Call diverted to a cell number drops when gets to voicemail

[bix99]

Hi all, I hope someone can point me in the right direction of how I can troubleshoot and figure out an issue we are currently experiencing (bare with me, my cucm knowledge is still fairly basic).

Environment: CUCM and CCX 12.5

We have a small "call center/helpdesk" in Australia and after hours when all agents are logged out of the system we have a workflow for when people phone the call center to be able to "press 1 for out of hours support" which essentially transfers the call to a Translation Pattern... this Translation Pattern is set to a users external Cell phone in New Zealand, the call transfer works fine and this Cell will begin to ring, however if the Cell phone is not answered and the call tries to go to Voicemail the call is immediately dropped.

When checking RTMT log I can see:

1 - invite

2  - 100 trying

3 - 183 session progress

4 - cancel

5 - 200 ok

6 - 487 request cancelled

7 - ack

I have tried settings the Translation Pattern to an Australian Cell and the call and voicemail will work fine. 

How can I debug this to try and see what is happening and would someone be willing to help look at the logs? 

Thank you in advanced

[Roger Kallberg]

I would advise you to reach out to TAC to get help with this as it’s likely a to complex problem for the community. Especially with your limited knowledge of this in mind.

[Jonathan Schulenberg]

TAC isn’t a bad option but if you want us to take a crack at it, the output of debug ccsip messages from CUBE of the working (cell answers) vs. non-working (cell voicemail) would be the most useful log. Tell us what the IPv4 addresses are though (eg CUCM, CUBE, ITSP). I suspect a provider issue here but you’ll need a better grasp of the problem before lobbing this over the wall to them.

[bix99]

Thanks, happy to log a tac, would like to learn the basics of this process of where to start with troubleshooting too, so no big deal if we cant find the root cause here. 

so on the voice gateway I will:

run, debug ccsip messages
make the call
run, sh logg on the voice gateway to get the text results and copy it - is this the best/only method to get the results?
run, no debug ccsip messages - to disable the debugging.
^^ does this sound ok of the way to do it?

how do I determine the ip of the ITSP, can I obtain from CUCM?

[Roger Kallberg]

Basically correct. You can also get the output from the debug directly in the terminal session by using terminal monitor command, to turn that off you’ll use terminal no monitor. If you’re running one or more debugs you can turn it/them all off by using the command undebug all, or the short version of that u all. On the IP of the ITSP, you can see that in the configuration of your SBC, ie in the routers configuration.