No voice after call establishment

[former_member686160]

Hi ,

We have installed and configured the SAP contact Center and we are testing the system, however we are facing the below issues related to voice, and one more important point is CDT is in different network and contact center is in different network.

1. When we are calling from one CDT to another CDT with in a same network, there is no issue, both agents are able speak without any issue.

2. When we are calling from one CDT to another CDT with different network, there is a issue, agents are not able here, but call is active, that means signal is establishing.

3. When we are making a outgoing call ( public PSTN number ) from CDT ( CDT and Contact Center is different networks ) , the call is establishing, but after the call establishing, there is no voice, but call is active some time .

4. For inbound call ( from public PSTN to the )also we have same issue , that is call is establishing and it is active some time, but no voice agent is not able to here any thing.

5. Keeping the above 3 and 4 points : we have tested one more scenario also i.e. SAP contact center and CDT in the same network, however we are facing same issue i.e. call is establishing, but there is no voice .

6.CDT logs show call is connected , CEM logs also not showing any error.

Could some one help on the same.

Thanks in advance.

Ajay G

[former_member158363 · Accepted solution]

Hello Ajay,

this looks like firewall problem blocking RTP packets and/or problem with NAT.

If CDT-CDT voice within the same network works, try to force server-side recording for all calls and check the same scenario. Without recording, RTP packets flow directly between CDTs. With recording activated, there are 2 RTP streams established, between CDTs and MRS responsible for server-side recording. If you will hear no voice, it means there is RTP block at least between CDT and CCtr/SBC.

For NAT configuration, check this very good document:

https://help.sap.com/doc/96186fa2e23442a7907e88c2c5180ed6/7.0/en-US/NAT_Configuration_(Knowledge_Bas...

For firewall settings, check security guide, especially ports for CDT and MRSs.

https://help.sap.com/viewer/04111bc630274b3b851caf5e3fffc56d/7.0/en-US.

BR,

Dawood

[former_member686160 · Accepted solution]

HI Dawood,

We have enabled the recording and able to communicate between CDT in the same network , however still we have the same issue. the issue with RTP stream only, after the call establishment, no voice.

Thanks.

Ajay G

[former_member736352 · Accepted solution]

If your CDTs are in different networks then you need to configure NAT like Dawood said as CCtr doesn't have automatically NAT turned on.

Br,
Jukka