Genesys Cloud - Main

We have a problem that some customer with certain mobile operators gets a busy tone when calling us. In our trunk we are using three different codecs:

1. PCMA
2. PCMU
3. OPUS

If the mobile operator only supports the PCMA it will be connected with that quality. 

... but, for some reason it won't select the proper codec and instead reject the call. The only workaround we have found is to remove PCMU and OPUS. But that is also a risk IF some operator does not support PCMA.

I can see in the SDP that the vendor supports PCMA, PCMU and G729 when looking at the trace.This is also verified by them and they are confused that it does not work either. They have seen similar issues before with other CTI vendors. 

Any ideas? 

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Tobias Zackrisson
Elkjøp Nordic AS
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I would look at the SIP packets to see what happens during the negotiation with that carrier. Capture the packets (turn on Protocol Capture on the trunk, and then download the Wireshark logs from the Edge after reproducing the problem) and examine the INVITE to see what the carrier is saying it can support, and in what order.  Examine the 200OK to see what is chosen. If the carrier is using Delayed Media, examine the other packets in the call setup to see what PureCloud announces as supported, and in what order.

That should give you an idea as to what is going on. It may be that the carrier is using Delayed Media, and PureCloud is not announcing support of a codec the carrier can use. Or vice versa.

You should be able to turn on the

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George Ganahl
Principal Program Manager
Genesys
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