The reseller we bought our IP office 500 and Avaya phones from has not been able to resolve the issue; to their credit, they did try, and also upgraded our original phones from 9608 to 9620 ... however the problem below persists.
Description -
We have 2 home-office colleagues in different cities; one uses Time Warner Cable, and the other uses Comcast for high speed internet. For the person using TimeWarner (not implying at all that this is the problem), the VPN phone just does not work ... It reboots a few to several times in a day; also calls go directly to voicemail sometimes. When he tries to use the phone it sometimes responds, other times it is delayed a few seconds before it takes a command such as pressing the "speaker" button, and other times it never responds other than making a beep. It seems like there is NO consistency in performance.
Our reseller had the two home office users do a ping test; tests showed about 60ms in both cases (same whether on or off VPN). The reseller insists that this is the problem - that latency should be less than 30ms for the phones to work. However, one of the 2 phones works fine, and the other one does not ...
Any pointers on what we should be looking for would be greatly appreciated!!
Kannan
Description -
We have 2 home-office colleagues in different cities; one uses Time Warner Cable, and the other uses Comcast for high speed internet. For the person using TimeWarner (not implying at all that this is the problem), the VPN phone just does not work ... It reboots a few to several times in a day; also calls go directly to voicemail sometimes. When he tries to use the phone it sometimes responds, other times it is delayed a few seconds before it takes a command such as pressing the "speaker" button, and other times it never responds other than making a beep. It seems like there is NO consistency in performance.
Our reseller had the two home office users do a ping test; tests showed about 60ms in both cases (same whether on or off VPN). The reseller insists that this is the problem - that latency should be less than 30ms for the phones to work. However, one of the 2 phones works fine, and the other one does not ...
Any pointers on what we should be looking for would be greatly appreciated!!
Kannan
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