PSN100134 - Calls to a one-X Agent in telecommuter mode over a SIP trunk might result in no audio path


Doc ID    PSN100134
Version:    2.0
Status:    Published
Published date:    03 Jul 2013
Created Date:    23 Apr 2013
Author:   
heetland
 

Severity

Medium

Urgency

When Convenient

Releases

Avaya Aura® Communication Manager (CM), Releases 5.0 – 6.2; Midsize Business Template, Releases 5.2.x; Avaya Aura® Solution for Midsize Enterprise, Releases 6.1.x – 6.2.x

Problem Description

This problem occurs in Avaya Aura® Communication Manager (CM) Releases 5.0 – 6.2.

 

Calls to an Avaya one-X® Agent in telecommuter mode over a SIP trunk might result in no audio path (no talk path) in the following call scenario:

1.    The one-X Agent is in telecommuter mode.

2.    The telecommuter link is over a SIP trunk.

3.    The Service Link Mode on the agent station is set to “permanent”.

4.  The ip-codec-set includes G711Mu and G729A.

Workaround / Alternative Remediation

Change the codec set to include only one codec.

Resolution

This problem is fixed in CM 5.2.1 Service Pack (SP) 15 (20445) and higher SPs.

This problem is fixed in CM 6.0.1 SP 11 (20685) and higher SPs.

This problem is fixed in CM 6.2 SP 6 (20558) and higher SPs/Releases.

Patch Availability

Available via Download

Patch Version/ID

CM 5.2.1 SP 15 (20445) and higher SPs; CM 6.0.1 SP 11 (20685) and higher SPs; CM 6.2 SP 6 (20558) and higher SPs/Releases

Patch Download URL

https://support.avaya.com

Patch Impact

Refer to Patch Installation Notes

Patch Installation Notes

Patch installation instructions are available on “support.avaya.com”.

 

CM Service Pack/patch activation is service impacting on non-duplicated servers, and on all servers running CM 5.2 and lower releases. For servers running CM 5.2.1 and higher releases, SPs/patches can be activated in a connection preserving manner.

Patch Removal Notes

Patch installation (activation) instructions include removal (deactivation) instructions.

Patch Success/Failure Verification

Patch installation instructions include verification instructions. Contact Technical Support regarding patch failures.

Avaya Security Vulnerability Classification

Not Applicable

PSN Contacts & Disclaimer

For additional support, contact your Authorized Service Provider. Depending on your coverage entitlements, additional support may incur charges. Support is provided per your warranty or service contract terms unless otherwise specified.

Avaya Support Contact

Telephone
U.S. Remote Technical Services - Enterprise 800-242-2121
U.S. Remote Technical Services – Small Medium Enterprise 800-628-2888
U.S. Remote Technical Services – BusinessPartners for Enterprise Product 877-295-0099
BusinessPartners for Small Medium Product Please contact your distributor.
Canada 800-387-4268
Caribbean and Latin America 786-331-0860
Europe, Middle East, and Africa 36-1238-8334
Asia Pacific 65-6872-8686

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