While the call is transfering to agent, IP Phone is ringing but customer can't hear the Ring Back tone(Customer-->PSTN-->MGCP GW--->CCM--->IPIVR--->IP Phone)

[cisco]

Hi,

1. We have Call Manager 7.1.3 configured and integrated with MGCP Gateway.
2. We have 2 E1 lines registered in the Call manager as a MGCP end points.
3. When we dial the Toll free Number from the PSTN, the IPIVR is playing the welcome message and we can able to transfer to the agent.
4. While the call is transfering to agent,  IP Phone is ringing but customer can't hear the Ring Back tone.

Customer-->PSTN-->MGCP GW--->CCM--->IPIVR--->IP Phone

Please share us your thoughts with regard to this requirement. Also please let us know if any special configuration has to be done to overcome this issue.

Please find the RTMT log output as attached.

Regards,

Arun.M

Message was edited by: Arun.M

[Graham Old]

Is this IP-IVR or UCCX. As you are talking about Agents I will assume UCCX.

When UCCX transfers a call to the Agent it does a consult transfer. That way if the agent does not answer the call UCCX can pull the call back and transfer it to the next agent. During this time the caller is still holding on the CTI port and will hear Music on Hold from the CTI port.

If you have silence then you need to check your Music on Hold.

If you want the caller to hear ringing at this time you must obtain a wav file of a ringing sound and upload this to CUCM as a Music on Hold file. If you have more than one CUCM then you must upload the ringing wav file to each CUCM server as its not automaticaly sent to each server.

Then on UCCX on the CTI port group set the Network Hold Audio Source to your new MoH ringing sound and then update.

You must then logon to CUCM, find all the CTI ports and reset them. They won't switch the MoH until you do.

Then when a caller is waiting for an agent they will hear music. When the agents phone starts ringing then the caller will hear ringing.

Regards

Graham

[Tapan Dutt]

Hi

call manager tells the G/W to play the Ringback to the PSTN user. Check if you have an annunciator in the MRGL on the gateway page.

HTH

Tapan

[Marwan ALshawi]

The network MOH source on the CCX call control group will determine what the caller will hear when the call is being transferred to the agent.  You need to upload a ringback.wav file to CUCM MoH, then create new common device configuration leave everything to the default and chose the Network audio source as the newly uploaded one ( for ring back )

Then assign this common device configuration to the UCCS CTI ports

or you cn do it as Graham suggested above

HTH

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