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Tim,<br>
<br>
This makes it really interesting:<br>
"I get reports that the customer service agent and the<br>
calling customer hear the hold music continue after the agent picks
up<br>
the call from the queue."<br>
<br>
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:<br>
1. Conference - may be
an actual conference or a conference-like feature such as barge. <br>
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.<br>
3. Extreme echo - MoH is streamed toward the PSTN caller and the agent
hears the echo of the MoH<br>
4. crosstalk on the gateway - audio from a random stream is
inadvertently mixed into the audio for this call<br>
5. crosstalk in any MTP device - are MTPs involved in the call flow?<br>
<br>
To begin to whittle down the list:<br>
1. Conference - Do your call flows involve conference, barge, join,
silent monitoring, whisper coaching, or similar?<br>
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?<br>
3. Echo - do you have any reports of echo otherwise?<br>
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?<br>
5. crosstalk on an MTP - are MTPs involved in the call flow?<br>
<br>
/Wes<br>
<br>
Tim Reimers wrote:
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<title> IPCC callers hear MOH when on line with the customer service
agent.</title>
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<p><font face="Courier New" size="2">Hi all-</font>
</p>
<p><font face="Courier New" size="2">I have an IPCC system here, with
about 20 agents and 16 incoming lines</font>
<br>
<font face="Courier New" size="2"> on an MGCP controlled PRI.</font>
<br>
<font face="Courier New" size="2"> Occasionally, I get reports
that the customer service agent and the</font>
<br>
<font face="Courier New" size="2"> calling customer hear the hold
music continue after the agent picks up</font>
<br>
<font face="Courier New" size="2"> the call from the queue.</font>
<br>
<font face="Courier New" size="2"> (the customer is on hold and
hearing MOH, once they've made the correct</font>
<br>
<font face="Courier New" size="2"> script choices to get to an
agent, as opposed to just getting what they</font>
<br>
<font face="Courier New" size="2"> want from</font>
<br>
<font face="Courier New" size="2"> our recorded messages on
various topics.</font>
<br>
<font face="Courier New" size="2"> Anyone got ideas about where I
should start to look?</font>
<br>
<font face="Courier New" size="2"> Thanks, Tim</font>
</p>
<p><font face="Courier New" size="2">Versions in use</font>
<br>
<font face="Courier New" size="2"> IPCC - 7.0(1)SR03_Build011</font>
<br>
<font face="Courier New" size="2"> UCM - 7.02.20000-5</font>
<br>
<font face="Courier New" size="2"> MGCP gateway is a 2811 running
12.4(13r) T5</font>
</p>
<br>
<p><font face="Arial" size="2">Tim Reimers</font>
<br>
<font face="Arial" size="2">Systems Analyst II</font>
<br>
<font face="Arial" size="2">Information Technology Services</font>
<br>
<font face="Arial" size="2">City of Asheville</font>
<br>
<font face="Arial" size="2">70 Court Plaza</font>
<br>
<font face="Arial" size="2">Asheville, NC 28801</font>
<br>
<font face="Arial" size="2">phone - 828-259-5512</font>
<br>
<a moz-do-not-send="true" href="mailto:timreimers@ashevillenc.gov"><u><font
color="#0000ff" face="Arial" size="2">treimers@ashevillenc.gov</font></u></a>
</p>
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