SIP and MCP base Call Flow (Call On Hold)

[upk_singhm]

Hi Team,
I need to understand something. I have a setup here (Genesys 8.5):
One SIP server sitting at one site along with the agents.
Another site having RM and MCP.
Call Flow:
Customer Calls in to the PSTN gateway of the call center.
PSTN gateway patches call to the SIP server over SIP trunk.
SIP server patches call to an agent.
Agent puts customer on hold.
MCP begins to play hold music to the customer.

Now the scenario is, MCP goes down, what will happen to the call leg of the agent, will he get the customer call back to him or the call will be lost.
Also, in all of this the agent will continue to hear the silence since he has placed the call on hold or the agent can be made to hear some music as well.

Appreciate if someone can help me in this scenario.

Thanks,
Upkar

[Kubig]

The call would not end if the MCP goes down. The agent hears silence during the call is on hold.

[Fra]

I would be more keen to find out what happens to the customer leg: when on hold, RTP is streamed off MCP, hence if this crashes, it may impact the customer.
If that call leg no longer exists, the agent obviously won't be able to retrieve the call parked on MCP, however, I am inclined to think he/she will still be on the line hearing silence.

[Kubig]

If all is configured properly, there will be no impact on any side (customer and agent side).