When on ACD NO MUSIC plays with IP phone, but plays with dgtl phones

[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!!

 

[captaingadget]

Sounds like a media card issue, but I'm not sure where to suggest you look for the solution. Are the IP phones OK in other respects, i.e. is transmission OK from IP phone to digital phone and Ip phone to pulic network?

 

[hari2578]

yes captain,

there are no tx issues with Ip <-> dgtl Phones!!!

any other guesses!!!

 

[PareshTC]

are you using conference based musci or broadcast music? I am not sure you will hear music if the group containing the media cards is not having a working conference loop.

 

[Lynx77]

If you are using music conference based, every group needs its own music source.

If the virtual loop of ip phones are not in the same groupe as the conference loop of the music trunnk, it will not work.

A RAN broadcast music will always work.

To verify it, try to dial the music access code from an Ip phone. If it does not work, this would be the problem and not in the SECC.

 

[hari2578]

hi Guys,

found the fix....the VGW and the IP pHone zones were different..and also some ACD config's were missing..

Thanks for sharing your thoughts and ideas.