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Jun 29, 2020 at 03:20 PM

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

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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.