Does service observe work on ip soft phones? When I use SO on ip hard phones I get the rtp, however as soon as i switch to an ip soft phone (with no changes in between) I dont' get the rtp. By the way, if i switch to single step conf on the ip soft phone (with again no changes in between) i get the rtp. So it seems I can't rtp for ip soft phones when doing service observe

It's not clear to me if you are asking about observing a softphone by another phone or using a softphone to observe another phone.

In either case, the answer seems to be that it is possible. I do see a quirk when using One-X Communicator to observe another phone. That is, I must pause for a couple of seconds after dialing the FAC before I dial the extension. If I do not pause, the SO is not started.

Martin

Martin, sorry if i was unclear. I am trying to use a softphone to observe a hard phone. I am going to try waiting two seconds then dialing the extension to see if that makes a difference.

I tried a five sec delay between fac and extension with no luck.

We are still having an issue with service observer working on softphones. At this point we would be willing to pay for someone from avaya to help us take a look and get to the bottom of the issue.

What sort of softphone are you using? DMCC, SIP, H.323?

4610 phones (H.323)

4610 is not a softphone. Are you using One-X Communicator or something else?

Is the extension number of the softphone the same as that of the hardphone that was able to perform the SO? If not, have you checked that both stations are configured the same on Communication Manager?

Have you tried running 'list trace station NNNN' to see if Communication Manager shows a denial cause when the SO fails?

Martin

Martin,

I have two agents with extension 70392 (model 9641 h323 hardphone) and 70397 (model 9630 h323 hardphone). I have a recording device with extension 70408 (virtual station 4610). SO doesnt work when using 70408 as recording device but it does work if i use 70397. Would you like me to change the phone type for the virtual station and if so which type do u recommend?

Make sure that 70408 has the same COR and COS as 70397.

Also, run the command list trace station 70408 before trying the SO and see if this reports an error.

Martin

COR and COS are the same, no errors when running trace.

o Again, what type of softphone is registered at 70408? It it One-X Communicator, a DMCC application or something else?

o When you dial the FAC and station ID, does the softphone do anything, e.g display update or goes on-hook?

o Please paste the output of the list trace into this thread so I can take a look.

Martin

Martin,

the softphone is a dmcc application, not an actual phone.
My engineer had me use my dmcc application to register the softphone 70408, and then i used 70397 to call 70408 and let it ring for 4 secs. below is the trace:

=~=~=~=~=~=~=~=~=~=~=~= PuTTY log 2017.01.12 14:02:27 =~=~=~=~=~=~=~=~=~=~=~=
14:08:14 rcv GRQ ext 70408

 endpt [192.168.130.75]:31239

 switch [192.168.130.72]:1719

14:08:14 snd GCF ext 70408

 endpt [192.168.130.75]:31239

 switch [192.168.130.72]:1719

14:08:14 rcv RRQ ext 70408

 endpt [192.168.130.75]:31239

 switch [192.168.130.72]:1719

14:08:14 snd RCF ext 70408

 endpt [192.168.130.75]:31239

 switch [192.168.130.72]:1719

14:08:14 snd NSM ext 70408

 endpt [192.168.130.75]:31239

7  press CANCEL to quit -- press NEXT PAGE to continue87F1=Cancel F2=Refresh F3=Submit F4=Clr Fld F5=Help F6=Update F7=Nxt Pg F8=Prv Pg 8 7 Page 28LIST TRACE



time data

 switch [192.168.130.72]:1719

14:08:14 TCP connected (ne)

 endpt [192.168.130.75]:23329

 switch [192.168.130.72]:61444

14:08:14 snd NSM ext 70408

 endpt [192.168.130.75]:31239

 switch [192.168.130.72]:1719

14:08:14 Q.931 Setup received

 endpt [192.168.130.75]:23329

 switch [192.168.130.72]:61444

14:08:14 Q.931 CallProc sent

 endpt [192.168.130.75]:23329

 switch [192.168.130.72]:61444

14:08:14 Q.931 Connect sent

 endpt [192.168.130.75]:23329

 switch [192.168.130.72]:61444

7  press CANCEL to quit -- press NEXT PAGE to continue87F1=Cancel F2=Refresh F3=Submit F4=Clr Fld F5=Help F6=Update F7=Nxt Pg F8=Prv Pg 8 7 Page 38LIST TRACE



time data

14:08:23 Calling party station 70397 cid 0x39d5

14:08:23 Calling Number & Name 75397 Phil-75397

14:08:23 dial 70408

14:08:23 ring station 70408 cid 0x39d5

14:08:23 G711MU ss:off ps:20

 rgn:1 [192.168.130.111]:4800

 rgn:1 [192.168.130.67]:29144

14:08:23 xoip options: fax:off modem:off tty:US uid:0xa00a

 xoip ip: [192.168.130.67]:29144

14:08:41 idle station 70397 cid 0x39d5

14:08:41 Calling party station 70397 cid 0x39d5

14:08:41 Calling Number & Name NO-CPNumber NO-CPName

14:09:01 rcv URQ ext 70408

 endpt [192.168.130.75]:31239

 switch [192.168.130.72]:1719

14:09:01 snd UCF ext 70408

7  press CANCEL to quit -- press NEXT PAGE to continue87F1=Cancel F2=Refresh F3=Submit F4=Clr Fld F5=Help F6=Update F7=Nxt Pg F8=Prv Pg 8 7 Page 48LIST TRACE



time data

 endpt [192.168.130.75]:31239

 switch [192.168.130.72]:1719

14:09:44 TRACE COMPLETE station 70408 cid 0x0

7 Command successfully completed87F1=Cancel F2=Refresh F3=Submit F4=Clr Fld F5=Help F6=Update F7=Nxt Pg F8=Prv Pg 87 8Command:

also this is what i see on the display of 70397 when i dial 70408: ss.dmcc.pn.70408 70408

My questions were related to the call you would have to make from 70408 to setup the Service Observer. That is, what do you see when you use 70408 to dial the SO FAC, followed by 70397.

Martin