Hi Team,

We have implemented a Preview based Outbound dialing on POM 3.0.1 and system is dialing the contacts properly.

However when the agent select dial option for the Previewed contact, POM is dialing the contact but agent is not able to hear the ringtone. However once the call is answered both agent and the caller can talk normally and both hear the voice without any issue.

If we wait till completion of the ringing or if the customer disconnect the call, we are hearing a message "Your call cannot be completed as dialed. Please contact your service provider with error code 500"

Does anybody know where could be the issue for ringing not getting heard?

Set up detail
EPM 7.0.x
POM 3.0.1
SM 6.3

Also when I checked the SM trace I see the proper order of the message sequence

100 - Trying
180 - Ringing
200 - OK