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One way audio answer by UCCX agent, same call requeue then answer by next agent without disconnect / UCCX 11.0

fei he
Level 2
Level 2

I have cross a very strange issue and symptoms describe below:

PSTN caller intermittent (2%-3% of total 300 calls per day) experienced one-way audio when call answer by UCCX agent where agent cannot hear PSTN caller but PSTN caller can hear agent. Then agent end the call but PSTN caller remain active and the call returns to the queue and answered by next available agent with 2-way audio fine. When one-way audio issue happen, the same call always been re-queued without disconnecting and will be answer by next agent with no issue.

We are running 2 CM cluster and has inter-cluster SIP trunk setup between 2 CM cluster running v10.5 and v11.0 and the UCCX is on v11.0 as well. The call flows as below:

ITSP -- sip --> CUBE -- sip --> CM v10.5 -- inter-cluster sip trunk --> CTI RP on CM v11.0  -----> UCCX v11.0 --- cti port ---> agent on CM v11.0

Has anyone cross this strange issue and can share resolution?

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