Avaya Support Forums  

Go Back   Avaya Support Forums > Contact Center Applications

Reply
 
Thread Tools Search this Thread Display Modes
  #1  
Old 03-08-2016, 12:31 AM
frade2 frade2 is offline
Whiz
 
Join Date: Jan 2014
Posts: 38
frade2 has 11 reputation points
Question 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
Reply With Quote
  #2  
Old 05-03-2016, 08:01 AM
nelr nelr is offline
Hot Shot
 
Join Date: Sep 2014
Location: Cape Town, South Africa
Posts: 19
nelr has 10 reputation points
Default

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.
Reply With Quote
  #3  
Old 05-03-2016, 08:15 AM
frade2 frade2 is offline
Whiz
 
Join Date: Jan 2014
Posts: 38
frade2 has 11 reputation points
Default

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.
Thanks!
Reply With Quote
  #4  
Old 05-03-2016, 08:50 AM
nelr nelr is offline
Hot Shot
 
Join Date: Sep 2014
Location: Cape Town, South Africa
Posts: 19
nelr has 10 reputation points
Default

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.
Reply With Quote
  #5  
Old 05-03-2016, 08:55 AM
frade2 frade2 is offline
Whiz
 
Join Date: Jan 2014
Posts: 38
frade2 has 11 reputation points
Default

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

Thanks!
Reply With Quote
  #6  
Old 05-04-2016, 12:49 AM
sandeepreddy sandeepreddy is offline
Hot Shot
.
 
Join Date: Oct 2011
Posts: 20
sandeepreddy has 10 reputation points
Default 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.

Reply With Quote
  #7  
Old 12-06-2016, 03:33 AM
mostafa mostafa is offline
Aspiring Member
 
Join Date: Dec 2013
Posts: 1
mostafa has 10 reputation points
Default

HI,

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.
Reply With Quote
Reply

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump


All times are GMT -7. The time now is 02:25 PM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.