Did anyone find a resolution to the zip tone issue?? We are currently moving our agents from One X Agent to Workplace and struggling with the zip tone. I have both softphones launched on my desktop using the same Plantronics headset. Validated all the obvious agent audio settings. Clearly can hear the zip tone on One X Agent, nothing on Workplace.
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Paula Vosters
Lead Voice Engineer
Thrivent Financial
Appleton WI
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Original Message:
Sent: 02-14-2023 01:10 PM
From: Tom Lynn
Subject: Agent using Avaya One-X Agent (Version: 2.5.13) Ziptone on inbound calls have stopped, or intermittent
Hi Kevin,
Is there anything preventing you from using Workplace client instead of One-X Agent? If you've got CM8 or above you could use the new CC features and then compare if you still experience the same loss of ziptone using a different soft phone.
One-X Agent is no longer being developed, of course.
If you aren't on CM8 yet, then maybe Agent for Desktop would be a good alternative?
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Tom Lynn
Forum Moderator
Original Message:
Sent: 02-06-2023 10:52 AM
From: Kevin Ross
Subject: Agent using Avaya One-X Agent (Version: 2.5.13) Ziptone on inbound calls have stopped, or intermittent
Has anyone run across this issue: Some of our Agents using the Avaya One-X Agent application (version: 2.5.13) are experiencing issues with zip tones. For some, the Ziptone on inbound calls have stopped, others have intermittent issues. We have looked at the Dell sound Drivers, Plantronics firmware, power settings, audio settings and everything looks good. In the PCAP files we can hear the Ziptone reaching the computer, yet it fails to play. Microsoft, Avaya, and Dell have looked at this with us and no consistent resolution has been identified. Has anyone experienced and/or solved an issue like this?
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Kevin Ross
Senior Voice Communications Engineer
Magellanhealth.com
Phoenix AZ
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