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Former Member

CDT to CDT call : Not able to hear anything

Dear Experts,

We have installed SAP CCTR 7.0.9.0 version. We are facing issue with CDT to CDT call.

While calling from one CDT to other CDT voice is not coming. However, when calling to any ivr from CDT, voice is coming well.

Please guide how to go ahead.

Regards,

Nikhil JS

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4 Answers

  • Best Answer
    Posted on Jun 19, 2016 at 05:33 PM

    Hello Nikhil,

    there could be several reasons for this.

    One I meet often especially when working remotely is that RTP streams cannot be established between the stations. Either because of Windows firewall settings or due to VPN profile setup.

    Please, do mind that if you do NOT record such calls (CDT-2-CDT) on server (SSR), then the streams is being established directly between CDTs.

    Do you have SSR enabled also for direct calls? If not, are those CDTs in same network segment? If yes, disable Windows firewall temporarily.

    Regards,

    Dawood.

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    • Former Member Dawood Hla Shwe

      Hi Dawood,

      Actually this is the issue with only 2 laptops(same company) which we have for testing. On other systems/Laptops sound is coming properly.

      We used headphones as well (Normal headphones which are working properly on other systems) on those laptops, but still the same issue.

      We tried to record voice through windows sound recorder application on those systems. Recorded voice is coming perfectly using that.

      Not sure why sound is not coming properly in case of Contact center.

      Regards,

      Nikhil JS

  • author's profile photo Former Member
    Former Member
    Posted on Jul 12, 2016 at 11:29 AM

    Hello,

    I promised to send an instruction how to adjust the voices: I couldn't attach the doc or PDF file.

    Regards

    PaulaZ


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  • author's profile photo Former Member
    Former Member
    Posted on Jul 12, 2016 at 10:50 AM

    Hello,

    Now when the defining issues are OK you could look through the attached instruction. Like Lasse mentioned it is important to adjust the incoming volume primarily via headset and then via CDT sliders if needed.

    Our users are going through this instruction when starting to use CDT.

    It is good to remember to deactivate the power saving of the USB port to ensure that even after the lunch pause windows is aware of the headset and the incoming and outgoing voices can be heard through the headset.

    Regards

    PaulaZ

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  • author's profile photo Former Member
    Former Member
    Posted on Jun 21, 2016 at 10:39 PM

    Nikhil,

    Have you set your headset in audio and microphone for both the CDTs.

    Could you please share the screenshot of the CDTs setting ?

    Thanks

    Rahman

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    • Former Member Former Member

      Hi Rahman,

      Initially this issue was only when we connected through VPN client, however While connecting directly to internal network it was not happening.

      Now, it is coming even if we connect directly to internal network. I have also checked with Network team, but they have not done any changes in recent time.

      I have made the CDT audio and SSR settings as per the above suggested posts.

      Regards,

      Nikhil JS

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