Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: mhsoomro on March 14, 2015, 07:47:17 AM

Title: Ringback tone issue
Post by: mhsoomro on March 14, 2015, 07:47:17 AM

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

Title: Re: Ringback tone issue
Post by: cavagnaro on March 14, 2015, 02:44:18 PM

Check your pbx and press magic button #3

Title: Re: Ringback tone issue
Post by: mhsoomro on March 14, 2015, 03:53:01 PM

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

Title: Re: Ringback tone issue
Post by: cavagnaro on March 14, 2015, 04:53:34 PM

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...

Title: Re: Ringback tone issue
Post by: mhsoomro on March 15, 2015, 06:31:24 AM

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.

Title: Re: Ringback tone issue
Post by: Fra on March 16, 2015, 09:18:21 AM

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

Title: Re: Ringback tone issue
Post by: mhsoomro on March 16, 2015, 10:40:33 AM

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