[CM] No talkpath when agent disconnected and PSTN is directly connected to AAEP.

Doc ID    SOLN289766
Version:    2.0
Status:    Published
Published date:    07 Apr 2021
Created Date:    19 May 2016
Author:   
pcanonce
 

Problem Clarification

When agent is done with PSTN call he / she will disconnect  and the caller will be send to AAEP / post survey call but the issue is there is NO
audio.

Call Flow:   PSTN --> SIP trunk 111 --> CM VDN 4009297 --> Agent 2000011 --> VDN Return Destination 3029997 --> SIP trunk 141 --> AAEP via route to 4019996

Agents are using One-X Agent via desk phone mode.
 
When agent is done processing a PSTN call he / she will disconnect (using 1XA console) and the caller will be send to AAEP / post survey call but the issue is
there is NO audio.   The PSTN caller is not hearing the AAEP at all. 
 
Testing Done:   Customer tried to manually transfer the call to the VDN Return Destination 3029997 instead and Audio is okay.
Another testing done is instead of disconnecting the call from 1xA console they hang-up on the “desk phone” and when PSTN caller is
transferred to AAEP the Audio is okay.

Cause

This is found to be a CM bug and documented under CM-8722.

Solution

Customer to upgrade to patch 23047.

Interim fix.  Do take note that this will completely change the call flow.

1. NCR enabled on both the incoming trunks and the AEP trunks  (NCR completely changes the call flow,
It takes the call out of CM and makes it direct between the AAEP and the caller.)

2. The ~r used in the vector route to step   (~r is a indication in route to which sends out a REFER request to the incoming trunk and asks it to try and contact the number specified in the route-to)
 

Another thing to note is that we disable "Direct IP to IP Connection" on all trunk-groups as well as network-region but issue persist.   We also toggle between the "service link" settings on One-X Agent.

 


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