J Series Sporadic Voice Issues (No Speech/Audio) IP Office V11.1.3

The Avaya Support Notice for this issue can be found on the URL below.

https://support.avaya.com/ext/index?page=content&id=SOLN378681&viewlocale=en_US

Avaya have released a critical patch for the IP Office Server Edition and IP500v2 to fix this issue.

Instead, the critical patch can be downloaded via the below

Sporadic No Speech J Series CP 11.1.3.1.7 Build 1 

Before making any changes

Take a backup of the Config, a System Status Snapshot and backup of the Voicemail Database.

You will need the IP500v2 or IPOSE on the latest 11.1.3.1 firmware before applying the critical patch.

Once completed.

Confirm access to the IP Office with Manager, Web Manager, System Status and Voicemail Pro Client.

Confirm handsets/softphones are registered, calls, voicemail and hold music are all working correctly.

To apply the patch to an IPOSE

Access the IPOSE via 7071

Select Settings / General

In the Software Repositories / Applications

Select Browse and select the file: ipoffice-11.1.3107-1.el7.i686.rpm

Select Add

Once it has been uploaded.

Select Updates.

Scroll down to IP Office.

You should see the Update button is available to be selected.

(In the screen shot below, the IPOSE has already been updated, which is why the Current Version tab is showing the critical patch version as the current version)

Select Update and confirm in the box that appears.

Remember that at this point it will update the IP Office service, which means it will restart and all calls will be disconnected, and all handsets/softphones will be down.

It shouldn't take longer than 5 minutes to update.

To apply the patch to an IP500v2

Open Manager

Select File, Advanced, Upgrade

Right click on the IP500v2 and Select Directory

Select OK

The critical patch version will now show in the Available tab.

(In the screen shot below, the IP500v2 has already been updated, which is why the Version tab is showing the critical patch version as the current version)

Select Upgrade.

Enter the System password and select OK.

Once the files have transferred, select Yes to proceed with upgrade.

Remember that at this point it will update the IP Office service, which means it will restart and all calls will be disconnected, and all handsets/softphones will be down. It shouldn't take longer than 5 minutes to update.

Troubleshooting

 

If upgrading the IP500v2 fails using Manager

You will need to copy the file onto the SD card manually

 

Save a config backup to your desktop

Select File, Save Configuration As

 

Shutdown the SD card

Select File, Advanced, Memory Card Command Shutdown

Select Yes to the warning

(this will shutdown the SD card, but the system will remain working for calls, only the voicemail will stop working)

 

Wait a few minutes then remove the SD card from the Avaya and put in a SD card reader in your laptop

 

Copy the ip500v2.bin to the primary folder overwriting the original

 

Eject the SD card from the laptop

Put the SD card back in the IP500v2

 

Reboot the system using Manager

Select File, Advanced, System Reboot

Select the system, select OK

Select the method required to reboot the system and click OK (the system will upgrade after the reboot)