Genesys Cloud CX (formerly PureCloud)

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Disable Ringback on outbound call transfer

  • 1.  Disable Ringback on outbound call transfer

    Posted 24 days ago
    We are transferring an inbound call into Genesys Cloud to an external SIP line and when the call is initiating with the 3rd party side, the caller is hearing a brief ringback.  The call is not a release link so Genesys Cloud has the inbound customer caller and the outbound transfer call connected.  In analyzing the pcap on both side of the transfer leg, the far end sip provider is sending a 180 Ringing which Genesys Cloud is responding by playing a ring back.

    Is there a way to disable the ring back from being played?

    On the SIP trunk, there is a setting for "Ringback".

    "Use this switch to enable or disable the line ringback.

    When enabled, this setting controls if a ringback should be generated and sent to the incoming trunk when a 18x response message that does not include an SDP is received\relayed from the outbound call."

    We tried with turning it off, but that made no impact.  Our assumption is that the setting is only for Inbound SIP calls, not outbound.



    #Telephony

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    Michael Shrall
    Avtex Solutions, LLC
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  • 2.  RE: Disable Ringback on outbound call transfer

    GCAP Member
    Posted 10 days ago
    Silly question, but did you check the outbound queue settings?
    Check the voice tab for the queue. If the whisper audio is set to play, but no whisper prompt, it will give a ring back
    Choose only play for auto-answer

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    Monique
    System Administrator
    Messer LLC
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  • 3.  RE: Disable Ringback on outbound call transfer

    Posted 10 days ago
    Good idea though this call hasn't even gone to a queue at this point.  Call comes into Genesys Cloud, goes through an architect flow, and then the architect flow is transferring the call over this sip trunk line where Genesys Cloud is still in the path, one inbound leg from Genesys Cloud Voice and one outbound leg to the SIP Endpoint.

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    Michael Shrall
    Avtex Solutions, LLC
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