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New Member

Customer unable to hear ringback

We are using CVP SIP comprehensice model. running version on 8.5.1. But we have a strange problem given below, Has anyone faced this issue ?

1) Customers dials out from a PSTN network.

2) Call is front end by CVP for initial call treatment.

3) It breaks out from CVP and reaches an Agent 1. (Ring tone is heard to customer in this case)

4) Agent 1 decides to do a blind transfer to CVP.

5) Call reaches to CVP and call treatment is given.

6) Call breaks out from CVP and reaches the second agent.

7) Here the customer is not able to hear the ringtone though the Agent Desktop shows as ringing.

This is also true during agent to agent transfer that the customer is not able to listen to the ringback tone.

Everyone's tags (1)
6 REPLIES
Green

Customer unable to hear ringback

Is it possible you are using "Send To Originator" and have the 91919191 pattern listed there, so calls from the PSTN (INVITE from an IOS SIP user agent) get ringback, but other INVITEs don't catch this. If you add a route in your proxy server to send 91919191 to the VG, does this improve the situation?

Regards,

Geoff

New Member

Customer unable to hear ringback

Hi Geoff,

We don't have the Send To Originator checked in CVP. But we found some weierd issue that if any change is made to CVP configuration and redeployed or simply we redeploy the same then the above call flow works for once and the customer is able to hear the ring tone. But the subsequent calls we are not able to hear the ring tone. Am not sure if some ports are getting blocked. Can yoy please guide us through this.

Green

Customer unable to hear ringback

Can I ask why you don't use "Send To Originator" ?

Regards,

Geoff

New Member

Customer unable to hear ringback

This was working until recently. We had issues in whisper announcement which we later figured out that the missinf "header-passing" command in gateway was causing the problem.

After which this issue surfaced. We have all the required satic routes configured under SIP sub system and not in directory number configuration where we have the option for send to originator.

Any clue as in what would be the issue of re deplyment in call server ? Also what would you suggest us to have the ringtone 91919191 route with the Send to Originator ?

New Member

Customer unable to hear ringback

Hi Geoff,

I just copied all the required routes under the directory number patter and checked the "send to originator" for both 91919191 and 92929292 patterns. But still the issue persists . Any ideas on what could be the issue here?

Green

Customer unable to hear ringback

For whisper to work you must have a route for 9191919100 - send to originator is fine or static routes. The dial peer must catch this so 919191T is fine.

You should look at the SIP messages to the gateway when you expect to hear a ringback that is not playing. debug ccsip messages and ensure the INVITE is coming.

Regards,

Geoff

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