Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: C_Genesys on June 29, 2017, 12:10:25 PM

Title: GVP is not playing properly / breaking the prompts in between
Post by: C_Genesys on June 29, 2017, 12:10:25 PM

There is any issue with IVR prompts and they are breaking in between


1) dial in and get transferred to the agent
2) agent transfers the caller to a self service (Genesys Agent Desktop drop down list), f.e Identification
3) At this moment the caller should hear : "Welcome to ABCD, please enter your cust ID"

Issue : the caller does not hear  "Welcome to ABCD, please enter your cust ID" correctly. The caller hears only  "welcome to " or only "Cust ID"

We see this issue when the caller is using a landline or mobile outside the our Contact centre Infra/PBX. So when I use the landline phone on my desk in Contact centre from same PBX the prompt is played correctly


What could be the issue for silence or breaking the prompts in between

Title: Re: GVP is not playing properly / breaking the prompts in between
Post by: Kubig on June 29, 2017, 12:38:21 PM

It should be problem on PSTN. For this case just add the delay (for example 500ms) before the announcement block

Title: Re: GVP is not playing properly / breaking the prompts in between
Post by: C_Genesys on June 30, 2017, 07:23:14 AM

Thanks, But it will be just a workaround, I Think I need to find RCA for this and shared with PSTN provider with evidences

Title: Re: GVP is not playing properly / breaking the prompts in between
Post by: Kubig on June 30, 2017, 08:24:19 AM

Open a service request with provider (PSTN) to check what is wrong or check the call-flow on communcation path to check when the voice channel is really established. This issue seems to be not related to the Genesys.

Title: Re: GVP is not playing properly / breaking the prompts in between
Post by: vmc on June 30, 2017, 09:48:44 AM

QOS?

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Title: Re: GVP is not playing properly / breaking the prompts in between
Post by: cavagnaro on June 30, 2017, 11:04:13 AM

Nope, is not voice quality, is just prompt starts before the audio at pstn. As Kubig says, a delay helps but not always. I have same problem here at Brasil but didn't sit to analyze it deeper. So for now an audio delay does the trick at 99% of calls.

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Title: Re: GVP is not playing properly / breaking the prompts in between
Post by: C_Genesys on July 03, 2017, 01:44:16 PM

And as always our Avaya PBX and PSTN provider said "No issues from our end "

Title: Re: GVP is not playing properly / breaking the prompts in between
Post by: cavagnaro on July 03, 2017, 05:02:50 PM

Yeah...you will have to demonstrate and replicate what is happening... I would do some ISDN traces at Avaya side and compare with Connect time at SIP Server and time audio is fetched from MCP

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