Calls transferred from Genesys to 3cx resulting in silent/No audio.

[zaycium.lemmert@idmgroup.]

Good day Support,

I need some assistance with a very weird issue happening intermittently.

We are currently experiencing an ongoing issue involving no audio when a Financial Advisors (FAs) using Genesys conference to Financial Consultants (FCs) on 3CX. All other inbound and outbound calls from 3cx are working 100%. Are there any logs that identify the issue.

Example scenario:

1. A Genesys FA initiates a call with a client.
2. An FC using 3CX joins the call via conference.
3. The FA and FC are unable to hear each other, and including the client is also unable to hear one or both parties.

We would appreciate your assistance in attempting to isolate the issue.

 

[KyriacosS_3CX]

Hi,

First step would be to do a packet capture, to see in which direction the audio is missing, then a more targeted troubleshooting can be probably be done.

 

[zaycium.lemmert@idmgroup.]

Good day,

We have isolated the issue and identified 3cx to not respond with the preferred codecs from Genesys.

Thank you for your support.

 

[KyriacosS_3CX]

Hello,

Although resolved, I should mention that if on Update 8, the SIP Trunk checker utility could be useful for tracing such issues, if the Genesys or other similar systems are connected with 3CX over a trunk.

 

[zaycium.lemmert@idmgroup.]

We are scheduled to upgrade to update 8 soon and those instances will be beneficial. However, the connection/ transfer was done on a DDI/ Inbound rule level. But thank for the recommendation.

 

[zaycium.lemmert@idmgroup.]

Good day Kyriocos,

Not sure if I should open a new thread. Just to reiterate the Inbound silent calls issue is still ongoing. 3cx firmware Version 20.0 Update 8 (Build 1121 Release). The SIP trunk checker passed all inbound and outbound test.

The Voice provider confirmed RTP flow on all examples provided. I am I missing any checks?

Regards

 

[N_G]

We do not provide standard support of this device/application. You will have to take this up with the vendor of this gateway or software that you are referring to. I assume you are talking about Genesys contact centre system.

We can assist after you ensure that you have engaged a SIP expert from Genesys that will make a detailed trouble report and is able to work with our support to potentially clarify interop issues but this is not a trivial matter nor part of standard support.

 

[zaycium.lemmert@idmgroup.]

I am referring to the 3cx software/Telephony. I am not sure this is a gateway related. Are you refering to the 3cx partner?