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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 01:48 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 04-20-2023 10:53 AM

    Hi Kevin

    We are currecnlty experiencing the same with One-x Agent version 2.5.17. Have you figured out the issue? We are looking at possible cause as power saving mode on USB since our CC headsets are USB. Please let me know if you had any luck finding solution to this. Thanks



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    Takshil Shah
    Contact Center Infrastructure Consultant-Team Lead
    Manulife Financial - GIS
    Toronto
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