IP Communicator user can't 4 digit dial into any UCCX queues

[tiffanydeporter]

On 12.5

Strange issue, I have one person (so far) that is using Cisco IP Communicator and cannot 4 digit dial into any of our UCCX queues. I myself use the Cisco IP Communicator and I can 4 digit dial them fine. He is however able to reach them when he 10 digit dials. When the user calls the 4 digit number for the helpdesk instead of getting put in the queue, he gets a busy signal. He has tried this when he is both remote and on campus, same issue. I did DNA on his number and it routes it exactly like mine. I ran a report in Variphy showing my call vs. his call. My call breaks of to a transfer to the CTI route point, but his says Resource unavailable, unspecified (See attached screenshots of Variphy report). I have had multiple others test this with no problems, at this time he seems to be the only one. Any thoughts? Below is the DNA from his number. I am also attaching screenshots of the 2 call examples

• Results Summary
• Calling Party Information
• Dialed Digits = 6537
• Match Result = RouteThisPattern
• Matched Pattern Information
• Called Party Number = 1204
• Time Zone = Etc/GMT
• Call Classification = OnNet
• InterDigit Timeout = NO
• Device Override = Disabled
• Outside Dial Tone = NO

• Call Flow
• Alternate Matches

TIA,

Tiffany

[bill.king1]

That is strange. Are you able to try from their desktop and configure it with your IPC and dial, just to eliminate if it was something tied to their laptop (or vice versa)?

[tiffanydeporter]

I will give it a try tomorrow if he will allow me the time. I will report back on my findings! Thanks

[tiffanydeporter]

Great suggestion! I loaded that users IPC on my laptop and was successfully able to place the same calls that he could not.

[TechLvr · Accepted solution]

It is possible that your UCCX is configured to use g711 but the CIPC can only do g729 due to following potential issues: 

1. The CIPC might be set to “Optimize for low bandwidth” 
2. The region relationship between the CIPC and the UCCX ports might be set to lower than 64kbps (i.e. 8kbps).

10 digit dialing from the CIPC works because the call is probably routed through the PSTN. If that's true, then there’s either a transcoder invoked or the region relationship between CIPC and your trunk is set to 64kbps (and CIPC is not optimized for low bandwidth).

Please follow steps below. 

1. On the CIPC, Click Menu > Preferences > Audio and make sure “Optimize for low bandwidth” is unchecked. 
Place a test call by 4 digit dialing, if it still doesn't work, check step two below. 

2. Change the user’s CIPC device pool to be the same as your CIPC device pool. Then place a test call by 4 digits. 
If this works, then there is a region/location relationship issue between the user's original CIPC device pool and that of the UCCX ports. 

[tiffanydeporter]

Thanks for that info! The end user is off today so tomorrow I will check the setting for optimize for low bandwidth. But for option 2 we are both in the same device pool. So hopefully it is as simple as unchecking the “optimize for low bandwidth”. I will report back tomorrow with the outcome.
Thank you!

[tiffanydeporter]

The "optimize for low bandwidth" WAS checked. I had the end user uncheck and click ok and he was successfully able to complete the calls into UCCX queues. Thanks so much!!