No Audio

[davea2]

So

I have a contact centre and I made some changes to the call flow and since then(according to the customer) when an agent answers the call they get no audio unless the press transfer and then cancel.
If I call the agent's DID number, there is no problem.

So it's only calls getting transferred by IPOCC.

The only thing different in the call flow on these particilar calls is an up-front announcement (Welcome, thanks for calling.. etc.) and then straight through to a free agent
Phones are J169, but have been OK before.

Any ideas?

Cheers

dave

 

[davea2]

OK, so I take out the Annouincement and the problem goes away....

 

[davea2]

Rectified in the end by deleting and recreating the announcement...

 

[davea2]

Problem still re-occurrs though..

Any ideas?

 

[Bastilicous]

I had that issue in different installations so far, and always solved it but never know how I did that :-(

I suggest that's a topic of VoIP connection security settings, maybe to the IP Office line or of the IPOCC SIP usser ... Do you have any insights as well, davea2 ?

 

[Bastilicous]

@davea2

Do you have new insights in the meantime?

 

[davea2]

The customer had specified J169 handsets for the contact centre, however these are not supported with IPOCC, oficcially.
We changed them out for 9608 handsets and problem solved.

The problem only occurred with an announcement in te task flow though. Weird!