able to hear music using dgtl phone but not on ip when on acd queue

[hari2578]

Hello ALL,

This problem is really taking a toll now..Need your expert ideas!!!!

We have a customer with CS1000M (2 grp) system rls is 4.00T alongwith SECC 4.2 with CP201i.

The the customer has a small callcenter setup...
when they call the callcenter number using a M39xx phones and if all the agents are busy,they hear a custom music,and once the agent is available the call is landing without any issues.

But when i replicate the same scenario using an IP phone(i2002,i2004,i2xxx) i dont hear any music..All i hear is a ringback tone.Once the agent is available the call is landing at the agent desk without any issues...

i tried giving all the frrt and froa to my cdns,acd's but no luck.

one obervation which might iam not sure if it will help you guys....the ringback tone pattern of the digital and ip phones are different...

i have loaded all the pathces on system,MC,SS
Any ideas would help me guys!!!

Thanks once again!!
cheers!!

 

[bigindian65]

could the H.323 route effect that?

Mato' Was'aka

 

[allenmac]

I would check availability of DSP channels and conference circuits. When you are in queue listening to music on hold, you are using conference channel, and the IP phones require a DSP to access a conference channel on the system.

 

[hari2578]

Hi Allen,

could you assist me more further on your idea..

Bigindian> confused how a h.323 roue would come into picture...pls could you explain it.

 

[bigindian65]

prob doesn't, looking for opinions. check your vgw channels to ensure you have enough for call flow and conference, and congerence loops. you can prt your vgws from ld 20 prt type:vgw if you do not know where they reside in software tnbs.

Mato' Was'aka

 

[bigindian65]

also, if you can dupicate your prob, be a good time to stat vgws in 32 to see if you have idle at the time it is happening.

Mato' Was'aka

 

[allenmac]

Ditto what Bigindian says. These are the first steps that I would take.

 

[hari2578]

Hi,
below is the prt of one of the TN's for VGW...

DES VOIP
TN 016 1 14 00
TYPE VGW
CUST 0
XTRK MC32
ZONE 000
===========================================================


so i have now created a new zone: 2 and now the issue is resolved...

Thanks for guiding me in the right direction...

Cheers,

 

[bigindian65]

should be, yes, never use zone 0, has no BW management

Mato' Was'aka

 

[hari2578]

hi folks,

the problem has re-appeared...looks like its intermittent...

when they agents are busy, the music is playing on the dgtl phones but not on ip phones.

 

[bigindian65]

do you have enough vgw channels?

Mato' Was'aka

 

[bigindian65]

are the VGWs built in the same zone as the IP sets, it needs to be.

Mato' Was'aka

 

[hari2578]

mapped the vgw zones to the Ip phones, but still struggling...

 

[dulfo666]

We get the same problem. But not on all Media Cards. I checked by creating a new zone and moving a phone into it. Then moved each card in turn into the new zone and check. Only cards on loop 100 or greater gave the problem. Conf Loop issues.

 

[hari2578]

Hurrah!!!

its working...some scripts changes on the sccs and ACD did the magic...

BIGINDIAN> thanks a million for your help....


thanks everyone toooooo