No Ringtone for Outbound Campaign Calls in SAP Contact Center (BCM)

[former_member650538]

Hello.

I'm having troubles with SAP Contact Center 7.0.13.2.

Agents could not hear ringing tone when making outbound calls within Outbound Campaign.

I already set in SC > Call Switching > Global Switching Settings > Signalling section > "Phone Client Plays Ringtones for Outbound Calls" as "For All Calls".
Also "MRS plays Ringtones to Phone Client for Outbound Calls" Checkbox ticked up.
This allowed agents to hear beeps on a regular outgoing call. But when making a call from an outbound campaign, the agent hears silence until the customer picks up the phone or the answering machine is turned on.
The type of dialer used for the campaign is a Preview.

When making a normal outgoing call, such entries appear in the terminal logs:

DBG> CEM[OperCallOutAlerting] Call going succesfully out (internal: 1)
DBG> PHONE[playFile] Playing file: 1, loop: 1, useRingToneDevice: 0

TRC> AUDIO[REC] SPKR Playing C:\Users\Username\AppData\Local\Temp\\RingOut.wav to device 0 without codec@Recorder::sendLenToListener

So the agent hears beeps.

When making a call from an Outbound Campaign, there are no such entries in the logs, but there is another:

DBG> AUDIO[SPKR] skipping ringtone@Terminal::addQueueCall

Thus, the agent does not hear beeps.

If anyone has encountered a similar problem, I will be glad to your comments.

Regards, Alexey.

[former_member202106 · Accepted solution]

Hello,

In general the expectation is that PSTN network plays the ringing tone. There is anyhow cases where PSTN doesn't provide it for a reason or other. Also outbound campaign calls are technically little different to normal calls; shortly and simplified: system creates two calls for a OB call
- call to customer (system to PSTN)
- call to agent (system to agent)

The calls are connected when agent answers the call in user interface. It possibly might be that now in your case PSTN plays the ringing for wrong call and therefore agent cannot hear it.

For such a scenarios there is the parameter you mentioned. However, you posting doesn't tell if you have specified which gateways do need the support for playing ringtone. So, please check that you have also provided IP of the gateway when you have defined that "for all calls" should be ringtone played. The option for gateway address should be next to the mentioned parameter. I cannot right now remember the name of it.

Also please note that this parameter defines MRS (=server component) to play ringtone and in log example you shared is from workstation. So, steps to troubleshoot:
1. check that all available hotfixes are installed. I can remember that such a cases were corrected at some point.
2. if yes, then it's required to collect CD, SIP & MRS logs at trace level + call ID. With that set this could be investigated.

Br,
Jukka

[former_member650538 · Accepted solution]

Hello, Jukka.

Thank you so much. The option you mentioned is called "IP Address for Trunks Requiring Ringing Tone".
It really helped. I indicated the IP address of the virtual unit containing the MRS (VU Agents). After that, when dialing a number in an outbound campaign, agents hear beeps instead of silence.

Best Regards, Alexey.