VPN Calls Issue
Posted: Tue Dec 22, 2020 11:41 pm
Hello everyone,
I am new here and need a little bit of help. I am using OpenVPN through a Synology device to allow our remote works to connect back to our home office. Everything has been configured and is working properly besides one issue. When a customer is placed on hold for longer than 3 minutes, the agent (employee) is not able to hear the customer after answering the call from a hold. The customer is able to hear the agent, but agent is not able to hear the customer. If the agent answers from a hold before the 3 minutes everything works fine and can continuously do that as long as they don't exceed a hold time of 3 minutes or more.
This seems to only happen with clients connected through OpenVPN. We have other employees using a different VPN client without the issue, so my guess is it has something to do with the configuration of the VPN server/client. We use Shoretel (TAPI) for a phone system. Can anyone please shed some light?
Thank you!
I am new here and need a little bit of help. I am using OpenVPN through a Synology device to allow our remote works to connect back to our home office. Everything has been configured and is working properly besides one issue. When a customer is placed on hold for longer than 3 minutes, the agent (employee) is not able to hear the customer after answering the call from a hold. The customer is able to hear the agent, but agent is not able to hear the customer. If the agent answers from a hold before the 3 minutes everything works fine and can continuously do that as long as they don't exceed a hold time of 3 minutes or more.
This seems to only happen with clients connected through OpenVPN. We have other employees using a different VPN client without the issue, so my guess is it has something to do with the configuration of the VPN server/client. We use Shoretel (TAPI) for a phone system. Can anyone please shed some light?
Thank you!