Avaya Workplace Troubleshooting

Note: It is recommended that the IP Office and Workplace App are both on the latest firmware.

 iPhone

·         Ensure that the Avaya Spaces account is set up. (see Avaya Spaces document on Commsplus knowledgebase website).

·         If using Apple iPhone, ensure the Apple Push Notifications are enabled correctly.

·         Confirm the Apple iPhone is using a IPv4 address not an IPv6 address. To confirm, on the iPhone browse to https://whatismyipaddress.com/              

If an IPv6 address is showing, the IP Office currently does not support IPv6. You will need to install a profile on the iPhone to revert to IPv4. Raise a support ticket with Commsplus for a link to the profile.

 

If the iPhone is still not receiving calls when the Workplace App is in the background

·         Delete the API key and secret in the IPO security and save.

·         Turn off the Apple Push Notification in the IPO and merge.

·         Delete the API key in the Avaya Spaces account.

·         Delete the Push Notification App in the Avaya Spaces account.

 

Then

·         Create a new AIP key in the Avaya Spaces account.

·         Add the API key and secret to the IPO security and save.

·         Turn on the Apple Push Notification in the IPO and merge.

·         Check the Avaya Spaces account, wait until the Push Notification App is auto created, check to confirm there are details in the JSON (to indicate sync from the IPO)

 

Then

·         reset the Workplace App on the iPhone to default.

·         Sign in with the email address and then the Spaces password when prompted.

 

It’s best to have the user sync setup in the IPO to Spaces, so the Workplace app then logs in as the extension automatically.

 

·         Test to confirm the workplace app can receive the call when open on the iPhone.

·         If ok, put the app in the background and wait for 5-10 minutes. Watch SSA extensions, wait until the Workplace app is not showing registered. Then try calling to confirm the call wakes up the app and the call is received (and the extension shows in SSA)

Raising a Support Ticket with Avaya

 

If the call is still not received on the Workplace App,

Then the next step is to raise with Avaya Support.

 

In the IPO Config, under the NoUser Source Numbers, add the following entries and save the config.

 

ZANG_DEBUG_TRACE=Y

APNP_DEBUG_TRACE=Y

 

Start an IP Office monitor trace capturing the issue.

The SysMon trace requires the default trace filters plus the following enabled.

SIP>Events>Sip>Verbose

Services>HTTP>Verbose

Services>Web Services

CTI>MTCTI Events

CTI>MTCTI Tx Full

CTI>MTCTI Rx Full

 

Once the monitor trace is running with the correct filters, in the IPO config, turn off Apple Push Notifications and save, then turn on Apple Push Notifications and save. This must be done and captured on the monitor trace.

Put the Workplace App in the background on the iPhone, wait 5-10 minutes (until the extension is not showing registered in SSA) then make a call to the Workplace. Allow the call to go to the voicemail of the Workplace user. Then stop the monitor trace and save the file.

Send the monitor trace file, a copy of the config and a SSA snapshot and the Workplace App log files (see below how to collect the Workplace log files) to Avaya on the ticket.

Additionally on the Workplace App, select Settings and Support. Select Report a Problem and Send Logs. A zip file will be created. Use the email client on the iPhone to send the zip file logs to your email.

 

Android

·         If using Android, check the following settings. (not all settings are available on all Android devices).

 

·         Mute is not active.

·         DND is not active.

·         Power Saving mode is not active.

 

In Settings/Apps for both Avaya Spaces and Avaya Workplace

·         Notifications set to allowed and allow all types of notification (Lock screen, Badge and Pop-up).

·         Remove permissions if app is unused, set this to off.

·         Battery set to unrestricted.

 

Settings/Battery/Background usage limits/Never auto sleeping apps.

·         Add Avaya Spaces and Avaya Workplace if available.

 

Avaya Product Support Notice Access

 

There are other PSN available, it is always recommended to upgrade the IPO and Workplace to the latest version.

Below are links to important Avaya Product Support Notices (please check the Avaya Support site for any new PSN)

IP Office: Workplace Client Fails To Login To AvayaCloud In IPO Deployments and APN Configuration Issues

IPOSE, IPO, IP Office: Zang Account Synchronization Failed Failure cause Zang server error.

https://support.avaya.com/public/index?page=content&id=SOLN363043&viewlocale=en_US

 

IP Office: Apple Push Notification (APN) Failure System ID Is Not Provisioned.

https://support.avaya.com/ext/index?page=content&id=SOLN357455&viewlocale=en_US

 

Avaya Spaces: Workplace Client SSO integration with IP Office and Troubleshooting.

https://support.avaya.com/ext/index?page=content&id=ADMN116361

 

