Ringback tone issue

[mhsoomro]

Hello all,

We are facing Ringback tone issue at customer's end for 5 to 8 seconds when Call is accepted by an agent. Ring is heard at customer's end while IWS agent is giving greeting to the customer. Any solutions??

We are using Genesys 8.5. 2 Physical servers having 6 VM's on each Primary and Backup using High Availability.

Regards,
Hayat

[cavagnaro]

Check your pbx and press magic button #3

[mhsoomro]

Thnx but could u plz elaborate... what to check in pbx and where to "press magic button #3"?

[cavagnaro]

Which is your pbx? Check ring back behavior there.
As magic button... Without any logs we can't guess... Doctor fix me...something sometimes hurts...

[mhsoomro]

We have Cisco Gateway on which the PRI is connected and Genesys SIP Server.
I will share the logs by tomorrow. Sorry for not understanding the magic number press 3# with logs. i'm kinda new with these terms.

Thanks.

[Fra]

[quote author=cavagnaro link=topic=8752.msg38879#msg38879 date=1426344258]
Check your pbx and press magic button #3
[/quote]
lol

[mhsoomro]

Cavagnaro: Could you please tell me which logs to share? MCP, RM & SIP and Primary or Backup.