CME off-hook agents=-1

[Kapil Atrish]

Hi,

Iv'e an issue with one of the CME site. There is one hunt-group where if one agent puts the phone in DND state, the hunt-group stops routing calls completely even if other agents are available. The DND agent state is shown as off-hook agents=-1 when looked at show ephone-hunt

Taking the phone out of DND doesn't help. Removing the List under ephone-hunt and putting it back resolves the issue.

Reload didn't help, problem occurs once in a month or so.

Cisco UC520W-16U-4FXO-K9

System image file is "flash:uc500-advipservicesk9-mz.124-20.T2.

Follwowing is the config:

Group 2
    type: longest-idle
    pilot number: 502, peer-tag 20132
    list of numbers:
        226, aux-number A502A0100, # peers 1, logout 0, down 0
            on-hook time stamp 468406669, off-hook agents=0
            peer-tag  dn-tag  rna  login/logout  up/down
             [20131     15     0       login      up  ]
        237, aux-number A502A0101, # peers 1, logout 0, down 0
            on-hook time stamp 468406668, off-hook agents=0
            peer-tag  dn-tag  rna  login/logout  up/down
             [20133     26     0       login      up  ]
        230, aux-number A502A0102, # peers 1, logout 0, down 0
            on-hook time stamp 399667983, off-hook agents=-1
            peer-tag  dn-tag  rna  login/logout  up/down
             [20134     19     0       login      up  ]
        222, aux-number A502A0103, # peers 1, logout 0, down 0
            on-hook time stamp 468861073, off-hook agents=0
            peer-tag  dn-tag  rna  login/logout  up/down
             [20135     11     0       login      up  ]
    final number: 602
    preference: 0
    preference (sec): 7
     timeout: 12, 12, 12, 12
    hops: 4
    E.164 register: no pilot
    auto logout: no
    stat collect: yes
    callqueue display: continuously
    debug: no

!

ephone-dn  19  dual-line
number 230 no-reg primary
pickup-group 2
label 230 Agent1

description Agent1

name Agent1

call-forward busy 399

call-forward noan 399 timeout 10
huntstop channel

ephone-hunt 2 longest-idle
pilot 502
list 226, 237, 230, 222
final 602
timeout 12, 12, 12, 12
no-reg pilot
statistics collect
!

Show ephone output when issue was reported:

ephone-10[9] Mac:0024.C40A.E2A9 TCP socket:[15] activeLine:0 REGISTERED in SCCP ver 12/9
mediaActive:0 offhook:0 ringing:0 reset:0 reset_sent:0 paging 0 debug:0 caps:9
IP:10.1.1.11 51825 7942  keepalive 1947 max_line 2
button 1: dn 19 number 230 CH1   IDLE         CH2   IDLE        
button 2: dn 2  number 602 cfa 299 CH1   DOWN         monitor-ring shared
Preferred Codec: g711ulaw

Has anyone seen it, any help would be appreciated.

Thanks,

inner_silence

[paolo bevilacqua · Accepted solution]

Update IOS.

[Kapil Atrish]

Hi Paolo,

Thanks for the quick reply.

The version I am running is the latest one in "T" Train.

ADVANCED IP SERVICES 

uc500-advipservicesk9-mz.124-20.T2.bin

Release Date: 02/FEB/2009

Size: 27406.70 KB (28064456 bytes)

Minimum Memory: DRAM:256MB   Flash:128MB

The other two version I see available are as following. I am thinking of going to 124-22.YB8. Do you've any other recommendation/suggestion for me to keep in mind?

ADVANCED IP SERVICES 

uc500-advipservicesk9-mz.124-22.YB8.bin

Release Date: 27/OCT/2010

Size: 29406.86 KB (30112620 bytes)

Minimum Memory: DRAM:256MB   Flash:128MB

ADVANCED IP SERVICES 

uc500-advipservicesk9-mz.124-11.XW10.bin

Release Date: 06/FEB/2009

Size: 25202.66 KB (25807520 bytes)

Minimum Memory: DRAM:256MB   Flash:128MB

Thanks,

inner_silence

[paolo bevilacqua]

I would try YB8. There are newer ones also.

[Kapil Atrish]

I upgraded the CME to resolve the issue. Had to upgrade CUE as well to make it compatible with new CUE version.

For those who might be interested in knowing the new IOS I am running:

uc500-advipservicesk9-mz.151-2.T2

Thanks,

inner_silence

[Kapil Atrish]

Bad news,

The issue re-occured in new CME version today. Look at the below highlighted line, when the agent puts phone in DND, hunt-group stops routing calls completely. Even when the phone is taken out of DND, it doesn't route unless hunt-group is removed and added back again.

Any one??

Group 2

type: longest-idle

    pilot number: 502, peer-tag 20048

    list of numbers:

        223, aux-number A502A0100, # peers 1, logout 0, down 0

            on-hook time stamp 4469, off-hook agents=-1

            peer-tag  dn-tag  rna  login/logout  up/down

             [20047     12     0       login      up  ]

        237, aux-number A502A0101, # peers 1, logout 0, down 0

            on-hook time stamp 569157039, off-hook agents=0

            peer-tag  dn-tag  rna  login/logout  up/down

             [20049     26     0       login      up  ]

        225, aux-number A502A0102, # peers 1, logout 0, down 0

            on-hook time stamp 567998107, off-hook agents=0

            peer-tag  dn-tag  rna  login/logout  up/down

             [20050     37     0       login      up  ]

        246, aux-number A502A0103, # peers 1, logout 0, down 0

            on-hook time stamp 4470, off-hook agents=0

            peer-tag  dn-tag  rna  login/logout  up/down

             [20051     30     0       login      up  ]

    final number: 602

    preference: 0

    preference (sec): 7

    timeout: 12, 12, 12, 12

hops: 4

    E.164 register: no pilot

    auto logout: no

    stat collect: yes

    callqueue display: continuously

    debug: no

Thanks in advance,

inner_silence

[Kapil Atrish]

In case someone else is looking for an answer, I continued working with TAC for a long time on this one.Finally I was asked to remove following commands from CME and it's been 10 days, the issue hasn't re-occurred........keeping fingers crossed..

ixi transport http

!

ixi application cme

!

voice register global

Put in NO for all the above commands, no restart required.

no ixi transport http

!

no ixi application cme

!

no voice register global