False 911 calls issue

[master001]

Hello all,

I have a weird issue:

The end user has been experiencing a lot of false 911 calls.

They are possibly dialing 91 and waiting before they complete their

long distance number and automatically 911 is dialed.  

CUCM Ver : 7.1.3.32900-4

It looks the issue matches bug "CSCth75427" 's description ---3rd Gen Phones intermittently

send duplicate dtmf digits after key press.

Now I am trying to reproduce the issue and gather the CallManager traces log.

Step 1.  The tester dial “ 91 “  --> 2. Wait  -->3.  The tester could see” 911” on phone’s LCD

-->4.  The tester could hear the ringing  --> 5.   911 service representatives pick up the phone

My questions are :

1. I assume the issue is reproduced.   On what step will the Cisco CallManager

Traces log capture “911” digit?   step 4? or step 5?

2. the bug said " ....send duplicate  dtmf digits...", does it mean it will send digits to PSTN only?

Thanks,

master001

[srsivara · Accepted solution]

Hi,

CSCth75427 can affect any attempted call by a 3rd gen phone not running a fixed firmware - internal or external. What might happen in your case is that digit 1 press results in 2 digits (both 1's) sent by the phone to CallManager.

If you just dialed 91 and see 911 on the display of the phone, it is due to CSCth75427.

In the CallManager traces, you would see the 2 StationInit's from the phone within a hundred msec of each other (which is not possible by a user to press that fast).

Example :

04/12/2010 11:05:59.580 CCM|StationInit: (0087815) KeypadButton kpButton=2

*** aprox 47 ms

04/12/2010 11:05:59.627 CCM|StationInit: (0087815) KeypadButton kpButton=2.

- Sriram

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[master001]

Thanks for your reply, Sriram.

The bug tools show:

1st Found-In
9.0(3)       
           
Fixed-In
9.0(3)ES3
9.1(1)PD1.25

How could I verify the firmware version on CUCM server besides physical phone?   I can't find 9.0.3 on CUCM admin web page: Device ->Device Settings >             Device Defaults

And,do you have any advice/procedure for firmware upgrading?  ( such as 1 hour maintenance window or sth.)

Thanks again,

master001

[Mark Pareja]

You can install the firmware to UCM and specify only one or few devices to use that image, to perform a full site firware upgrade you would first have to install your firmware to UCM and execute a mass device reset.

I always test firmware images with one or two phones for a week or two before rolling out acros the enterprise and reccomend that to anyone despite what anyone within cisco tac has claimed. No two customers are alike.

If you use the reset method to initiate the firmware upgrade any active call will remain active and the reset/upgrade sequence will not commence until the device returns to an Idle state.