SIP, CUBE and UCCX phone not recognised it's picked up

[richard.priest]

Hi,

We have a setup where calls come in via a SIP provider through a SIP trunk to a CUBE, and then down another SIP trunk to our CUCM platform.

One particular user externally to our organisation has issues when calling a UCCX trigger, (I cannot replicate this when calling form my mobile for example). The trigger works correctly and the relevant messages are played back to the user, however when a selection is made which then diverts the call to either a hunt group, or a DN, the calling party hears what sounds like an error tone. When calling a DN directly,  the call rings and connects normally.

When testing I know that the DN assigned to a phone is ringing normally, however when I pickup, the calling party continues to 'ring'.

I've looked at the debugs on the CUBE and can't really see much wrong, however when looking at the SDL logs from CUCM all I see is ACK, UPDATE and 200 OK, nothing seems to be being sent to the CUBE to tell it that I've picked up the handset.

Can anyone advise on what I may be missing?

Cheers

[Rolando Valenzuela]

I had a similar problem where the phone was ringing, but it was a NAT issue that happened for ALL the calls. You are saying that it is just one customer.

I'll double check codec settings and with the ITSP.

Can you attach the logs after replacing the sensitive data?

Rolando A. Valenzuela.

[Carlo Poggiarelli]

Hi Richard,

Have tried to debug the UCCX application through reactive script option?

If yes, does the failing call go to the right selection?

Also... Is MTP selected between CUCM and CUBE.

Can you also post a debug ccsip message trace while this happens?

Please let me know 

HTH

Regards

Carlo

[richard.priest]

The script works perfectly fine, as in my OP when the same call is made from my mobile it works perfectly.

I'll grab a SIP debug from the CUBE of a test call first thing tomorrow morning

Cheers

[richard.priest]

Thanks Carlo,

attached are a sanitised debug from the CUBE and another extracted from RTMT

Cheers