Intermittent - CUCM is sending SIP invite and but CIPC not responding

[Avrt Chauhan]

Hello,

We have a small CX of 35 Agents we are having a situation where Agent status is flipping from Reserved to ready but call never rings.

Call Flow 

PSTN(PRI) --> CUBE --> SIP -->CUCM-->CIPC [Connected over VPN]

From the CUCM traces we can see the CUCM is sending Invite to the CIPC but when we cross checked from PCAP[Agent Machine] weather the CIPC is receiving the invite or not! we didn't see any.

Moreover, We can see the Register keep alive message between CUCM and CIPC every two minutes.

Thanks in Advance!

[Konstantin Vaksin]

Hello,

I guess you are talking about UCCX.
When Agent is going to reserved, that means, that Engine picks the agent and start call routing to it.

You will need to check the reason of why call never reached agent phone.

You might want to switch to SCCP protocol for your CIPC to check, if it will get registered.

Kostia

[Avrt Chauhan]

Issue Description 

Call arrive, agent get reserved, phone doesn't ring... the caller will wait around few minutes and hang up, agent get back to ready, call in considered abandoned, and everything is back to normal. this happens every now and then!!

I receive more than 20 call daily and just very few are going to this issue. Add to that, the problem appears at different agent each time!!

[Konstantin Vaksin]

That basically prove the problem with connectivity.

Check connectivity. Switch from UDP to TCP for the call signaling and keepalive signaling for the phones.

Hopefully it helps,
Kostia

[Avrt Chauhan]

Thanks Konstantin, Our agent were using CIPC over VPN & Issue lies at the Interface level.

CIPC was getting registered with wrong Interface every now and then. which cause signalling routing issue for any incoming call.