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Beginner

cisco cra/ivr call redirect problem

Hello,

I'm having trouble redirecting a call to an outside number. The system

will transfer to an extension without incident, but generates errors

when trying to redirect to a number outside its network.

I've attached the important parts of the log file. Perhaps

someone can suggest a fix for this, or possibly direct me to

someone/somewhere who can better handle this question.

Your advice will be greatly appreciated,

Andrew Pasetti

4 REPLIES 4
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Enthusiast

Re: cisco cra/ivr call redirect problem

Hi,

CRS will respond based on the information it gets from Jtapi. If it gets platformexception, it can detect busy. If it doesn't, it can't.

In your scenario, it is likely that the call to the PSTN returns a different event to Jtapi->CRS.

The 2 DDTS's that we already have in this area are:

CSCeb62138-Redirect and Place Call steps dont detect all busy states

CSCea89757-Redirect Thru H323 Gateway doesnot report Busy condition correctly

Based on the existing ddts's comments, it doesn't appear that the above ddts's will get corrected without enhancement requests.

Regards

Yogi

Highlighted
Beginner

Re: cisco cra/ivr call redirect problem

Thanks for replying Yogi. I don't fully understand your explaination. It appears that the ivr is unable to make an outside call (see below).

Do you think the ivr received a busy signal when attempting to redirect the call? Just to make sure that this is not the root cause of the problem, I tried redirecting to a number that undoubtably free. The error still occurs.

Perhaps you can suggest a way to debug this.

Thanks,

Andrew

(CallRedirect): Redirect to: *17812290290failed. Status: 2:

Exception=com.cisco.channel.ChannelExecutionException: Contact id:

2793, Channel id: 4, Reason: RESOURCE_INVALID, transfer invalid extn

142635: Sep 08 12:06:28.216 EDT

Highlighted
Collaborator

Re: cisco cra/ivr call redirect problem

Sure you don't need to redirect it to 917812290290? Alsok, does your CTI Port have the correct CSS to make external calls?

Highlighted
Beginner

Re: cisco cra/ivr call redirect problem

I've tried many redirecting with and without the 9 and/or 1 and both return errors (See below). I am able to place a call to an outside line using the "Place Call" method.

Perhaps you can suggest why Place Call works while Redirect Call does not.

Your advice will be greatly appreciated.

Thanks,

Andrew Pasetti

## Error received when using "*916174604249" ##

196097: Sep 17 11:30:04.066 EDT %MIVR-STEP_CALL_CONTROL-7-UNK:Task:15000003758 RedirectStep (CallRedirect): Redirect to: *916174604249failed. Status: 2: Exception=com.cisco.channel.ChannelExecutionException: Contact id: 3760, Channel id: 3, Reason: RESOURCE_INVALID, transfer invalid extn

## Error received when using "916174604249" ##

196723: Sep 17 11:36:05.075 EDT %MIVR-SS_TEL-3-REDIRECT_FAILED:Redirect failed: All Call ids=CallID:3762 MediaId:305785/3 Task:15000003760,Extension=916174604249,Exception=com.cisco.jtapi.InvalidPartyExceptionImpl: Redirect failed because of an invalid destination. ,Failure reason=CTIERR_REDIRECT_CALL_UNKNOWN_DESTINATION=0x8ccc0034