Avaya one-x issue - customer can't hear agent while agent is using VPN from home

[khan886]

Avaya one-x issue - customer can't hear agent while agent is using VPN from home.


any ideas on what the fix for this issue could be? There are no issues connecting from the office.

We have tried replacing the user's computer. We have taken a look at the symantec logs/firewall/vpn logs. Everything seems to point this to being an issue on the PC/laptop side.

[mlombardi1]

Sounds like one-way routing on the VPN. The RTP leaving the PC is getting dropped somewhere. Status the station while on an active call and look at the RTP stream source/dest. Begin with verifying the PC is able to ping the media resource used.