[cisco-voip] IPCC callers hear MOH when on line with the customer service agent.

[Anthony Holloway]

I have heard of this many times on the support forums.  To include a second
caller being taken from queue and conference in with an already in progress
Agent call.

I've never run in to it personally, so I don't have any experience directly,
but you should spend some time in the support forums, bug toolkit, and
lastly if you just like patching software over research, you could upgrade
your UCCX to SR5, and I'm willing to bet you are behind on your Windows OS
patches too.  Don't forget to check the compatibilty guide for version
dependencies.

I suppose there's always TAC, but then you wouldn't have e-mail the group,
right?

Good luck on this one, these types of issues are usually defect related and
not config related.  Be sure to update the group.

Anthony

On Wed, Dec 22, 2010 at 9:06 AM, Tim Reimers <treimers at ashevillenc.gov>wrote:

>
> Hi all-
>
> I have an IPCC system here, with about 20 agents and 16 incoming lines
>     on an MGCP controlled PRI.
>     Occasionally, I get reports that the customer service agent and the
>     calling customer hear the hold music continue after the agent picks up
>     the call from the queue.
>     (the customer is on hold and hearing MOH, once they've made the correct
>     script choices to get to an agent, as opposed to just getting what they
>     want from
>     our recorded messages on various topics.
>     Anyone got ideas about where I should start to look?
>     Thanks, Tim
>
> Versions in use
>     IPCC - 7.0(1)SR03_Build011
>     UCM - 7.02.20000-5
>     MGCP gateway is a 2811 running 12.4(13r) T5
>
> Tim Reimers
> Systems Analyst II
> Information Technology Services
> City of Asheville
> 70 Court Plaza
> Asheville, NC 28801
> phone - 828-259-5512
> *treimers at ashevillenc.gov* <timreimers at ashevillenc.gov>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
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