PureEngage On-Premises

There is any issue with IVR prompts and they are breaking in between 


1) dial in and get transferred to the agent 
2) agent transfers the caller to a self service (Genesys Agent Desktop drop down list), f.e Identification 
3) At this moment the caller should hear : "Welcome to ABCD, please enter your cust ID" 

Issue : the caller does not hear  "Welcome to ABCD, please enter your cust ID" correctly. The caller hears only  "welcome to " or only "Cust ID" 

We see this issue when the caller is using a landline or mobile outside the our Contact centre Infra/PBX. So when I use the landline phone on my desk in Contact centre from same PBX the prompt is played correctly 


What could be the issue for silence or breaking the prompts in between 

It looks like issue/delay on PSTN or on gateway (VoIP) - so, investigate the root-cause there or just use the workaround by adding the short delay on Genesys level

Thanks Jakub,

We also found the similar issue during investigation and send the RCA to our ISDN provider to make approcpariate adjustment at thier side.