Ring Back

[Leonxxx86]

Please correctly me from wrong. If there is no ring back after Genesys route the call to an agent (CCpulse shows that the agent status is on CallInbound), does that mean the issue is on Cisco call manager as this happens when dialing internally and from the PSTN?
My understanding is Genesys send the call to the Cisco physical phone and Cisco take care of the ringtone as this is not SIP?

This issue impacting a few agents for one department only, other departments are fine on the same Call manager and Genesys environment.

Thanks

[hsujdik]

Probably yes. Usually, you can get rid of this if you use Nailed-Up Connections to the agents (option TServer\line-type = 2 on the Extension DN). Check that feature on the Framework SIP Server Deployment Guide, Chapter 5: SIP Server Feature Support, section Nailed-Up Connection.

Please be advised that this is very dependent on how your environment is set up - it works fine if the agents work with a headset and with AutoAnswer enabled on the FrontEnd (WDE specially) and if the FrontEnd is the only responsible for picking up the call. You also have to have MSML configured and enabled. I believe that in any other setup this workaround could not be suitable for you.