This document describes one reason why the caller does not hear a ring
back when a call is delivered to the agent, and provides a solution in a Cisco
IP Contact Center (IPCC) Express environment.
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The information in this document is based on these software and
The information in this document was created from the devices in a
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The caller does not hear a ring back when the call rings at an agent
phone. In the troubled topology, an H.323 voice gateway exists between PSTN and
Cisco CallManager, as shown in Figure 1.
Figure 1: Topology
If Cisco CallManager receives a PSTN call through the H.323 voice
gateway, no ring back tone is played for the routed call. However, the caller
can hear a ring back when dialing the agent by the Direct Inward Dial (DID)
This is a CallManager configuration issue. Set up a Send H225
User Info Message service parameter for Cisco CallManager Service in
CallManager to fix this problem. Complete these steps:
In Cisco CallManager Administration, choose
Service > Service
Select the correct server from the drop-down
Set the service to Cisco CallManager, as shown in
Figure 2: Service Parameters
In the Send H225 User Info Message field, under the Cluster Wide
Parameters (Device - H323) section, select H225 Info for Ring
Figure 3: Send H225 User Info Message
Reset the H.323 voice gateway.
After you complete these steps, the caller hears ring back when the
agent phone rings.