IPOCC 10.1.2 No audio when transferred to Agent after call treatment

[hoang9]

Hi All, I have a weird issue which I hope you can help with.

After a call is queued in ipocc and then transferred to available Agent, the caller and Agent can not hear any audio.

I've done the following troubleshooting and the following scenarios work.

1. internal dial topic. This works. Call is queued and both ends connect and talk fine

2. External dial to the topic. If the call is not queued and no announcement or music is played to the caller and the call is routed straight to an Agent, this works. Both ends connect and talk fine

The scenario that does not work is

3. External dial to topic. Call is queued hearing music or welcome annoucement or ivr then routed to Agent. Call is connected, but neither ends hear audio.

When I test with Agent using Communicator (soft phone), I can put the call on hold and then unhold and the audio connection is established.

Out topology is SIP provider connects to Avaya SBCE to IPO / IPOCC.

btw I've also tested the following

4. External call to IPO extension. Call connected and both ends hear audio

5. External call direct to IPOCC Agent. Call is connected and both ends hear audio.

Regards.

[anuss]

IPOCC 10.1.2 No audio when transferred to Agent after call treatment

Check your SRTP setting in IPOCC configuration under the Chap tab properties. Should match the IP Office.