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Early Media Cutting Out During Auto-attendant / Hunt Group Calls (Doc ID 2418649.1)

Last updated on SEPTEMBER 01, 2023

Applies to:

Acme Packet 4600 - Version S-Cz7.4.0 to S-Cz8.1.0 [Release S-Cz7.0 to S-Cz8.0]
Information in this document applies to any platform.


We have a scenario where extension calls an Auto-Attendant on one of switch which then forwards the call to a Hunt Group with routing policy set to try each agent sequentially, the user receives Ring-back tone when the first agent is ringing but when the call advances to the next and subsequent agents the user receives no Ring-back. This is occurring  when the caller and called agents are accessing the same Session Agent on the SBC.

They have found that whilst the media server supplies ring-tone via RTP to the SBC, the ring-tone is only supplied to the caller during the time the first agent in the queue is ringing. After that the RTP session is ended and the caller hears nothing until either the call is answered or the call is forwarded away from the Hunt Group.

They have attached call traces from our Acme Server for the following scenario:

1 - user xxxx calls AA yyyy
2 - caller selects Option 1, to transfer without prompt to HG XXXXXX
3 - HG is set to Circular, with agents aaaa, bbbb and cccc and forward No Answer after 50 secs to eeee
4 - When call is ringing on first agent, ringback tone is heard by the user
5 - When call is ringing on second and third agent, NO ringback tone is heard by user
6 - When call forwards on no answer to zzzzxxx number, ringback tone is heard by customer.



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