Condition Cause/Resolution
the user hears echo
when speaking on a
handset.
CAUSE: Echo from digital-to-analog conversion on
your Avaya Media Server trunk.
RESOLUTION: Identify the trunk that is causing the
echo, and swap the Trunk Termination parameter for
that trunk on the call server.
the user hears an echo
on a headset, but not on
a handset.
CAUSE: Improper headset cord.
RESOLUTION: Ensure that an headset cord approved
by Avaya is being used.
the user is on Speaker
and hears no echo, but
the far-end hears echo.
CAUSE: Room acoustics.
RESOLUTION: Ensure that there are six inches or so
of blank space to the right of the phone. If that is
insufficient, use the handset.
the user experiences
sudden silences such as
gaps in speech, or static,
clipped or garbled
speech, etc.
CAUSE: Jitter, delay, dropped packets, etc.
RESOLUTION: You can have the user provide
diagnostic data to Avaya support by invoking the
Network Information feature under the A (Avaya
Menu) or Home button on the phone. One or more
Quality of Service (QoS) features should be
implemented in the network. For information on QoS,
see
Using Local Administrative (Craft) Options on
page 36.
CAUSE: Improper non-Category 5 wiring.
RESOLUTION: Replace non-Category 5 wiring with
Category 5 wiring.
the user hears
fluctuations in the volume
level which are worse
when the Speaker is on,
or at the beginning of a
call, or when a call goes
from no one talking
abruptly to a loud voice.
CAUSE: The user has changed the Automatic Gain
Control (AGC) or environmental acoustics are not
consistent with the current audio settings.
RESOLUTION: Try different On or Off settings for the
AGCHAND, AGCHEAD, and AGCSPKR parameters.
The phone works properly except for the
Speaker.
CAUSE: The Speaker was turned off at the call
server.
RESOLUTION: Administer the call server to allow that
station’s Speaker to operate. If that does not work, do
a self-test on the phone, as explained in Performing a
self-test on page 55.
The phone works properly, but you cannot hear
incoming DTMF tones.
CAUSE: The TN2302AP board does not pass in-band
DTMF tones.
RESOLUTION: None; the board is operating as
designed.
Table continues…
Troubleshooting
March 2018 Installing and Maintaining Avaya 9608/9608G/9611G/9621G/9641G/9641GS IP
Deskphones H.323 80
Comments on this document? infodev@avaya.com
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