UCCX 9.x Music On Hold issue

[Matthew Miktus]

Hoping someone has seen this one before:

Call comes into the CCX (v9), hits the script and the caller gets routed into the correct queue.

Correct MoH stream is played.

When the call is routed to the agent and the call connects MoH continues to play over the call.Only the CSR can hear it, and the QM Call recording picks it up as well. The calling party cannot hear the MoH at all. The MoH then stops, only to return randomly mid call again.

This has happened on 2 separate occasions (that have been reported). Engaging and releasing hold does not resolve the issue.  The UCCX ENgine was restarted for another issue and that did not correct the MoH problem.

Calls are being recorded by QM and use the BiB feature.

TAC Case was opened, but if anyone has any insight it would be appreciated.

Thank you.

Matt

[Manish Gogna]

Hi Matt,

Is the reproducible by making a few test calls from an IP phone, or is it only affecting external calls? Is it seen for a specific model of IP phones / device pool ? MoH would be streamed from cucm so restarting the IP Voice media streaming app service on cucm can be tried to see if it helps.

[Matthew Miktus]

It only impacts calls coming in from the ITSP to the UCCX.  All agents use the CIPC and this is only affecting them.  Repeatability is difficult now, but the issue is being reported at random.  I have audio of the call, but it contains sensative acct information.  However, Call is answerwed and MoH plays for .5 seconds after the call connects.  Then about 10 seconds in, you get about 1sec of MoH. then about 30 seconds later you get about 3sec of MoH.  Only the CSR can hear the music.  It continues in this manner for the duration of the call.

Thanks for the suggestion about the IP Voice Media app.  I'll give that a shot.

[Chakshu Piplani]

Hi Matt,

You you please verify is multicast MOH is enabled ? If yes please disable it.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/9_1_1/ccmfeat/CUCM_BK_C3E0EFA0_00_cucm-features-services-guide-91/CUCM_BK_C3E0EFA0_00_cucm-features-services-guide-91_chapter_0101010.html#CUCM_TK_C7014329_00

CTI devices do not support the multicast Music On Hold feature. If a CTI device is configured with a multicast MOH device in the media resource group list of the CTI device, call control issues may result. CTI devices do not support multicast media streaming.

Since one the call is connected from the CTI port to the agent its a consult transfer, I'm suspecting this to be a multicast issue.

Multicast MoH consists of streams sent from the MoH server to a multicast group IP address that endpoints requesting an MoH audio stream can join as needed. A multicast MoH stream is a point-to-multipoint, one-way audio RTP stream between the MoH server and the multicast group IP address. Multicast music on hold conserves system resources and bandwidth because it enables multiple users to use the same audio source stream to provide music on hold.
Thus, if twenty devices are on hold, then potentially only a single stream of RTP traffic is generated over the network. For this reason, multicast is an extremely attractive technology for the deployment of a service such as MoH because it greatly reduces the CPU impact on the source device and also greatly reduces the bandwidth consumption for delivery over common paths.
However, multicast MoH can be problematic in situations where a network is not enabled for multicast or where the endpoint devices are not capable of handling multicast.

HTH

Chakshu Piplani

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[Matthew Miktus]

Chakshu

Thank you again for your input.  Multicast is not enabled.  As it stands now, following a TAC case, we still do not have an answer:

the short answer right now is:

It appeared out of no where

TAC shrugged and said “I dunno”

We bounced a few services (As per tac)

It happened once more

Then it vanished.

I'm chalking this up to gremlins and ghosts in the machine until conclusive analysis proves differently.

[MNour401917]

Hello, Did you end up resolving this issue? Having similar issue. Thanks.