Call's are dropped when Transfer over ICT trunk

[Pramoth Sundaram]

Hi All

Hope are doing well.

Customer has reported a intermitten fault, When call are tranfered from one CUCM cluster to Cisco IP PHONE on another CUCM cluster is getting dropped intermittenly. ( call is dropped after hitting the Tranfer key second time )

Call Flow : PSTN > Gateway > 1st  CUCM > IVR >Agent >  Transfer > ICT Trunk > 2nd CUCM Cluster > IP Phone

Has any one come accross this issue.

Kind Regards

[Suresh Subramanian]

as per the problem description, It seems codec issue between GW & ICT. Could you please crosscheck the region settings?

Can the agent phone transfer a direct internal call over ICT? (phone-A calls phone-B in 1st Cluster and Phone-B transfers the call to 2nd Cluster phone)

[Pramoth Sundaram]

Hi Suresh

Thanks for your response.

No faults were reported for Direct calls Transfers.

Were exactly do think i need to check.

The regions settings bettween GW and Frist CUCM ICT or 2nd CUCM ICT.

[Suresh Subramanian]

We need to check both.

let's say if we skip the IVR, does the phone of 1st cluster able to transfer the inbound external call to 2nd cluster?

[Pramoth Sundaram]

Second Cluster is used for Conter Only so First Cluster normally no requirement to tranfer the call to Contact Center Cluster.

I have check the both ICT Trunks both have Media Resources configured via the DP.

Pramoth

[Nishant Savalia]

Hi Pramoth,

Have you configured MTP and applied to ICT Trunk?

To support supplementary services in case of ICT Trunk, MTP is required.

Please check and let us know.

Regards,

Nishant Savalia

[Pramoth Sundaram]

HI Nishant
Checked the config and confirmed all is ok form Config point of view.

[Ayodeji Okanlawon]

Pramoth

You will need to look at detailed CUCM traces, otherwise you will just be guessing and groping in the dark.

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[Pramoth Sundaram]

Thank Aokanlawon

[Robert Thomas]

Pramoth,

Your issue is rather generic. This could be caused by multiples causes. Your best option is to capture and instance of a call drop with traces from both clusters, and either analyze them yourself or open a case with TAC for troubleshooting.

Changing configuration without looking at the logs for a failure itself it's usually risky.

Common problems are related to codec mismatch, lack of MTP or XCODE sessions, or phones unregistering.