Identify these beeps

[LambMan]

Hello,

I have an issue where agents intermiitently receive 2 ascending tones in their headset, which seems to mute the far end of the call, followed by approx 10 seconds and then a another double tone (not ascending but the same tone)unmuting the far end.

The agents are not pressing anything on the headset or handset and there have been a couple of occassions where it has happened to two agents at exactly the same time.

The tones are picked up on the call recorder and do not seem to be produced by the headset as headset tones are not heard on the call recorder.

A recording of the beeps is attached.

Could be CM tones (although can't find any reference to this type of tone) or call recorder tones (Impact 360)

Any help appreciated as completely stumped and can't identify the tones in the first place to diagnose why this is randomly happening.

Thanks.

 

[AvayaTier3]

many headsets beep when the batteries need to be charged or changed out. This is so you don't just drop a call suddenly without knowing. This is an indication to use your handset and charge the headset. This is not a pbx feature.

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]

 

[LambMan]

Good answer but these tones are not being produced by the headset.

We have tested the headset tones and they are not heard by the voice recorder. The tones we are worried about are recorded on the voice recorder.

Besides this the headsets are fully charged when the issue occurs, and the headset produces 3 beeps when low on battery and not the ascending double tone exhibited, plus a battery warning wouldn't put the far end on mute for 10 seconds and then take it off again.

Thanks anyway but already ruled this out.

 

[AvayaTier3]

If these tones come from the pbx, you would see them in an MST trace for CCMS
Could they be service observing?
NOTE: you can modify predefined tones for anything "Command: change tone-generation"

A great teacher, does not provide answers, but methods to teach others "How and where to find the answers"

bsh

40 years Bell, AT&T, Lucent, Avaya
Tier 3 for 30 years and counting
[URL unfurl="true"]http://bshtele.com[/url]