Avaya Support Forums

Avaya Support Forums (http://support.avaya.com/forums/index.php)
-   Contact Center Applications (http://support.avaya.com/forums/forumdisplay.php?f=3)
-   -   POM Question (http://support.avaya.com/forums/showthread.php?t=11069)

frade2 03-07-2016 11:31 PM

POM Question
Good Morning Experts,

I have a question related to POM, I hope you could help me, any help is much appreciated.

Some times, using preview dialing, we recieve from Operator the "486 Busy Tone", in fact, the other side is communicating.
The problem is because the Agent DOES NOT hear the Busy Tone. Who is responsible of offer that Busy Tone? AAEP/POM has the possibility of Offer??

The Arquitecture is CS1000 + AACC (Avaya Blue) and MAS (Media Application Server) and System Manager to manage the SIP Trunk + AAEP + POM.

Many Thanks

nelr 05-03-2016 07:01 AM

We just need some more clarity on the problem experienced.

Is the agent talking to the other side successfully? How did you first notice the 486 Busy?

How are you dialing out? Through ISDN through the CS1K, or a SIP trunk?

This might be a problem between the service provider and PABX translating responses incorrectly.

frade2 05-03-2016 07:15 AM

Hi Nerl, first of all, thanks for your reply.

I try to explain better.

When you are in a POM Preview Campaign and Agents make (obviously) preview dialing, normally agent contact to client and all is fine, but sometimes MPP recieves from Line Operator the SIP signaling "486 Busy Tone", because the other side (clients) are communicating, BUT the agents don't hear anything...just hear silence...and they don't know what happened with that call.

If we dial through CS1K, i guess CS1K provide that tones, but we are dialing through SIP trunk and this way is mandatory for our client...

If I understand, in an AACC architecture, the resposible of offer that tones are the AACC Media Component ( MAS ) but with AACC+POM i'm not sure...

I hope this explanation clarify you.

nelr 05-03-2016 07:50 AM

Hi frade2,

I understand better now, thank you for the explanation.

The component in question that should provide the tone is either the MPP, or the AMS (MAS). Since POM is installed as an addon onto AAEP, the MPP normally provides the DSP resources for the AAEP environment. But, since POM is used with AACC, I guess the AMS also has a part to play.

Do the agents hear the ringback when the other side is ringing? My best guess would be to check the communication between the MPP and AMS in terms of codec and companding mode. If they don't hear ringback at all, even on successful calls, it might also be worth checking the RTP port ranges. The audio path during alerting (or busy tone) and active calls differ sometimes.

The tracesm utility on Session Manager (if present in your environment) should give you an indication of which nodes are communicating with which other nodes in terms of signalling, and depending on the hairpinning and audio shuffling settings in you environment, should give you an idea of the path the audio is trying to take.

Not a very clear answer, but I hope it points you in some direction.

frade2 05-03-2016 07:55 AM

Thanks a lot for your Reply! it helps me to focus in some configurations (maybe in Element Manager?) are wrong or missconfigured.


sandeepreddy 05-03-2016 11:49 PM

Call Progress tones for busy and invalid numbers in preview dialing
It depends on if those tones are be passed to EP by the servers down the call path i.e Service provider/PSTN. In an environment whether tones being passed to EP/POM are beyond EP/POM, thus the most reliable way is to utilize the call failed notification from POM

The most reliable way is for AACC to display reason code to agent so agent can disposition the call accurately when receing AGTDialFailed event from POM

In the current versions of AACC/AAAD this feature is currently not available.
This info is based on one of the service request received by Avaya on the same query.

mostafa 12-06-2016 02:33 AM


Think that the MPP is the responsible for dialing and get busy tone, have faced the same scenario, at POM 3.0.4 should be fixed.

All times are GMT -7. The time now is 06:10 AM.