Hello everyone. I'm glad to have found this community, and I am really hoping someone here can help. Let me just start by stating that I am an entry level IT employee (helpdesk), so please excuse my lack of knowledge on some subjects.
The company I work for had us using Magic Jacks, and Avaya IP agent via Citrix, to login to the phones. We began having issues with Avaya not connecting, or dropping, and because we were using Magic Jacks, none of our telecom groups would support the issue. Then, about two weeks ago, they decided to distribute the Aruba Rap3 and an Avaya 9611g desk phone, so we would have a more reliable solution, and one that is supported by IT.
I got everything setup, and it worked amazing for about a week, until my ISP changed out my gateway, at my request. Now that I have the new gateway, I will be on a call, and the line will go silent, and then the phone will reset. This happens often, and has made it to where I am going to have to start working back in the office. This is not a great option for me, as I work an off shift, and am a single father of two young children. When I created a ticket for the issue, I was quickly told that, because this happened after my ISP changed my gateway, that I needed to call them. I am all too familiar with working with tier 2 and 3 support at my ISP, and I can tell you, that they have no idea about Aruba RAPs or how they work.
Now, onto the configuration. I have the supplied Ethernet cable running from the router, to E0 on the back of the RAP, and a 25 Ft. Belkin flat Cat5e cable running from E2, to the top port on the Avaya phone. We use RDP to connect to our office computers, so E1 is not used. Initially, I had a 3801HGV 2-wire gateway, and during this time, I never once had an issue with the phone dropping/resetting. I did; however, have an issue with my bandwidth dropping way below what is was supposed to be, and this is where the new Motorola NVG589, bonded pair gateway comes in.
My ISP had already done everything they could do, and I had spent countless hours talking to support and having techs in my house. I had already had a homerun cable ran from the pedestal outside, to the gateway in my house; no wallplates, no splices, straight shot. It took an act of congress to get this bonded pair install, but I finally got it. This is supposed to allow for a more reliable connection, and to be able to pass bandwidth over a further distance, but now I am having the VOIP issues. When I spoke to someone from Voice Architecture, at my company, and tried to explain this to them, they were not trying to hear it, which I partially understand, because there is nothing you can do about someone's personal internet connection. However, I don't find any issues with my connection. Bandwidth is solid, and nothing else on my network seems to be affected. I did finally have someone from IT call me back, and have me reset the RAP, using the reset button on the bottom of the RAP, which appeared fix the issue, but only for about an hour.
I really think there is some type of compatibility issue between the new gateway, and the RAP, or Avaya Phone, but I have searched and searched, and cannot find anything regarding this setup. It could be anything for that matter, and that's why I am coming here, hoping that someone in the community can help me out. Please let me know if there is anything additional you may need to consider this issue. I am attaching the documentation for the gateway here. It was pretty hard to find, and not very much information on them is available on the internet. I have logged into the gateway, and attempted to figure out, if something needed to be changed, but couldn't' figure it out. Again, I am new to IT, and the complexities of networking are way over my head, so go easy on me with the networking terms please :smileywink:
Thanks to all who take the time to read or reply to this. My job is on the line, if I don't get this straightened out, and being a single parent, I really can't afford to be jobless right now.
Thanks,
Chris