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CUCM/CUC 12.5 - Hunt Pilot/Transfer - No Ringback on Incoming External

Robtoth112
Level 1
Level 1

Hello, 

We have setup a Native Call Queuing Hunt Group in CUCM and the users can get to it when they press an option on a System Call Handler in Unity.  The issue is when the call is ringing to an agent the user only hears dead air when they are calling from an external line.  If the call is made internally the user will hear the ringing.  

This is also happening on the straight transfer option -- especially cold transfers.  Once more, happening on external calls, but hear the ringback on internal.  

We figure it may be a configuration issue on the voice gateway -- or sending the ringtone to the gateway -- but wanted to post here to get initial reaction.  Both Cisco UCM with Hunt Pilot & UC with Call Handler on v.12.5.1. 

The Hunt Pilot operates as follows:  

PSTN > CUCM > CTI Route Point > CUC (Call Handler) > Option #2 (to speak with someone) > 2nd Call Handler with message (when open & 'attempt to transfer'; otherwise closed & 'user to mailbox') > open = transfers to extension > CUCM/Hunt Pilot (Hunt List/Line Group) > 1 x DN assigned (Circular). 

But even if Call Handler is opened or closed, and upon the transfer -- whether to one DN (for vm when closed) OR other DN to speak with someone, the caller hears dead silence.   Thoughts are most welcome; but believe it may also be a bug.  

Thanks!  

 

2 Replies 2

b.winter
VIP
VIP

As a side note: You don't need a CTI RP to forward the call to Unity, you can router the call with a RP directly to Unity.

For your problem:
You say, that you here nothing already on your call handler? Did I get that correct? If yes, then maybe you Gateway and Unity are allowed to "talk" to each other, because of a routing and/or FW issue. Is there a FW between the GW and CUCM/unity?
What's your PSTN connection: ISDN or SIP Trunk?

PRI/T1 from the PSTN.  

The caller can hear the messages from the Call Handler, as well as background music when caller is returned to CUCM & running through the Hunt Pilot (supposed to hear a message every 30 seconds; but that is another issue).  It is only when the caller is transferred to the available DN in the Hunt that the caller does not hear the ring back.  The receiving phone rings; but the caller hears nothing but dead silence.  Thus, the caller would have the tendency to hang up as they believe they have been disconnected when transfer through.  

Same thing happens on a direct call to any of the other available DNs in the cluster from external -- when transferring to another phone, no ringback for the caller, but the receiving phone will ring.  Internal calling & transfer, no issues.