Jabber Auto Answer & Whisper Greeting Issue with UCCE

[westbrook1972]

Hi, 

When a call arrives to an agent, they get an audible 'ping' and then either a whisper message.

Where is the notification generated from and can it be deactivated? Some users are reporting not hearing the notification on every call.

What attributes controls this notification and are there any settings/parameters that can be checked.

[westbrook1972]

@Carlo Poggiarelli  Thank you for your continued responses and help.

Does UCM not play any role in generating the tone? If not, how is the tone transmitted to the agent- in the wireshark captures I have we do not see any flows between PG >> Agent ? Also, what logs could be referenced to evidence the tone was played- would PRT(Jabber) or PG logs help with this?

[bill.king1]

I could be mistaken, but it is UCM playing the brief tone. Here's a link that talks about it indirectly as far as when deployed with Mobile agent, and it is UCM doing initial tone, and then you can set UCCE up to play additional tone (for mobile agents only). Hope this helps.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_0_1/Configuration/Guide/ucce_b_ucce-features-guide-12/ucce_b_cisco-unified-contact-center-enterprise_features_guide_12_0_chapter_0100.htm...

[westbrook1972]

@bill.king1  Thanks for the response