Condition
Cause/Resolution
Verify that telephone settings are not changed
locally using the VIEW and ADDR Craft codes,
as described earlier in this guide. Verify that the
telephone volume is set high. Finally, conduct
a self-test.
AND the deskphone
was recently moved.
CAUSE: Loss of communication with the call
server.
RESOLUTION: As above, but verify whether
the deskphone is being routed to a different
DHCP server, or even a different call server
switch. If so, the new server or switch might
need to be administered to support the
deskphone.
AND the network was
recently changed to
upgrade or replace
servers, re-
administer the Avaya
Media Server, add or
change NAT, etc.
CAUSE: Loss of communication with the call
server.
RESOLUTION: As above.
The deskphone works, but the audio
quality is poor, specifically:
the user hears echo
when speaking on a
handset.
CAUSE: Echo from digital-to-analog
conversion on your Avaya Media Server
trunk.
RESOLUTION: Identify the trunk that is
causing the echo, and swap the Trunk
Termination parameter for that trunk on the call
server.
the user hears an
echo on a headset,
but not on a handset.
CAUSE: Improper headset cord.
RESOLUTION: Ensure that an headset cord
approved by Avaya is being used.
the user is on
Speaker and hears
no echo, but the far-
end hears echo.
CAUSE: Room acoustics.
RESOLUTION: Ensure that there are six
inches or so of blank space to the right of the
deskphone. If that is insufficient, use the
handset.
the user experiences
sudden silences such
as gaps in speech, or
static, clipped or
garbled speech, etc.
CAUSE: Jitter, delay, dropped packets, etc.
RESOLUTION: You can have the user provide
diagnostic data to Avaya support by invoking
the Network Information feature under the
A
(Avaya Menu) or
Home
button on the
deskphone. One or more Quality of Service
(QoS) features should be implemented in the
network. For information on QoS, see
Troubleshooting
82 Installing and Maintaining Avaya IP Deskphone H.323 9608, 9611G, 9621G, and 9641G
August 2013