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Silent Calls - Mitel 3300 MXe Release 9.0 UR2

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marcrp:
Since we had our new Mitel 3300 MXe we've been having a lot of silent calls where the caller can't hear what the agent is saying. However the agent can hear the customer.

We are running 9.0 UR2 on the 3300.

It appears to be only calls that go through an ACD queue that get the problem and can be external or internal calsl to the ACD paths..

We get about 5 or 6 of these calls day at least. It seems to have happened since we upgrade to the first variant of version 9.0 release.

Anybody have any ideas?

ralph:
(1) what type of phone is the agent using?
(2) The external callers, what type of trunk are they coming in on?  (PRI, Copper, SIP, IP to another 3300)
(3) Does the caller hang up and get right through the next time?

Ralph

marcrp:
Hiya,

1. The agents are using 5215's 5212's and 5224's
2. External calls are through PRI. However we have had it happen internally when someone called the ACD path and that is IP to IP handset.
3. Yes, caller hangs up and calls back and gets through OK. It is very random.

Our VAR is stuck so we are not having much luck!

Thanks

ralph:
The IP calls: are the calls from phones on the same subnet?
If no, give an example of the IP and subnet of each of the phones.

The trunk calls: is the trunking gateway on the same subnet as the ACD agent phone.

What type of 3300 do you have?  Is is a MCD?

Ralph

marcrp:
IP Calls: Yes on same subnet (10.10.0.0). For info all VOIP traffic is on seperate VLAN to our data traffic.
Trunk Gateway: Yes on same subnet as ACD agents

Our 3300 is an MXe. We used to have a 3300 LX but change to a MXe in December and moved from version 8 on the LX to version 9 on the MXe. This is when the silent calls started.

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