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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: genesysnoob on July 29, 2021, 03:56:16 PM

Title: How to verify whether a beep/whisper has been played?
Post by: genesysnoob on July 29, 2021, 03:56:16 PM

I got a good example(conn I’d) from an agent
I collected sip logs and mcp logs

Where to find the log snippet for beep/whisper message is played for sure
In the mcp logs I see info event with callid which has the video uri for beep
I am trying to find start and stop events for the beep

Title: Re: How to verify whether a beep/whisper has been played?
Post by: cavagnaro on July 29, 2021, 05:54:21 PM

To what do you call "whisper"?

Title: Re: How to verify whether a beep/whisper has been played?
Post by: genesysnoob on July 29, 2021, 09:26:27 PM

Agents either hear a whisper or beep prior to call ringing

Title: Re: How to verify whether a beep/whisper has been played?
Post by: cavagnaro on July 29, 2021, 10:33:01 PM

Maybe it is a ringing from MCP? You should seek the wav file name being executed at MCP.

Title: Re: How to verify whether a beep/whisper has been played?
Post by: cavagnaro on July 30, 2021, 12:19:17 AM

You will see the file being called as an URI and then get the response. But there is no such thing as "whisper". Check on SIP Server or Strategies which file is being called

Title: Re: How to verify whether a beep/whisper has been played?
Post by: hsujdik on July 30, 2021, 12:44:05 AM

I think what he means by whisper is the agent-greeting.
The only way to confirm through logs would be the INFO message sent from MCP to SIP Server (through RM) in which there is a MSML payload stating that this whisper was played

Title: Re: How to verify whether a beep/whisper has been played?
Post by: szs5tim on August 30, 2021, 01:18:42 PM

hsujdik is right.

You can see it in the INFO header as agent-greeting. There is also customer-greeting for treatment playback for the caller. For agent-greeting you can also use vxml and maybe that gives you more possibilities to report on this.

Title: Re: How to verify whether a beep/whisper has been played?
Post by: genesysnoob on September 14, 2021, 08:33:15 PM

Thanks for the response
The beep wav file is on mcp server
I am trying to find a way to determine from mcp logs whether a beep is been requested and successfully played to the agent