| Doc ID |
|
SOLN387082 |
| Version: |
|
2.0 |
| Status: |
|
Published |
| Published date: |
|
30 Sep 2026 |
| Created Date: |
|
30 Sep 2026 |
| Author: |
|
| Michel Rodrigues dos Santos |
|
Details
Avaya Agent for Desktop 2.0.6.26.3008
Problem Clarification
AAfD: VDN name is not displayed and whisper greeting is not heard upon call arrival on AAfD.
Cause
Issue found:
Missing extension and VDN numbers range in private table with trunk OPTIM.
Checking the calls SIP signaling the CM is not sending the History-info and the AAfD is not receiving the VDN number.
If the AAfD is not receiving the VDN number via SIP History-Info, the AAfD cannot active the Whisper audio recorded.
Working as designed.
Incorrect configuration in CM side to SIP calls and signaling information missing.
Manual info: Implementing End-to-End SIP Vol 2: SIP Telephone Signaling and Dial Plan Options.pdf
Page 21
NOTE: In CM, Notify, Publish and Subscribe messages and the History-Info and Diversion Headers
1. use the public table if trunk group numbering format is public and
2. use the private table if trunk group numbering format is private
These messages do not use the algorithm specified above. In order to support proper population of SIP messages, if the trunk group uses private numbering format, both the public and private numbering tables must be filled out properly.
Additionally action recommended: The customer has not SRTP implemented and teh signaling group SIPs has the SRTP enebled, It can cause delay to codec negotiation and cause codec issue with whisper too.
Solution
Solution: added all extension numbers from agents and VDN number range missing in the table "private-numbering" and disabled in all signaling groups the SRTP.
Fixed the issue after added the numbers range missing.
