Agent gets Internet voice session but no audio connection 

Description

If an agent is getting calls from the Voice VDN (as indicated by the phone display and/or the VDN of Origin announcement) without any audio connection to the customer, use these suggestions to identify the problem.

Action

  1. Check the customer Web page to verify that type=voice for the radio button used to select a voice session. See the Web Guidelines documentation for information about the type parameter.

  2. Use text chat to ask the customer if NetMeeting launched successfully and whether it indicates that a voice connection was made. If not, see Customer is unable to launch NetMeeting.

  3. Verify that the Telephony Application URL references a script that correctly launches the NetMeeting application. The default URL is http://{icm_server_name}/servlet/WT/nmit.

  4. Verify whether the firewall is passing User Datagram Protocol (UDP) packets to the ITG. See Firewall guidelines for details. If the customer's firewall is not passing UDP packets, the Callback feature may be useful.

  5. If the VoIP gateway is an ITG, verify that the ITG is booted to the In Service state using the showstatus command on the ITG console.

  6. Verify that the gateway administration is correct on the ICM server. To do this, go to the Gateway Administration Web page ( http://{ICM_server_name}/icmadmin).

  7. If the gateway is an ITG, verify that the administration is correct on the ITG by running the showdp, showpri, showptg, and showprp commands. See the Internet Telephony Gateway Technical Reference Issue 2 (555�027�212) document for more information.

   


Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001