Avaya PSN000759u User Manual

PSN#

Original publication date: 4-May-2006. This is Issue #1, published 4-May-

2006.

Name of problem Products affected

4600 IP Telephones

Problem description

While in VuStats display mode, ACD agents using single display line telephone sets will not see the incoming call display (caller ID along with the VDN name providing DNIS) while the set is displaying VuStats information. A single display line telephone is a set equipped with a single 40 character (or less) display for incoming calls and informational displays. This also applies to telephones where the single display line is wrapped into two segments such as the CALLMASTER V, 7406 and 6400 series type telephones. Included in the list of telephones that are treated as single display line sets are the 46xx type IP sets even though these sets have separate information and call appearance display segments. Functionally these sets are addressed by Communication Manager as single display line telephones.

Resolution

To see the incoming call display while the call is ringing the set with these single display line sets, the user must cancel the VuStats mode by pressing the Normal, Inspect or Exit button. The VuStats mode can then be resumed by pressing the VuStats button.

Starting with Communication Manager Release 3.1.2 (load 632), the incoming call display will appear automatically on the 4610, 4620, 4621, 4622 and 4625 type IP telephones in the call appearance display and the VuStats display on the top information display will continue to appear after a slight flicker. For outgoing calls the VuStats display on the top information display line will be suspended, when agent originates an outgoing call. The digits dialed are echoed on the associated call appearance display line. When the call connection is being made the VuStats will be displayed again on the top display line after a slight flicker.

Note that with this change some situations could result in VuStats not being displayed even though the VuStats button is highlighted (indicating active VuStats mode). With certain VuStat formats the VuStats display will disappear during agent login/logout, or any other Feature Access Code operation or off/on hook sequence (e.g., a misdialed number). In these cases the VuStats display will be restored on the next successful received/placed call or by the agent pressing the VuStats button. As is normal with single display line sets, use of certain display features like Caller-Info (display of collected digits) will require deactivation of VuStats and subsequent reactivation when the VuStats is to be redisplayed.

Workaround or alternative remediation

PSN000759u

Single Line Display Type Telephones in VuStats Mode Do Not Display Incoming Call

Severity/risk level

Low

Urgency

When convenient

Remarks

Patch Notes

The information in this section concerns the patch, if any, recommended in the Resolution above.

Backup before applying the patch

n/a

Download

n/a

Patch install instructions Service-interrupting?

n/a No

Verification

n/a

Failure

n/a

Patch uninstall instructions

n/a

Security Notes

The information in this section concerns the security risk, if any, represented by the topic of this PSN.

Security risks

n/a

Avaya Security Vulnerability Classification

Not Susceptible

Mitigation

n/a

For additional support, contact your Authorized Service Provider. Depending on your coverage entitlements, additional

support may incur charges. Support is provided per your warranty or service contract terms unless otherwise specified.

Avaya Support Contact Telephone

U.S. Remote Technical Services – Enterprise 800-242-2121

U.S. Remote Technical Services – Small Medium Enterprise 800-628-2888

U.S. Remote Technical Services – BusinessPartners for Enterprise Product 877-295-0099

BusinessPartners for Small Medium Product Please contact your distributor.

Canada 800-387-4268

Caribbean and Latin America 786-331-0860

Europe, Middle East, and Africa 36-1238-8334

Asia Pacific 65-6872-8686

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