Hello Niel, thanks for your answer,
Upon arrival, the calling party number is matched with a data table in case it is blacklisted, if not it is matched with another set of data tables to assess the language and decide on which queue to involve, call recording is activated, then there are checks for outside business hours, logged in agent and only then is the call queued.
It is true that the ring tone heard while in queue is an audio file, alternating with a spoken message, not an actual ring tone.
Adding a delay in the alarming device would be cumbersome because there are many of them and it would not be possible to find a delay which works for all cases.
As it seems that the announcements/ring tones cannot be played between 183 SESSION PROGRESS and 200 OK, one option we have is to play the DTMF 1 also while waiting in queue, along with the ring tone and spoken message. We will try this.
Best regards
------------------------------
Olivier Rime
Senior solution architect
------------------------------
Original Message:
Sent: 11-27-2024 01:50
From: Niel Vicente
Subject: Upon call arrival, can Genesys Cloud send the SIP message "183 SESSION IN PROGRESS" instead of "200 OK" to play the ring back tone when a call is queued??
Hi Oliver,
I want to understand, is the call going to an IVR or an Agent directly?
Regardless, Genesys is acting as a B2BUA here and is responding with a 200OK on the A-Leg/Originating Leg.
A-/Originating/Customer Leg has to be established first before Genesys attempts any routing whether to IVR or agent.
The ring-tone while in queue is the in-queue hold music or whatever custom music/ringtone was configured.
From Genesys perspective, it has answered the call and is already on queue.
Question is, can a delay be added in the alarming device before their IVR message plays?
------------------------------
Niel Vicente
Technical Lead - DAMAC Properties
Ex-Genesys
Original Message:
Sent: 11-25-2024 03:47
From: Olivier Rime
Subject: Upon call arrival, can Genesys Cloud send the SIP message "183 SESSION IN PROGRESS" instead of "200 OK" to play the ring back tone when a call is queued??
Thanks Jason for your answer. But according to the documentation link you provided, "Media Method" applies to outgoing calls, while my query is about incoming calls to Genesys. The issue is visible on the attached drawing: we see that the "alarming device" starts to play an announcement while Genesys is still playing ring back tone. When the agent answers, most of the announcement is already played. Sometimes the agent catches the "please press 1" words, but sometimes it is too late. If the "200 OK (INVITE)" message was sent by Genesys when the agent has answered, the agent would hear the whole announcement.
------------------------------
Olivier Rime
Senior solution architect
Original Message:
Sent: 11-22-2024 15:52
From: Jason Kleitz
Subject: Upon call arrival, can Genesys Cloud send the SIP message "183 SESSION IN PROGRESS" instead of "200 OK" to play the ring back tone when a call is queued??
Hey Olivier,
I would recommend checking out your External Trunk settings. I think you will want to make changes in the Media > Media Method section. If that doesn't work, I would recommend raising a case with our Customer Care team so that they can take a closer look at the configuration within your Org.
------------------------------
Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 11-22-2024 12:18
From: Olivier Rime
Subject: Upon call arrival, can Genesys Cloud send the SIP message "183 SESSION IN PROGRESS" instead of "200 OK" to play the ring back tone when a call is queued??
In our implementation, it seems that upon call arrival, Genesys Cloud sends the "200 OK (INVITE)" message before playing the ring back tone to the caller. As the caller is an automatic device, it starts to play an announcement right away, but Genesys Cloud is now playing ring back tone while looking for an agent. How can the "200 OK(INVITE)" be delayed until an agent answers so that the agent will hear the complete announcement played by the calling device? Instead, Genesys Cloud should send "183 SESSION IN PROGRESS" or "180 RINGING" or both. Thanks in advance.
#SIP/VoIP
------------------------------
Olivier Rime
Senior solution architect
------------------------------