Calls disconnected Suddenly

[yousefbustami]

I am facing a strange case with calls handled by agents. We have a recording system that records the agents' calls, I noticed many calls were disconnected suddenly after 10-15 seconds.

I made several TCP Dumps using wireshark, I noticed for those disconnected calls that the system received the On-hock message, and this means that the call was ended from the IP phone itself, but, the agents confirmed that they did not end them. I am very confused since there is not any clear reason behind this disconnections.

The system versions are:

Call Manager 6.2

ICM 7.5

Any ideas?

[Tanner Ezell]

Do you have CDR data being collected? If you do and it still exists in the system (wasn't purged) you can find the call record. The following snippet is specifically for UCCX, but the handling with ICM is similar in the way it is reported.

You will first need to identify the call from UCCX and the appropriate record from the ContactCallDetail table. Once you have that, you need to cross reference the value of column "DestProtocolCallRef" to the column "outgoingProtocolCallRef" in the CDR data. With this information, you can determine which end terminated a call by the respective columns "origCallTerminationOnBehalfOf" and "destCallTerminationOnBehalfOf". 

You can also check the termination cause to see if it was a normal disconnect or something else.

HTH

Tanner Ezell

[yousefbustami]

Thanks Tanner, however, the CDR service is not activated on the CUCM, is there any other way to check? I will activate it starting from today

[Tanner Ezell]

Unfortunately, not as far as I know.

[Abdulbaseer Mohammed]

Yousef,

Salamu alaikum,

This is a codec mis match issue or the lack of DSP resources. Your recording system may it be verint or whatever requires certain codec however when your caller is being transfered or has a wait time it gets to that level and drops the call or when the initial party drops off the caller tries to negotiate the call and it gets dropped.

I bet you it drops at the same time for every one.  And if you take out recording system it does not happen.  Also this is something else I have helped State Farm so look for my other posts I may have answered this before too.

Thanks,

Baseer.

[yousefbustami]

Wa Alaykom Al Salam Abdul-Baseer

I will check now time of the cases, but I have a question, if there is a mismatch in the CODEC, does this force the IP Phone to end the call? I mean, if "On-Hock" message is sent, this means that the call is ended from phone itself right? or this message can be sent in other cases?