voice path when an agent starts a transfer on softphone.
Sometimes, if the agent manually puts line 2 on hold and returns to it, the voice path is returned.
We are pretty sure this is a problem with voice and data not being segregated on the switch, but I was wondering if anyone had found this to be a problem with TServer?

Thanks

Title: Re: avaya IP Phones and Genesys
Post by: jimg on August 11, 2008, 10:36:04 PM

Hi,

Has anyone experienced this issue and found the problem to lay with Tserver?

Regards

Jim

Title: Re: avaya IP Phones and Genesys
Post by: cavagnaro on August 11, 2008, 11:10:38 PM

Why TServer?? Only thing that can do to be a TServer issue would be a bad configuration, and in that point would be a installer issue.

Title: Re: avaya IP Phones and Genesys
Post by: S on August 13, 2008, 03:40:41 PM

we recently moved to Avaya IP phones, and coming up with weird issues every now and then...

anyways, as cavagnaro mentioned, its in the switch config for sure... somewhere with codecs or shuffling thing- have those avaya guys to work on it... TServer cannot find them... its the voice path.. get it!!

Title: Re: avaya IP Phones and Genesys
Post by: jimg on August 25, 2008, 02:27:40 PM

Thanks for the input.
As I stated I am convinsed it's an Avaya issue, just need some confirtmation for my own sanity.

Title: Re: avaya IP Phones and Genesys
Post by: jrs0000 on March 24, 2009, 10:20:38 AM

The Genesys IP Contact Center (IPCC) is software that makes Genesys' amount ... IP phones, media applications, VoIP gateways, and conferencing units. <<<External Link Removed>>>

Title: Re: avaya IP Phones and Genesys
Post by: kowari on March 24, 2009, 11:35:53 PM

Best way to test these things?
Reproduce the issue without using genesys - ie deliver a call and try to transfer it using the hardphone and not softphone.  If it is reproducible that way then it is 100% switch issue.

Title: Re: avaya IP Phones and Genesys
Post by: cavagnaro on March 25, 2009, 01:23:55 AM

[quote author=jrs0000 link=topic=3199.msg17586#msg17586 date=1237890038]
The Genesys IP Contact Center (IPCC) is software that makes Genesys' amount ... IP phones, media applications, VoIP gateways, and conferencing units. <<<External Link Removed>>>
[/quote]

Only in SIP Enviroment. Not with propetary IP like Avaya.

Title: Re: avaya IP Phones and Genesys
Post by: Gulden_NL on March 25, 2009, 04:23:28 AM

Right cavagnaro!  ;D

jimg, how are the transfers being accomplished?  Hard phone, Genesys softphone?

Control with Avaya IP phones is very touchy because as cavagnaro points out, Avaya isn't pure SIP.

Let us know and we may have a couple of additional thoughts.

Title: Re: avaya IP Phones and Genesys
Post by: jimg on April 03, 2009, 01:53:17 PM

Hi,

Our switch admin eventually worked it out.
When users were logged into Softphone and had VU stats displayed on there ip phones, the voice path could get lost.
There is a patch for the switch that we have yet to implement to resolve this.
Thanks for the help.