Upcoming Release of Avaya Workplace 3.37 iOS Client removes the support for iOS 13 and 14.

https://support.avaya.com/css/public/documents/101089740

 

Additional PSN can be found by visiting the link below, enter IPO as the Product Name and enter Workplace (and any other details of the error) and select Continue to view PSN.

https://support.avaya.com/support/en/secure/service-requests/enterticket

 

Apple push notification services

Apple Push Notification service (APNs) is a platform notification service created by Apple Inc. This service allows iOS users of Avaya Workplace Client for iOS to receive notification of new calls, voicemail messages, and other events. They receive these notifications regardless when the Avaya Workplace Client for iOS is idle in the background or is in quit state. However, if Avaya Workplace Client for iOS is on suspension, then Avaya Workplace Client for iOS automatically starts when a new call or instant message notification arrives.

	Note
	Apple Push Notification service (APNs) works only on TLS transport type.

The iOS device sends notifications via an intermediate push notifications server provided by Avaya.

Avaya Workplace Client for iOS 3.8 and 3.8.4 supports the push notifications feature.

• On receiving a new call notification, and while Avaya Workplace Client for iOS is on suspension, it takes up to six seconds before the Avaya Workplace Client for iOS becomes active, and you can answer the call. The exact delay depends on the version of iOS and the device used. Therefore, the No Answer Time setting time is increased to more than 20 seconds to allow the calls to ring before going to voicemail or following the divert on no answer settings.
• APNs service supports only a single iOS device per user. If you use Avaya Workplace Client for iOS on two devices, for example, an iPad and an iPhone, only the last client to register will receive notifications.
• While using iOS push notifications, always configure and enable voicemail or an alternate call destination number. When Avaya Workplace Client for iOS is not reachable, the No Answer Time setting triggers and the push notifications to a voicemail or a forward on no answer number.
• Setting your iOS device with a GSM telephone number as your mobile twinning and setting the Mobile Dial Delay (sec) to more than 10 seconds, allows the time for the call notification to be answered on a previously suspended client before it alerts the GSM call.

	Note
	In IP Office, while using iOS push notifications, if you were using a secured port in the primary server, use the same secured port as a preferred port in secondary server. Any mismatch in the secured port configuration is not valid.

 

Apple Push notifications for Avaya Workplace Client on iOS devices.

Use this procedure to enable the push notifications to allow the clients to receive call and voicemail message notifications.

Note

When Avaya Workplace Client in your iOS device, such as iPad or iPhone, is in suspended state or quit state and you log in to another Android or Windows based mobility or desktop device using the same user, IP Office deletes the associated application device token and unregisters your iOS device if registered. When you log in using the same user, you must manually logout and login to the the iOS device to reactivate the token so that you can receive push notification calls.

 

Before you begin

·         All IP Office’s in Small Community Networking (SCN) should have egress public access to connect to Apple Push Notification Provider (APNP) to support push notification to Avaya Workplace Client.

·         In the case of SCN deployments, IP Office primary server should synchronize the configured System ID, Private/Public key with all IP Office in SCN deployments.

·         Configuration synchronize is supported only in IP Office Server Edition with a centralized primary server (only Star topologies) and Managed/Hybrid Customer Premises Equipment (CPE). It is does not in case of Traditional SCN Deployments with 500v2 (includes serial, mesh and star topologies).

·         In the case of Server Edition with centralized primary or Managed/Hybrid CPE, synchronizing Push details should be done through an explicit button that is available in Web-Manager at the solution level.

·         Synchronizing Push details is dependent on the generation of System-ID (dependent on the configuration of Zang domain and APNS) and Public Key/Private Key. Enabling APNS at the solution level, synchronizes the push button.

·         Web-Manager needs to synchronize the System-ID and Public/Private key pair in System Security settings generated in primary server of SCN nodes.

·         To sync security settings, the administrator should have access to security settings of IP Office

·         Adding a new expansion to the existing solution synchronizes the configuration to the expansion. But synchronization of the push details (security settings) should be done manually using the synchronization button in Web-Manager by Administrator.

·         In the case of IP Office 500v2 systems in SCN or Server Edition without a centralized primary, ensure the company domain is configured and verified.

Procedure

1.       Select System Settings > System > Avaya Push Notification Services.

2.       Select Enable Apple Push Notification Services.

3.       Click OK.

Increase the No Answer Time settings while using Avaya Workplace Client on iOS devices to at least 20 seconds. This can be done either by: o    Go to System Settings > System > Telephony > Telephony and increase the Default No Answer Time settings o    Select Call Management > Users > Add > Telephony > Call Settings and increase the No Answer Time setting of the individuals.