Hello-
Our enterprise has a client that provides Cisco ACD (unsure of specific version, let's say UCCE 12.6), while we provide Cisco PBX (CUCM 11.5, in process of move to CCaaS). The client has our agents log in to their Finesse using mobile agent and a nailed connection tunnel is established. The client then feeds customer calls to our agents thru this nailed tunnel. As a customer call is sent to our agents, they are also sending RFC2833 RTP Event packets as a zip tone to notify the agent that a call is inbound.
----signaling path: client SBC >>> sip >>> vCUBE >>> sip >>> CUSP >>> sip >> CUCM >>> sip >>> Jabber
Our vCUBE (17.06.03a) pcap captures have confirmed that the RTP EVENT packets are being received in from client SBC to the vCUBE and then forwarding out to the end device. We also have confirmed from the end device (win10 machine using Jabber) that the RTP Event packets are arriving, yet the agents are not hearing the tones. No matter which device we use (Jabber/CIPC/7942), these tones are not heard.
Hoping someone here might have seen or heard of an issue like this and can provide some guidance. Thanks!
