Not being heard after being placed on hold

[allsup-jwagner]

We have a CUCM 7.1.3 environment and are having an intermittent issue when calling out to an external party and getting put on hold.  Sometimes, when they take us off hold, they can no longer hear us talking.  Is this something that is more likely to be an issue on our side, or on the remote side, and how can I tell?  I checked the CDR record for the call, and it does not show any errors, and a normal call disconnect on the remote side, but I do not know where to look next.

Thanks,

John

[paolo bevilacqua]

You local system know nothings about being put on hold by a remote party, and it never takes any action about.

So it's the other party that should look for the issue, not you.

[Clifford McGlamry]

How are your gateways set up?  H323?  Sip?  MGCP?

Cliff

[allsup-jwagner]

We are using H323 gateways.  It seems to happen after one of our internal users gets put on hold and has been on hold for 5-10 minutes or longer.  Initially, I had chalked it up to something on the remote end, but I have received reports of a second different agency this has happened with.  I'm still not convinced it is on our end, but it seems like a bit too much of a coincidence, I just do not know where to look next.

[Clifford McGlamry]

It sounds like you may be in need of an MTP.  CCM server can provide one if it's all G711.  Otherwise, you'll need hardware MTP's or transcoders to do the job. 

You can configure the gateway so an MTP is required (in CCM), and just try it that way, You can certainly do more troubleshooting, but in this case if it's all local, it's faster just to try this first.  I've seen this happen before, and adding MTP resources fixed the problem. 

Cliff