Unified Communications

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  • 1.  IX Workplace app rings when user not logged in

    Posted 04-01-2023 12:45 PM

    Our remote users currently must connect to our VPN in order to use the IX Workplace app. We are having an issue where the IX Workplace app will still ring when someone calls the user even if the user is not logged in to VPN. The user can answer the call but there will be no connection because we have blocked audio traffic in the firewall. According to our firewall settings there should be nothing getting through to the remote user when they are not on VPN. This is confusing and annoying to the user. Has anyone else had this issue or have an idea what the problem may be?



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    David Stoddard
    Telecommunications Manager
    University of Mississippi
    University MS
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  • 2.  RE: IX Workplace app rings when user not logged in

    Posted 04-01-2023 01:16 PM

    If you've setup the "Push Notification" system in Session Manager / System Manager, ASM will send a REST API call to Avaya's cloud servers, which in turn wake up the Avaya Workplace app on the person's iOS/Android device and start it to ring.  If Session Manager does not know that the user can't connect to session manager, it will continue to send that push/ring notification out.  In theory, the connection to the Session Manager will time out after a few minutes, but if the user does not proactively logout of the app, they will still get the ring notification until ASM deregisters them.

    The fix would either be to instruct your users to logout of Workplace on their mobile devices before dropping the VPN, or to expose the SBC interface for user registration outside of your VPN so users can maintain their connection. 



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    Nick Kwiatkowski
    Director of Design and Engineering
    Michigan State University
    East Lansing MI
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  • 3.  RE: IX Workplace app rings when user not logged in

    Posted 04-04-2023 11:46 AM
    Edited by David Stoddard 04-04-2023 12:18 PM

    I tested logging out of IX Workplace app first before VPN and that did the trick. Will have to inform users but we would rather do that than exposing SBC to outside registration.



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    David Stoddard
    Telecommunications Manager
    University of Mississippi
    University MS
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