We use an Audiocodes SBC to connect the PureConnect to the carrier. The carrier is providing a SIP trunk, and the Audiocodes SBC converts the SIP dialect of the PureConnect to the SIP dialiect the carrier is speaking.
The change I mentioned in my previous post was done on this Audiocodes SBC and not on PureConnect. So I used the Audiocodes names describing this featues, if you have a SBC of another manufacturer perhaps he has named the features different.
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Andreas Tikart
Fiebig GmbH
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Original Message:
Sent: 09-29-2022 12:01
From: Jon Mercer
Subject: Issues with audio when doing transfers using Softphone
Thanks, I am not terribly familiar with that part of the SBC. I am guessing it was done using Interaction Administrator, but as I said, not to familiar. How and where exactly did you make that change?
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Jon Mercer
Original Message:
Sent: 09-29-2022 02:03
From: Andreas Tikart
Subject: Issues with audio when doing transfers using Softphone
I had a similar problem. But this was a provider issue. If you put an external call on hold (e.g. for warm transfer), a SIP re-INVITE is sent to the carrier. And when you unhold the call, another SIP re-INVITE. This 2nd reinvite does not contain a SDP body. This is technical correct, but some carrier expect a SDP body here. To solve this we had to make an adjustment on our SBC. We are using Audiocodes and set the "Remote re-INVITE" parameter to "Supported only with SDP" in the IP Profile towards the carrier. This adds the missing SDP.
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Andreas Tikart
Fiebig GmbH
Original Message:
Sent: 09-28-2022 13:57
From: Jon Mercer
Subject: Issues with audio when doing transfers using Softphone
When people are doing warm transfers through Interaction Desktop, people in the call are losing audio. It is only effecting those using softphone in Interaction Desktop. Anyone with a physical phone has no issues. This is scenario that happened this morning.
- Cynthia's phone: reports or choppy audio, hard to hear, no audio at all
- Called Fernando, who then called me to conference us together and I could barely hear Cynthia and neither of us could hear Fernando at all
- Called Aura, both could not hear the other
- Fernando's phone: a call comes in and the audio is fine, then when he tries to do a warm transfer (consult) to someone else, the person he is transferring to cannot hear him, once all parties are together no one can hear him.
- Josue's phone: has same issue with warm transfers as Fernando about 50% of the time the person he is transferring to cannot hear him but he can hear them.
- Sandra called me, transferred me to Fernando, Fernando did a warm transfer to Luke, we could all hear each other but when he completed the transfer I could not hear Luke but Luke could hear me.
If I was to look through the logs of these people, would there possibly be something specific I should look for to figure out why this is happening?
#SIP/VolP
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Jon Mercer
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