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

[Wes Sisk]

Tim,

This makes it really interesting:
"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."

It's relatively rare to stream the same audio to both participants on a 
call. There are really only 5 ways to make this happen:
1. Conference - may be an actual conference or a conference-like feature 
such as barge. 
2. IP RTP port reuse - MoH server or CAD would continue streaming MoH 
RTP stream to gateway and agent phone on an IP:Port that gets reused.
3. Extreme echo - MoH is streamed toward the PSTN caller and the agent 
hears the echo of the MoH
4. crosstalk on the gateway - audio from a random stream is 
inadvertently mixed into the audio for this call
5. crosstalk in any MTP device - are MTPs involved in the call flow?

To begin to whittle down the list:
1. Conference - Do your call flows involve conference, barge, join, 
silent monitoring, whisper coaching, or similar?
2. IP RTP port reuse - Does your IPCCX script stream an MoH file or do 
you use the hold step? If hold, do you use unicast or multicast MoH? 
When IP RTP port reuse occurs the audio is typically either broken (RTP 
engine switching between 2 concurrent RTP streams) or only 1 stream 
becomes dominant (caller and agent both hear MoH but cannot hear each 
other).  For RTP port overlap to happen both sources would have to be 
multicast or both would have to be unicast.  Is this likely or possible 
in your environment?
3. Echo - do you have any reports of echo otherwise?
4. crosstalk at the gateway - have you heard any other reports of 
crosstalk?  Do you have users other than agents using the same CM and 
gateway for calls?  Do those users generate a significant number of 
calls (>10%) relative to the call center so these users have a 
reasonable chance of encountering the issue?
5. crosstalk on  an MTP - are MTPs involved in the call flow?

/Wes

Tim Reimers 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_ <mailto:timreimers at ashevillenc.gov>
>
> ------------------------------------------------------------------------
>
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