Or, The Many Components Involved in Running OCS-Based VoIP

A client of ours had lots of trouble getting Conferencing to work lately. We put in OCS for them only 4-5 months ago. Naturally, they called us and said,

“Your OCS is broken! We can”t conference now!”

“Quick, Fix It!” “Which Part?”

Of course we sent an engineer out at once. He quickly determined that the problem was not OCS by communicating with our office from it. But he COULD reproduce the conferencing problem.

So what was causing it?

It”s times like this when we all remember that OCS is one part of a VoIP phone system. A critical part, but a part nonetheless. It”s just the part that faces the user every day, in form of the Office Communicator application. So it gets the blame when another system component won”t behave.

And that”s what happened with our client. After some investigation, it turns out the phone company providing SIP lines to their office was having issues. They told our engineer it would be fixed by the next day. It was.

To check, we conferenced with the client a day later. Sure enough, they heard us just fine.

Glad to Help, Once We Find the Problem

OCS has multiple components – servers (Standard, Edge,Mediation and CWA),SIP Trunking, IP-PBX Gateway, Internet connections, and Office Communicator. And sometimes it only takes one breaking to mess up the others. Aggravating, I know.

I figured this was a good opportunity to remind everyone about the many things involved in running VoIP. Every IT system has components. And they do their jobs for us. Most of the time.

When Support Calls Go Awry!
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