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agent click answer button and 1 or 2 Second later, the call is disconnected,why?

xiaosen weng
Level 1
Level 1

  my env is UCCE9 , CVP9,  CUCM9

  There is a 1% probability that the call arrives at the agent and the agent's phone rings. agent click "answer "button , then 1 or 2 Second later, the call is disconnected. I grab the ctisvr log and find that there is a meaning I don't know. Can someone help me? The key information of the log is as follows


19:32:43:757 cg1A-ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...
19:32:43:757 cg1A-ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 21 (CTI_GET_GROUP_STATS_RESP) ...
19:32:44:035 cg1A-ctisvr Trace: MDSIO::ProcessOPCMessage: received msgtype 28 (CTI_CSTA_MESSAGE) ...
19:32:44:035 cg1A-ctisvr Trace: CSTA_PRIVATE (RTP_STOPPED_IND) - (PID)=5000 DeviceID=2069 DeviceType=0CallID=85170736 ClientPort=18006 ClientAddress= Direction=INPUT
19:32:44:035 cg1A-ctisvr Trace: TailorMessageForClient - reEncode message for version 15
19:32:44:035 cg1A-ctisvr Session 3: MsgType:RTP_STOPPED_EVENT (MonitorID:0 PeripheralID:5000 ClientPort:0x4656 RTPDirection:0
19:32:44:035 cg1A-ctisvr Session 3: ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:85170736
19:32:44:035 cg1A-ctisvr Session 3: ConnectionDeviceID:"2069" ClientAddress:"" AgentID:"8008"
19:32:44:035 cg1A-ctisvr Session 3: AgentExtension:"2069" AgentInstrument:"2069" )

5 Replies 5

The most likely reason would be an issue with codec. Check the SDL logs in CUCM.

Response Signature

Hi Roger 

  the SDL log is in the attach file, ANI(23863530282) call in to CVP and in ACD queue,  when one agent(ext:2072) ready, the phone(2072) is ringting and agent click "answer" button, then BIB recordingDNIS (4777) is working, but 1 second later, I found SDL log that CUCM send 'bye' sip message, I don't know what's wrong, could you help me ?


88519770.001 |15:25:35.479 |AppInfo |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to on port 5060 index 23715
BYE sip:23863530282@;transport=tcp SIP/2.0
Via: SIP/2.0/TCP;branch=z9hG4bK3c5c2c378ab2
From: <;transport=tcp>;tag=140718126~88f3a605-8c22-4225-a3d9-2fed632e05f9-72501983
To: 23863530282 <sip:23863530282@>;tag=dscab8749b
Date: Thu, 31 Dec 2020 07:25:34 GMT
Call-ID: D63CBC444A6F11EBA3BC00F663DE3500-160939945048639322@
User-Agent: Cisco-CUCM11.0
Max-Forwards: 70
CSeq: 101 BYE
Reason: Q.850;cause=16
Session-ID: 88646c2d7f49459798322aa163084769;remote=c08d6949f3a8abce4fe78ab140718126
Content-Length: 0


Do have logs capture with this error message if share those logs


CALLED_ADDRESS_SET_TO_REDIRECT_DESTINATION) , DEFAULT_SEARCH_SPACE encountered exception. Attempt to redirect to an unknown destination


Call treated in this order process when between ICM and other devices




May label number configured script not reachable that call receive disconnect message

eg script select

Run External Script #4
> Script ran for 1001 steps, max is 1000.
> Script: Default\\SG_Tfr (ID: 5030), failed to produce route for dialed number: ucm.Label, with call type: SG_IntTfr_IB (ID: 5007).
> No default label available for dialed number: ucm.Label (ID: 5064).