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 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) number.
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 Parameter.
Select the correct server from the drop-down list.
Set the service to Cisco CallManager, as shown in Figure 2. Figure 2: Service Parameters Configuration
In the Send H225 User Info Message field, under the Cluster Wide Parameters (Device - H323) section, select H225 Info for Ring Back. 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.