Caller Cannot hear Ringback after Announcement

Hi all ,

just i have to follow all instruction described (http://www.sggu.com/smf/index.php/topic,7360.msg31463.html#msg31463) but whitout success.

caller can’t not hear ringback when a call was distributed to agent.

this my configuration :

GVP : Rousources manager 8.1.502.86 +Mediaserver 8.1.504.86

SIP SERVER 8.1.00.1.17

OPTION OF SIP SERVER :

ring-tone = music/ringback (with ringback.wav in folder music for mediaserver)

sip-treatment-continuos=false

sip-ring-tone-mode=1

and On the Trunk DN, in the Annex tab :
ring-tone-make-call = true
sip-ring-tone-mode = 1
refer-enabled = false

end point i use alcatel4018 with sip mode

also aleardy with sip-treatment-continuos=true to hear last annocement not working.

Tnx

Try to use latest SIP. I am using SIP 8.1.100.78 and all works fine, the ring_back is correctly played to the caller. Configuration is same as you, only my ring-tone value is “music/ring_back”

mine too but with ring-tone = music/ringtone.wav

hi

i just forget “_” in my description.

Tnx

So, try to use latest version of SIP (R8.1.1). As I wrote ring-back func works fine on this version. Your configuration seems properly.

In additional, I think that your configuration on TrunkDN level is incorrect and unnecessary. Set this on application and agent DN level.

Hi,

tnx for your reply, but i havan’t acces to download this version from genesys web site , can you upload it or give link to download if possible.

Tnx

No we can’t.
Contact your Genesys support.
You need an active support contract.

What endpoint are you using? Play the ringtone from agent side.

Hi,

im using ip-phone alcatel 4018 sip

Hi ,

after a test with 2 version of sip server , i thk the problem is with the end phone (Alcatel 4018 EE SIP ) because with soft phone (xlite

,3CX ) i can hear ring back tone, but what i m not understand is why without treatment in the strategy the ring back work with this end phone (Alcatel).

any one have explication?

tnx

hi

for your information ,i forget one thing for integration 4008/4018 alcatel we need two things :

1. DN should be configured in CME with Annex tab → Tserver section
   sip-cti-control=hold,talk
2. Minimum Binary required for the phone is V2.10.60

Are you hearing ringback.wav or the xlite/3cx ringtone?

As stated earlier, you need to upgrade SIPS to a newer version. There are multiple fixes for ringback issues.

Hi ,

with treatment in the strategy and if i use soft phone behind a GAD (end user) i can hear ring_back that i m specify in music folder.

when i use alcatel phone noting just silence.

but just my remarque is when there is no treatment in the strategy i hear tone (not specific ring_back )

just for upgrade i have probleme with my support account , so i cant to do it,

TNX

hI

I forget other thing that is working without any problem with softphone. i can hear ring back .

is a problem in sip server or end phone i don’t know?

Hi,

i used the last version of sip server (IP_TSrvSIP_8110078b1) but without result , the same prob , any one have idea ?

Tnx

HI ,

just i have note a difference bettwen two flow :

