We have IPCC 7.1 Enterprise with CCM 4.2(3) and Queue manager(CRS 4.0.4).
We have H.323 gateway communicating to the call manager. When the agents are busy, the call goes into one of the two queue managers and gets queued. Soon after the agent goes to ready state the call gets forwarded from the queue to the agent and after one ring the call gets disconnected.
Apparently when the customer is on hold he is not able to hear MOH. But the customer is able to hear the play prompt which is defined on the IVR VRU script. This means that the transcoder is working fine.
If a customer is calling and if agents are available there are no issues.
I am still suspecting the transcoder to be the problem and since it is a production network we cannot change the transcoder now.
Any other thoughts?