cannot transfer calls on 7941 and 7942

[peggyfarrell]

Symptom:

cannot transfer calls from 7941 and 7942 model telephones.

we recently loaded the cmterm-devicepack9.1.2.12039-1.cop on our Call Manager version: 9.1.2.10000-28 for DX80 support - in that .cop file is added support for telephones.  Our network then had an issue in which the phones in our call center dropped and upgraded at the same time-  unaware that this would change the firmware in the device default to a new version.

Older model 7941 and 7942 model telephones are subject to the bug listed below when a reboot occurs with new version of firmware:

https://tools.cisco.com/bugsearch/bug/CSCun26289/?reffering_site=dumpcr

the workaround is to roll back to the older version of firmware.

In our case from the version that installed with the device pack:

SCCp41.9-3-1SR4-1S

back to version:

SCCp41.9-3-1SR2-1S

[Manish Gogna]

Was a cluster reboot done after installing the device pack on all cucm nodes? Can you restart the http service on the tftp nodes and reset the 7941 and 7942 phones and make a test call to transfer. Please share the exact steps, call details and detailed callmanager traces for the same.

Manish

[Mohammed al Baqari]

Can add more details to the topoglogy.

Where are the 3 parties of transfer localed (tranferor, transfree, transfer-to)? Are they onNet, offNet?

What error are you getting?

[peggyfarrell · Accepted solution]

Hi Mohammed,

the calls included transfers both onNet and offNet -  When using Finesse;  the agents would get the 'no-sign' (a red circle with a line through it) and the radio button to 'transfer' would not be present.   The only available option was to 'retrieve'.    When using the telephone, the option would be to 'end call' or 'redial'.

I did do a TFTP restart after installing the .cop file, but it was not until the telephones went down a few days later because of something not related  - that they upgraded what the .cop file had replaced for the device defaults. 

[Jaime Valencia · Accepted solution]

Manish & Mohammed

I think this is more of a "heads up guys!!" post, and not a "I have a problem, help" post

The bug that is mentioned is Sev2 and affects all 79XX and was updated just today.

Unless I'm missing something, but I don't see a question, and the WA for the bug is 

- Do not use a headset
- Rollback to 9.3(1)SR3 or earlier
- Upgrade to 9.4(2) or newer

Which they mentioned they already did.

[Manish Gogna]

Right Jaime, that seems to be the case :)

Manish

[peggyfarrell]

Thank you so much for your quick responses - 

Yes, this is a heads up.  thank you -  is there a better way to post this type of information? 

My hope is that it can save someone time. 

we did not reboot the cluster -  our network team was doing work on the switches in our call center and dropped the phones - inititiating an upgrade on the telephones that I wasn't aware would happen.  Adding the .cop file was one of the changes I had made to the environment and narrowed it down to this new firmware - and then in the device defaults.    

[Rob Huffman]

Hi Peggy,

Thanks for taking the time to post this up to help others down the road! (+5) It's this type of kind gesture that makes CSC so great.

Cheers!

Rob

[peggyfarrell]

There is a gold mine of help and kindness here and personally have been helped many times. 

- thank you!