Ok so I have an agent who is using a soft phone application. Upon log in to the soft phone (entering log in ID password and dial back number) the hard phone will ring but when picked up there is a denial tone. Previous employees have removed and recreated the Avaya log in ID and it didn't fix the issue. I removed the agent ID, created a dummy agent id and than recreated that agents ID. issue was fixed. Now a few questions come to mind. 1) Is creating a dummy agent making sure the agent ID is not getting the same resources from Avaya Communication manager? 2) What resources change between the creation of the two (IP, MAC etc).
Thanks to all for informing me with any answers.