7937 phone will not dial out

[Yort Mantup]

CUCM 10.5

We have a site in Mexico where I have multiple CSS's and route patterns setup to allow for different outbound call types.  local, LD, US interational, celluar etc.  There is an issue where the 7937 conference phone will not dial out to any MX celluar number but when attempting from the desk phones (7942's) they can.  Both conf and desk phones are setup with same CSS.  I have done the DNA and show the call routing as it should. 

For MX celluar you have to begin the dial with 9 and then either 044 or 045 then the remaining number.  What is happening is when dialing from the phones they dial 9044 and the call attempt drops. 

Other outbound calls from the 7937 works fine.

I am unable to think and find any cause for this occuring only on the 7937 phones.  Any idea's??

[Jaime Valencia]

What do the debugs show???

[Manish Gogna]

If other ip phones from that site are able to dial the same number with same css applied then most likely the dial plan is fine. Can you check if the 7937 is in the same device pool as other phones on that site. As suggested by Jaime you can run a quick debug on the gateway to see if the failed call from 7937 is even making it to the gateway. If it is not then detailed callmanager service traces are required for a failed call.

Manish

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[Yort Mantup]

I did check device pool/region information and all is correct.  I am waiting for my contact in Mexico to help with making a test call so I can collect debug info.  I put this on the forum ahead of that to give me other idea's as to what the cause may be.  Once I get the debug info I'll post.  I am unsure if getting a unable to dial message or reorder tone but assume reorder as well.  I am also waiting for confirmation on that.

[Ryan Huff]

If I am to understand your OP correctly; from a 7942 you can dial 9044XXXXXXXXX and the call connects however, from a 7937 if you dial 9044XXXXXXXXX the call drops after "9044" is entered and the 7937 is using the same CSS/PT as the 7942? When the call drops, I assume you hear the reorder tone?

Typically, you would hear the annunciation message, "Your call cannot be completed as dialed ..." if the call path was legitimatley being blocked by something like CSS. When you say dropped, I assume you're hearing the reorder tone, which for CCM is a hallmark for media/codec issues. Is the inter-digit timeout expiring first or is the drop happening right after the 4th digit press?

As Manish mentioned, double check that the Polycom is in the correct region (expressed through a device pool). Another way to test this theory (if you're not familiar with regions) is to temporarily place a transcoder into the MRGL that the Polycom is using.

If the Polycom is in the correct region, log into the gateway and clear the logs the issue "debug voice ccapi inout", place a control call and see if you see the call in the gateway logs. If so, please upload the output here.

We can also work a parallel theory at the same time:

1.) From the CLI of the CCM publisher issue, "utils ntp status". In the output, you are looking for it to show syncronized and a Stratum of 3 or better (lower). Keep in mind, Windows servers are not supported in UCOS as NTP servers.

2.) From the CLI of the CCM publisher issue, "utils ntp server list". Ideally you want all your NTP servers referenced by IP address and not hostname/FQDN.

Thanks,

Ryan

[Yort Mantup]

Please see attached logs.  7942 file show a successful call to a cell phone.  7937 file a call that failed to the same cell number.  Both phones are in same CSS, Location, Region, Device Pool.   Looking at the log for the 7937 I show that it is only trying to dial 9044 and using dial peer 6 which is setup for emergency dialing.  I have a dial peer setup for cellular calls but it is not hitting it.

[Carlo Poggiarelli]

Hi,

Can you also please check the DN CSS on each phone if they are similar.

Look also at route plan report if there is any overlapping route pattern or translation pattern which modify the called number.

A running config of your gateway could be also useful

Thanks

Regards

Carlo

[Yort Mantup]

Hi Carlo,

I did check the DN CSS to and nothing is set so it's using the phone CSS.  7942's are setup the same. I attached the running config.  I stripped out alot of the network routing configs and only focused on the voice config sections.

[Carlo Poggiarelli]

Hi,

Thanks for the configration.

Is the outbound route pattern hitting a gateway or a route list?

Can you try to assign another dn to 7937 and try to call out.

Also CUCM trace could be useful 

Let us know 

Regards

Carlo

[Yort Mantup]

hitting a route list.  Both 7942's and 7937's utilize the same route pattern.  There 5 7937's at the location all with different DN's that experience the same issue.  I will work on a CUCM trace.

[Carlo Poggiarelli]

Hi,

as long as you can please post a CUCM trace here 

Regards

Carlo

[Risat]

Hi, I know its an old post, but am facing the same issue, can you please update how u fixed the issue