call fwd set on phone went disappeared over night

[eddchen]

Hi guys,

Just getting users complains that the call fwd they setup from the phone by clicking the CFwdAll button just got disappeared over night. after they setup they tested it is working, then go home, come back next day, it is not longer showing forwarding.

I can't think of anything other than human intervention into it, but the users are saying no one can possibly go and remove it overnight, any idea guys or a ghost thing here :-)

Regards,

Ed

[paolo bevilacqua]

Start mentioning phone system type and version you using.

[eddchen]

Hi Paolo,

This is CUCM System version: 8.6.2.21900-5, phone is 7965 with firmware SCCP45.9-2-1S.

Regards,

Ed

[iptuser55]

I`m not saying it is the problem but a UK company a while back got hit with a £100K bill. Check call logging reports if you have any one CDR on CCM . There are people out there who may say to a friend ring this DDI number and I set the call forward to an international number or to the international  operator or even a premium rate number and then in the morning remove it

[eddchen]

also it has 2 expansion modules attached if that may be of any concern.

[Deval Tetar]

Hi,

There are few things you can check here,

Is it is happening with one phone only or all the phones at that location,

Is it happened one random time or it happens every night, or its intermittent.

You can check in trace when call forwarding is applied to a particular number and when removed, with that you will be able to find if someone has removed that over the night or not.

You can ask user to mail you the time when they have applied call forwarding that will be helpful to you in getting trace.

By far what I have seen is human intervention into it.

[eddchen]

Hi Deval,

The problem is we don't know the time the phone lost the cfw setup, it is almost impossible to go through whole night's log to find it.....user is informing there was another phone doing the same.

No idea why anyone would remove it, these phone are for premium users, they don't have restrictions to make international calls or fwd to international calls.

Regards,

Ed

[Deval Tetar]

Ed,

I think you can find when phone lost the cfw setup, as call volume will not be much, I hope so

Plus you don’t have to go through whole trace, you have to look for few key things as tcp handle, Ip/Mac of phone, DN of phone.

In addition you can ask any nearby user(not premium user) to set call forwarding and check that what happens with that. if that is removed or not.

I don’t see any possible reason to fwd go off manually.

At one of my client we find out CFwdALL key pressed in trace file in middle of night. However no phone calls were made from that phone and same thing used to happen with all users at particular floor.

In CCTV recording we found that cleaning staff was doing cleaning and they press buttons by mistake. Then we have to inform them to do phone cleaning when user is present.

In your case it is going to be difficult to go through trace but I think that’s the only way.