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wimhasselo
Beginner

SIP trunk and problems with ringback tone

Hi,

We are running callmanager 7.0 and have a new SIP trunk to our provider KPN (service from KPN is named VOIP Connect)

We are directly connecting to a IP address from KPN in the EVPN cloud (our WAN is also provided bij KPN)

This is working prety well but we have a small issue with the ringback tone.

We are using a Genesys Callcenter.

when someone calls from external to a routepoint (monitored by Genesys) and Genesys forwards/reroute the call directly to a phone than the caller does not get a ringback tone.

Incomming calls directly to phones is working fine. The caller gets a ringback tone until the user answers the phone.

With incoming isdn calls to a routepoint and forwarded to phone is also working fine.

Anyone any suggestions where to look?

Thanks ahead,

Wim

2 ACCEPTED SOLUTIONS

Accepted Solutions

Hi

Try to change the following Service Parameter (for Callmanager
service) in CUCM and see if that helps:

'Send H225 User Info Msg' parameter and set it to 'Use ANN for
ringback'.

Can you confirm the network locale installed on callmanager. Do you have annunciator in the MRGL?

Please rate if helpful!

Regards,

Priya K

View solution in original post

Hi ,

Im glad it worked ..please rate helpful posts!

I guess it can only be removed from the cli of the callmanager, for example:

admin:file list activelog /cm/tftpdata/english_united_kingdom

AnnMonitorWarningTone.wb.wav            AnnRecorderTone.alaw.wav
AnnRecorderTone.g729.wav                AnnRecorderTone.ulaw.wav
AnnRecorderTone.wb.wav                  AnnReorder.alaw.wav
AnnReorder.g729.wav                     AnnReorder.ulaw.wav
AnnReorder.wb.wav                       AnnRingBack.alaw.wav
AnnRingBack.g729.wav                    AnnRingBack.ulaw.wav
AnnRingBack.wb.wav                      AnnToneOnHold.alaw.wav
AnnToneOnHold.g729.wav                  AnnToneOnHold.ulaw.wav
AnnToneOnHold.wb.wav                    g3-tones.xml
g4-tones.xml                            gateway-tones.xml
dir count = 0, file count = 32

Regards,
Priya K

View solution in original post

9 REPLIES 9
Steven Holl
Cisco Employee

So the call flow is this?

PSTN----sip----CUCM----Genesis------CUCM IP phone

Is Genesis answering the call before diverting the call to the agent?  If so, it is responsible for playing ringback, since the call is in the connected state.  The way our call center app handles this is it places the call on hold and the hold music is a recording of a ringback tone.

If the call is not in a connected state and you have ringback issues, it could be that you have an issue with the 183 w/ SDP during ringback.  CM needs rel1xx enabled and you need to invoke an MTP for CM to generate ringback in this scenario.

Hi Steven,

Thanks for your replay. I am sorry I didn't response sooner.

We were focussing only at the routepoint but it is a more general problem:

Scenario:

  1. External caller calls phone A (External caller is hearing a ringback tone until answered)
  2. then the call is transfered (blind transfer) to phone B
  3. Phone B is ringing but the external caller is not hearing a ringback tone.

Any suggestions on this?

pstn -> SIP -> CUCM 7.0 -> 7940 -> 7940

  Thanks in advance,

Hi

Try to change the following Service Parameter (for Callmanager
service) in CUCM and see if that helps:

'Send H225 User Info Msg' parameter and set it to 'Use ANN for
ringback'.

Can you confirm the network locale installed on callmanager. Do you have annunciator in the MRGL?

Please rate if helpful!

Regards,

Priya K

View solution in original post

Hi Priya,

That works, I had only to add the announciator in the MRGL.

The 'Send H225 User Info Msg' parameter has still the default value "'Send H225 User Info Msg' parameter"

The problem is that I don't want all the other messages from the announciator.

I tried to find a way to turn that off but without success. Any idea?

I added now a dedicated MRGL with the announciator to the SIP trunk.

It seems that works prety good.

Regards, Wim

Hi ,

Im glad it worked ..please rate helpful posts!

I guess it can only be removed from the cli of the callmanager, for example:

admin:file list activelog /cm/tftpdata/english_united_kingdom

AnnMonitorWarningTone.wb.wav            AnnRecorderTone.alaw.wav
AnnRecorderTone.g729.wav                AnnRecorderTone.ulaw.wav
AnnRecorderTone.wb.wav                  AnnReorder.alaw.wav
AnnReorder.g729.wav                     AnnReorder.ulaw.wav
AnnReorder.wb.wav                       AnnRingBack.alaw.wav
AnnRingBack.g729.wav                    AnnRingBack.ulaw.wav
AnnRingBack.wb.wav                      AnnToneOnHold.alaw.wav
AnnToneOnHold.g729.wav                  AnnToneOnHold.ulaw.wav
AnnToneOnHold.wb.wav                    g3-tones.xml
g4-tones.xml                            gateway-tones.xml
dir count = 0, file count = 32

Regards,
Priya K

View solution in original post

you deserve 5 stars ;)
 

wimhasselo
Beginner

Ok, thanks, will take a look at that.

sultanian
Beginner

I am having the same problem and I checked the IP Voice Media Streaming detailed logs and found the below...

 

14:12:06.823 |   CANNAudio::GetAnnouncement() Ann(Alertingtone) AnnRingBack.wav(NW) AnnRingBack.wav(NW)
14:12:06.823 |-->CANNAudio::isFileExist(AnnRingBack.wav)
14:12:06.823 |   CANNAudio::isFileExist(AnnRingBack.wav) isUserLocale(F) UserLocale(1) nwLocale(51) isCustom(F)
14:12:06.823 |   CANNAudio::isFileExist(AnnRingBack.wav) *ERROR* Announcement network locale not found ID(51)
14:12:06.823 |<--CANNAudio::isFileExist(AnnRingBack.wav)
14:12:06.823 |   CANNAudio::GetAnnouncement() Ann file missing (AnnRingBack.wav) UserLocale(1) Country(51)
14:12:06.823 |   CANNAudio::GetAnnouncement() Ann(Alertingtone) File(/usr/local/cm/tftp/)

 

So it seems that Priya point about Network Locale is catching my issue.

 

But how can I know the Country(51)??

you need to change annunciator device pool network locale to US. I had the same problem and got it working by changing that locale.  

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