Prompt Not Playing

[mightyking]

Hi,

The prompts are not being heard when called from outside but we do hear them playing when called from Inside.

UCCX version: 8.5.1

CUCM version: 8.6.2

Gateway: MGCP (PRI)

IOS:  15.2(4)M6

Codec: G711 in Service Parameters

Thanks for you help,

MK

[Guillaume Roche]

Hi,

it looks like a codec problem .

Check the region of your device-pool for UCCX CTI Route point .

Regards,

[mightyking]

Hi,

Thank you for replying. The region for the CTI Route Point is correctly set and the codec used is G711.

Thanks,

MK

[Deepak Rawat]

Hello MK,

So problem again with UCCX :) but this time does not look to be an issue on UCCX as internal calls are working fine. What is the exact call flow right starting from the PSTN till call hits the UCCX.

On external calls, are the callers not able to hear any prompts at all or is it only some of the prompts in the starting of script they are not able to hear. What are the callers experiencing Complete Silence or something else, when did it start any changes that you can think of. If yes, then it will be worth to revert them.

What all t/s steps have you done so far related to this issue. Hope we can get this fixed as well.

Regards

Deepak

[mightyking]

Hi Deepak,

Yes another problem again. I am glad you replied cause I am sure you will be able to resolve this issue as you did for all others.

Calls come-in through a PRI (MGCP), goes to CUCM and then UCCX via a CTI Route Point. The CTI Route Point and Ports are in the right CSS and the codec used is G711. I am new in the project but was told that it never worked at least for the last 12 months. I know it sounds weird !!!! What I was told is that the callers hear complete slience and sometimes a Hiss. It sounds like a codec issue.to me.I was thinking of adding a Software IOS MTP but need to wait for a maintenance window.

Thanks,

MK

[Jonathan Schulenberg]

What does the VoIP call leg look like on IOS?

• is the media source IP CCX or something else? This will tell us if there is a media resource being invoked.
• what codec does the gateway show for that call?
• is the gateway receiving RTP packets? "Callers here complete silence or sometimes a hiss" sounds like a typical IP routing problem.
• If you're not seeing the RTP received packets increment, can CUCM and whatever router interface MGCP is bound to route to one another?

show call active voice brief

[mightyking]

Hi,

It appears that the network team have identified a asymmetric routing issue with multicasting and it looks like the problem has been resolved.

Thanks you for replying. You both deserve (+5)

MK

[Deepak Rawat]

Glad MK, the issue had been resolved and thanks for updating the forum.

Regards

Deepak