CM, Communication Manager, One-X Agent: Extensions cannot transmit TTY data in One-X Agent .

Doc ID    SOLN261044
Version:    6.0
Status:    Published
Published date:    11 Mar 2020
Created Date:    17 Dec 2014
Author:   
Charles Haynes Jr
 

Details

Customer is upgrading their PCs to Windows 7 and after upgrade TTY calls fail. [ Applies to any avaya-one x agent versions ]

Problem Clarification

Customer is using One-X Agent for TTY (Text Telephone / Teletype Terminal / TeleTYpewriter). They only use One-X Agent for TTY and not voice calls. One-X Agent is set to "Other Phone" mode The desktop computer has no speakers or headset connected.  After the upgrade when accepting a TTY call they can answer the call and the TTY window does pop up, but upon typing in the window they see that nothing is being transmitted. The caller does not receive any text. Additionally they noticed that when the call came in they did not hear any ringing.

Cause

Disabled sound devices on the PC. On this customer's default Windows 7 image the sound devices were disabled.

After looking at the sound devices on the desktop PC it was discovered all sound devices were disabled. TTY must use the PC's sound card to generate the tones used to transmit the text in TTY mode. On this customer default Windows 7 image the sound devices were disabled.

Solution

From the Windows PC, click  "start" then "control panel", then "sound" then select the "recording" tab. In this case there was no default device. There was no devices showing at all. To find out if there are any disabled devices, hover your mouse pointer over the sound window and right-click the mouse and select "show disabled devices. That should bring up the internal mic. You can then select this device and enable it.

If there are no devices in the list, it could be the sound drivers on the PC have not been installed and would need to be installed.

If a headphone is taken out from PC, One X Agent may not recognise PC sound devices. One X Agent version 2.5.11 or higher handles better this matter.Preventing 1 X Agent from not recognise sound devices.If those devices are not recognised, TTY will not work.

 

I fixed the issue. The PCs do not have microphones attached so in the Sound configuration the resources are listed as “Not plugged in”. If you just plug in a wire in the Audio In jack on the back of the PC, the device will then be enabled. TTY then works. If you then unplug the wire, TTY will not work.

Attachment Description

What needs to look like on sound configuration of PC

Attachment File

Additional Relevant Phrases

no voice

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