Customer can't hear rep after hold

[stork]

Hello, I am having an issue with a rep in our center stating customer cannot hear them sometimes.

The last time this occurred was when the rep placed the customer on hold, Dialed into a Supervisor queue (I believe to verify info), then hung up that call and got back with the customer and they couldn't hear the rep but the rep could hear the customer.

I know this seems like a pretty vague post, but what I am really looking for is anything that could point to the issue.  This only seems to be happening when by the situation above or sometimes when the call has been transferred to another queue.

On a side note, when I was going through the configuration in CUCM, I see a RP 8881111000! that points to CVP.  In the CVP OAMP there is no dialed number pattern like this configured.  Could that possibly be the issue?  Does this need to be configured in the OAMP console to point to a VXML GW?

[erikasasaki]

I know this is default question, but did this issue just happen recently? Where there any recent changes on your infrastructure?

I had an issue in the past where the issue is related to the way our SIP telco provider is handling the a=sendonly/a=inactive line on the SIP SDP. See this post

https://supportforums.cisco.com/t5/ip-telephony/one-way-audio-after-call-is-put-on-hold/m-p/2545991#M279597

If you gather gateway logs (if you are indeed using SIP) you can verify if you are encountering the same issue. If you are, aside from modifying the service parameter, you can also create SIP profiles that can modify a certain SDP parameter based on your configuration. So you can delete the inactive line if the dial-peer is telco facing, or before CUBE sends out the SIP message to CUCM, etc.

hope this helps