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Beginner

UCCX Agent Call Drop Issue

Hello Guys,

 

Recently we faced a call drop issue in contact center environment for around 1 Hr. time. I went through the MIVR logs from UCCX and found below logs for one of the dropped call.

 

Line 2599: 73598937: Oct 08 14:29:39.136 IST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_PORT_QEXE_56010-239-599-CONN_EV:50095] CallImpl: Call.transferStarted(50095) JTAPICallContact[id=28708,type=Cisco JTAPI Call,implId=371285/4,active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=en,aborting=false,app=App[name=GSD_ESS,type=Cisco Script Application,id=0,desc=GSD_ESS,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2020-03-20 18:24:34.0,recordId=866,desc=GSD_ESS,name=GSD_ESS,type=Cisco Script Application,id=0,enabled=true,sessions=10,script=SCRIPT[GSDwork.aef],defaultScript=,vars=[<com.cisco.prompt.Playable PromptCovid>],defaultVars=null]]],task=51000119043,session=Session[id=001-0x1176599e4e,parent=null,active=true,state=SESSION_IN_USE,time=1602147548663],seqNum=0,time=1602147548662,cn=51070,dn=51070,cgn=090284XXXXX,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=51070,odn=null,uui=null,aniii=null,ced=null,OrigProtocolCallRef=000000000005AA55043AF52B00000000,...
Line 2763: 73599093: Oct 08 14:29:47.443 IST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_EXE-40-184666-CALL_EVENT_LOG:56010] RequestImpl: CallID:28708 MediaId:371285/4 Task:51000119043 Got (P1-ccxjtapi_1) 113507/1 ConnDisconnectedEv 50095:PT_CHN_PHONE:1 [#1727795] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, (P1-ccxjtapi_1) 113507/1 CallCtlConnDisconnectedEv 50095:PT_CHN_PHONE:1 [#1727796] Cause:100 CallCtlCause:212 CiscoCause:0 FeatReason:2, events on the AddressCallObserver.
Line 2763: 73599093: Oct 08 14:29:47.443 IST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_EXE-40-184666-CALL_EVENT_LOG:56010] RequestImpl: CallID:28708 MediaId:371285/4 Task:51000119043 Got (P1-ccxjtapi_1) 113507/1 ConnDisconnectedEv 50095:PT_CHN_PHONE:1 [#1727795] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, (P1-ccxjtapi_1) 113507/1 CallCtlConnDisconnectedEv 50095:PT_CHN_PHONE:1 [#1727796] Cause:100 CallCtlCause:212 CiscoCause:0 FeatReason:2, events on the AddressCallObserver.

 

Can someone help to identify what CallCtlCause:212 CiscoCause:0 FeatReason:2 mean.

 

51070 is the Trigger Number.

50095 is the agent's extension.

2 REPLIES 2
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VIP Mentor

No idea what it means, but I will share that if there is a call drop issue after an hour on the agents phone, the best place to look is CUCM logs.

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I have SDL and Event Viewer traces from CUCM. Can you help what to find in CUCM Traces.