GVP is not playing properly / breaking the prompts in between

Voice & Telephony
1

There is any issue with IVR prompts and they are breaking in between

  1. dial in and get transferred to the agent
  2. agent transfers the caller to a self service (Genesys Agent Desktop drop down list), f.e Identification
  3. At this moment the caller should hear : “Welcome to ABCD, please enter your cust ID”

Issue : the caller does not hear “Welcome to ABCD, please enter your cust ID” correctly. The caller hears only "welcome to " or only “Cust ID”

We see this issue when the caller is using a landline or mobile outside the our Contact centre Infra/PBX. So when I use the landline phone on my desk in Contact centre from same PBX the prompt is played correctly

What could be the issue for silence or breaking the prompts in between

2

It should be problem on PSTN. For this case just add the delay (for example 500ms) before the announcement block

3

Thanks, But it will be just a workaround, I Think I need to find RCA for this and shared with PSTN provider with evidences

4

Open a service request with provider (PSTN) to check what is wrong or check the call-flow on communcation path to check when the voice channel is really established. This issue seems to be not related to the Genesys.

5

QOS?

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6

Nope, is not voice quality, is just prompt starts before the audio at pstn. As Kubig says, a delay helps but not always. I have same problem here at Brasil but didn’t sit to analyze it deeper. So for now an audio delay does the trick at 99% of calls.

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7

And as always our Avaya PBX and PSTN provider said "No issues from our end "

8

Yeah…you will have to demonstrate and replicate what is happening… I would do some ISDN traces at Avaya side and compare with Connect time at SIP Server and time audio is fetched from MCP

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