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Agent using Avaya One-X Agent (Version: 2.5.13)  Ziptone on inbound calls have stopped, or intermittent

  • 1.  Agent using Avaya One-X Agent (Version: 2.5.13)  Ziptone on inbound calls have stopped, or intermittent

    Posted 02-06-2023 01:47 PM

    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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  • 2.  RE: Agent using Avaya One-X Agent (Version: 2.5.13)  Ziptone on inbound calls have stopped, or intermittent

    Posted 02-22-2023 02:56 PM

    Weve seen some of the same. In our case it was Webex, and specifically the latest minor update versions, that was the culprit. Webex took over the sound control when nothing else was using it and was too slow in releasing it when a call came in for the whisper tone to make it to the headset. We discovered it by first affirming the whisper tone was making it to the computer via a wireshark capture.  After that we used Task Maanager to kill Webex fully and then had the ageents take calls and all agents got the whisper tone consistently. Our resolution was to downgrade the version of Webex to one we knew played nicely. Unfortunately Webex is pretty agressive in installing new minor versions so we still run into the proble occassionally.



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    Matthew Rickaby
    Lead DevOPs Engineer
    Charter Communications
    Charlotte NC
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