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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on April 09, 2013, 03:00:27 PM

Title: Interaction Workspace Audio issue
Post by: PFCCWA on April 09, 2013, 03:00:27 PM

Hello,

has anyone experienced this problem where there is one way audio when dialling manually using workspace?
The agent can hear the external caller but the external caller cannot hear the agent.
This also occurs on an internal call between 2 extensions (no audio when 2 agents call each other using workspace).

The issue does not occur when using the automated (progressive/predictive) dialler.

Thanks,
Wasim

Title: Re: Interaction Workspace Audio issue
Post by: cavagnaro on April 09, 2013, 05:30:24 PM

Maybe because the path and call flow is quite bit different on both scenarios? On Predictive remember that the one who starts the calls is OCS/Tserver and then transfer to agent. On the agent maybe the prefix is different and therefore even the MG used can be another one.

Title: Re: Interaction Workspace Audio issue
Post by: PFCCWA on April 10, 2013, 08:55:26 AM

Where is the best place/log to determine where the problem is?
The issue does not occur when we are using GAD (7.6.4) with Counterpath bria so am assuming it is related to Workspace.
We are only using 1 MG (Avaya).
Inbound and Outbound Predictive calls use sip (8.1), resource manager (8.1.5), MCP (8.1.5) - to play announcements/cpd etc.

thanks.

Title: Re: Interaction Workspace Audio issue
Post by: Kubig on April 10, 2013, 11:03:52 AM

I am using IWS in many scenario as an outbound call ,manually outbound calls, inbound call, OpenMedia,etc and I do not even register same issue as you. What version of IWS do you use? Do sniff on PC where is IWS installed and look if the RTP stream is generated (I think yes)

Title: Re: Interaction Workspace Audio issue
Post by: smile on April 10, 2013, 12:14:52 PM

PFCCWA, what kind of sip endpoint are you using? In case of iw sip endpoint there is a knowing issue with codec negotiation. This issue is originating from old bria softphone. Try to add following options into sip endpoint config:
<setting name="honor_first_codec" value="1"/>
in section <section name="network">

and it's also desirable to limit number of codecs using in section <domain name="codecs">

Title: Re: Interaction Workspace Audio issue
Post by: PFCCWA on April 10, 2013, 03:34:37 PM

thanks smile, that has actually worked.
We do use the IW End Point.
Will log this problem with Genesys technical support to hotfix - our version is 8.0.203.02 (.04 is latest) but doesnt appear to resolve this problem.

Title: Re: Interaction Workspace Audio issue
Post by: Fra on April 11, 2013, 09:01:59 AM

[quote author=PFCCWA link=topic=7750.msg33570#msg33570 date=1365584126]
Where is the best place/log to determine where the problem is?
[/quote]

I would start looking at SIP Server logs first and then run a Wireshark trace.

Fra