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Cannot hear the queued call voices

Hi

We have CUCM 10.5 and UCCX 10.6 and E1 line that is connected to the router ( as a voice gateway). We have problem in hearing voices of the caller. When a call stays in queue and then connects to the agent, the agent can not hear the voice of the caller, but when the call connects directory to the agent, the agent can hear the voice. I talked to the provider and they said that they do not have any problem and every thing is working fine.

How can I solve this problem?

 

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