for working flow : soft phone log
— Ringing —
+++ Post-event +++
Type EventRinging
Devices: <2022/2022> <2021/2021> <5000/5000>
Calls: 1/0085022fd453b001/1.2f57810/c:2/r:3 0/none
Parties: D2022/2022.2f8de98-2f57810:1/l:2/r:0/Alerting,DNull,Destination
D2021/2021.2f57c08-2f57810:1/l:1/r:0/Dialing,Active,Origination
none
Cause: Distributed/38, Info: 0
Call type: Internal/1
Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=1
— Post-event —
15:07:59.296 — CIFace::Event —
15:07:59.296:(1) SIPTR(15): complete
15:07:59.296:(1) SIPTR(14): Step 0 - SipTransactionTransferCall(15) complete
15:07:59.296:(1) SIPTR(14): Begin step 1 - SipTransactionConnectMediaService(16)
15:07:59.296 SIPCONN(Treatment): set monitor 02f8ac88, 02f65c70
15:07:59.296 SIPCONN(2021): re-invite-connected
15:07:59.296 – deleted: CRequest@2f4db00 RequestApplyTreatment-UniversalRoutingServer[468]/10
15:07:59.296 SIPCONN(Treatment): re-invite-null
15:07:59.296 SIPCONN(Treatment): GetOffer
15:07:59.296 SIPCONN(Treatment): GetOffer::SendInvite
15:07:59.296:(1) SipDialog: set monitor 02f8acfc
15:07:59.296 SIPCONN(Treatment): main dialog 0 created
15:07:59.312 SIPCONN(Treatment): Local contact: ‘sip:2021@10.10.10.1:5060’
15:07:59.312 SIPCONN(Treatment): InitiateDialog: preparing a 3pcc request
15:07:59.312:(1) SIPDLG[12]: register TRN[24]
15:07:59.312:(1) SIPDLG[12]: TRN[24] flags set to 0x6
15:07:59.312:(1) Sending [440,UDP] 661 bytes to 10.10.10.1:5070 >>>>>
INVITE sip:annc@10.10.10.1:5070;play=music/ring_back SIP/2.0
From: sip:2021@10.10.10.1:5060;tag=554C4CA3-CD9D-4069-9541-CD6FD051DFD3-13
To: sip:annc@10.10.10.1:5070;play=music/ring_back
Call-ID: 7B2B115B-23A7-4FE3-A555-2A9CB9DF9D04-4@10.10.10.1

for the prob : alcatel end Point log

— Ringing —
+++ Post-event +++
Type EventRinging
Devices: <2020/2020> <2021/2021> <5000/5000>
Calls: 2/0085022fd453b002/2.2f498b8/c:2/r:3 0/none
Parties: D2020/2020.2f70eb0-2f498b8:1/l:2/r:0/Alerting,DNull,Destination
D2021/2021.2f8de98-2f498b8:1/l:1/r:0/Dialing,Active,Origination
none
Cause: Distributed/38, Info: 0
Call type: Internal/1
Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=1
— Post-event —
15:28:23.546 — CIFace::Event —
15:28:23.546:(1) SIPTR(32): complete
15:28:23.546:(1) SIPTR(31): Step 0 - SipTransactionTransferCall(32) complete
15:28:23.546:(1) SIPTR(31): Begin step 1 - SipTransactionConnectCompleteAnswer(33)
15:28:23.546 SIPCONN(2020): re-invite-calling
15:28:23.546 SIPCONN(2021): re-invite-connected
15:28:23.546 – deleted: CRequest@2f4db00 RequestApplyTreatment-UniversalRoutingServer[468]/15
15:28:23.546 SIPCONN(2020): GetOffer
15:28:23.546 SIPCONN(2020): GetOffer::ReturnOffer
15:28:23.546 SIPCONN(2020): NotifyOnOffer
15:28:23.546 SIPCONN(2021): SendOffer
15:28:23.546 SIPCONN(2021): SendOffer::ReInvite
15:28:23.546:(1) add party ‘2021’ state
15:28:23.546:(1) SIPDLG[13]: register TRN[61]
15:28:23.546:(1) SIPDLG[13]: TRN[61] flags set to 0x6
15:28:23.546:(1) Sending [440,UDP] 971 bytes to 10.10.10.11:2603 >>>>>
INVITE sip:2021@10.10.10.11:2603;rinstance=d3befda5553a57ee SIP/2.0
From: sip:5000@10.10.10.1:5060;tag=554C4CA3-CD9D-4069-9541-CD6FD051DFD3-24
To: "Elhajjami"sip:2021@10.10.10.1:5060;tag=e76bd042
Call-ID: ZDA3ZDZlZGFhNjgyNmVmOTU0MjUwYzM4Yjc2NjliOTU

15:07:59.296:(1) SIPTR(14): Begin step 1 - SipTransactionConnectMediaService(16) ? for soft phone

15:28:23.546:(1) SIPTR(31): Begin step 1 - SipTransactionConnectCompleteAnswer(33) ? alcatel and point

any idea ?