Genesys GVP to Avaya Session Manager

[PFCCWA]

Hello,

We have a Genesys GVP 8.1 set up with Avaya Session Manager but seem to have a problem where cpd is not working for outbound campaigns.
SIP (8.1) logs show RTP port is sent from mcp to avaya sm.
Wireshark trace shows no RTP flow which would suggest no rpt packets are reaching mcp (back from avay sm?).

I am therefore wondering where the problem is.
Our network team say there is no firewall / port blocks between mcp and avaya sm host.
The transport protocol is udp from genesys (assuming the same in avaya).
Could the avaya sm be stopping this (internally)?
I would like to direct our avaya engineer on what to check.

thanks.

[cavagnaro]

And your CPD is...
Avaya? Genesys CPD? GVP CPD?
Come on PFCCWA, you are not newbie you know how this works...logs, full description...

[PFCCWA]

Sorry just a little rusty...

We are using GVP Media Server for CPD.

Scenario.
Outbound Campaign is started.
When a record is dialled, then answered by called party (or fax/busy/answer machine), the call is routed to agent after 26 seconds of silence (sip time out setting).
In SIP logs we can see Invite header from sip to avaya session manager including mcp IP and rtp port.
When we run a wireshark trace, there is no rtp packets received by mcp.
I also enabled cpd recording (in OCS 8.1.1), however the files are blank (1 kb) in mcp/record folder.

I am wondering where the issue is? Genesys/Avaya/Network?
As mentioned no firewall or port blocking between genesys mcp and avaya hosts.
How can we test/troubleshoot this?

thanks.

[cavagnaro]

And this was working before?

[PFCCWA]

yes it did.
however no one is owning up to changing anything.

We dont have much avaya experience to make the necessary checks on the avaya session manager so only have the network and genesys confirmation that all is configured to expectation.

thanks,

[cavagnaro]

Are all on same network? I see Avaya just as simple SIP gateway on this. Nothing else. So if MCP doesn't receive RTP means or a firewall (if same network discarded) or Avaya can't connect MCP (different networks/routing).
Anyway seems a network issue on first sight and usually the answer when by magic something stops working.

[PFCCWA]

They are on same subnet so our network team advise no blocking is possible.

Is there a way I can check this?
Wireshark shows no rtp stream received by mcp.
If i dial a manual call using GAD, everything works fine.

thanks.

[René]

Hi,

Are you able to check if CPD is enabled on Avaya side? I mean Avaya PBX and not SES and SES is just client of Avaya PBX translating communication to SIP (what I remember from past...).

R.

[PFCCWA]

If CPD is performed by the media server (mcp), does it need to be enabled on the avaya side?
We are also using Avaya session manager now, not Avaya SES.
Either way ill ask for that to be checked on the PBX.

thanks