Agent's Cisco IP Phone shows missed calls without the phone ringing.

[pedro.miranda@la.logicalis.com]

Hello everybody,

My customer reports that his agents are complaining that the IP Phone is showing missed calls without the phone ringing. I checked the call at CUIC report and see that there is no time of conversation or ring time, only time in queue.

In the trace of CUCM, the disconnect cause is 16 (Normal Call Clearing), the BYE menssage is from Agent.

The agents uses the Cisco IP Phones 7821, UCCX11.6 and CUCM 11.5.

The call flow is:

IP Phone --> CLUSTERCUCMX --SIP--> CLUSTERCUCMY <---> UCCX --> Agent

Regards,

[silvervoip]

please upgrade firmware code to latest and try again.

[pedro.miranda@la.logicalis.com]

Hello, 

Thanks for the reply, but I had already done that, the IP Phone is currently in the cmterm-78xx.12-7-1-0001-393 version.