07-30-2018 02:43 PM - edited 03-17-2019 01:16 PM
Hello Experts,
We have DID 819-772-62XX which is translated to 133XXXX. 133XXXX are the extensions range for IP Phones.
The DID is supposed to ring the director's phone which also rings on his secretary's phone (Shared line). If none of them answers the call is forwarded to a CTI Route Point (1336488) which is a trigger in UCCX and sends the call to the available telephonist via a script.
Here's the issue:
According to the above translation, when someone dials 819-772-6200 the call is supposed to ring the extension 1336200 but it goes directly to the CTI Route Point 1336488 without ringing the extension 1336200. It looks like the system sees that none of the users (Director and his secretary) are available and applies the call forward rules defined in the line level. This is happening when both director and the secretary are available.
I went through all partition and CSS but found nothing wrong.
I have looked almost everywhere but don't seem to be able to locate where the issue is.
Any insight would be greatly appreciated.
Thanks,
MK
Solved! Go to Solution.
07-31-2018 11:52 AM
07-30-2018 03:41 PM
07-30-2018 05:44 PM - edited 07-30-2018 05:55 PM
Hi Anthony,
I restarted the Cisco ris data colector service with no luck.
We have a mega CUCM cluster and rebooting the entire system would be a bit difficult but we will Schedule this action if it is needed.
All lines are set to:
Max Call: 4
Busy Trigger: 2
Call Forward and Call Pickup Settings
Voice Mail | Destination | ||
---|---|---|---|
Calling Search Space Activation Policy | |||
or | |||
Secondary Calling Search Space for Forward All | |||
or | |||
or | |||
or | |||
or | |||
or | |||
or | |||
or | |||
or | |||
or |
Anything else?
Thanks,
MK
07-31-2018 12:59 AM
What happens when someone calls internally to the number 1336200 ? Do the phones with Shared extensions ring or not ? If the call straight away goes to the CTI Route Point (1336488) then there may be some small mistake in the config.
Also if you could collect CUCM traces and upload it here. Collect if for like 5 mins as it is a mega cluster so 5 mins of traces will be pretty big to upload. Provide below details
######
Calling Number
Called Number
Time of call
07-31-2018 04:42 AM
GM Abhay,
Everything works perfectly well when it's dialed internal.
I will provide you with the trace very shortly.
Just wanted to mention that I restarted the RIS Data Collector service in the Publisher only. Do I need to restart the service in the server where the phone is registered?
Thanks,
MK
07-31-2018 05:09 AM
Another weird behaviour!!!!
I forward the call no answer, unregistered etc. to my extension but the call still goes to UCCX!!!!!
Will provide the trace shortly.
Thanks,
MK
07-31-2018 06:37 AM
07-31-2018 07:18 AM
This DNA output is when I use an internal phone and dial 98197726200.
Results Summary
Calling Party Information
Calling Party = 5142828000
Partition = TIP_LQ-500_PT
Device CSS = LQ-500_NCOS6
Line CSS = LQ-500_NCOS6
AAR Group Name =
AAR CSS =
Dialed Digits = 98197726200
Match Result = RouteThisPattern
Matched Pattern Information
Pattern = 9.@
Partition = 500_INT_PT
Time Schedule =
Called Party Number = 8197726200
Time Zone = America/Toronto
End Device = RL_500-PSTN
Call Classification = OffNet
InterDigit Timeout = NO
Device Override = Disabled
Outside Dial Tone = NO
Call Flow
Route Pattern :Pattern= 9.@
Positional Match List = 819:772:6200
DialPlan = North American Numbering Plan
Route Filter
Filter Name =
Filter Clause =
Require Forced Authorization Code = No
Authorization Level = 0
Require Client Matter Code = No
Call Classification = OffNet
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 98197726200
Calling Party Transformations
External Phone Number Mask = NO
Calling Party Mask = 5142828000
Prefix =
CallingLineId Presentation = Default
CallingName Presentation = Default
Calling Party Number = 5142828000
ConnectedParty Transformations
ConnectedLineId Presentation = Default
ConnectedName Presentation = Default
Called Party Transformations
Called Party Mask =
Discard Digits Instruction = PreDot
Prefix =
Called Number = 8197726200
Route List :Route List Name= RL_500-PSTN
RouteGroup :RouteGroup Name= RG_500-PSTN-882040
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 98197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 1208528
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 98197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-1@LQ500-R24V.XXXX.com
PortNumber = 0
Device Status = Registered
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = OffNet
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
RouteGroup :RouteGroup Name= RG_500-PSTN-882039
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 98197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 1208528
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 98197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-0@LQ500-R24V.XXXX.com
PortNumber = 0
Device Status = Registered
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = OffNet
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
RouteGroup :RouteGroup Name= RG_500-PSTN-880739
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 98197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 1208528
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 98197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-0@LQ500-R22V.XXXX.com
PortNumber = 0
Device Status = Registered
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = OffNet
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
RouteGroup :RouteGroup Name= RG_500-PSTN-880738
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 98197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 1208528
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 98197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-0@LQ500-R21V.XXXX.com
PortNumber = 0
Device Status = Registered
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = Use System Default
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
RouteGroup :RouteGroup Name= RG_500-PSTN-874413
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 98197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 1208528
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 98197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU1/DS1-1@LQ500-R22V.XXXX.com
PortNumber = 0
Device Status = Registered
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = OffNet
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
Alternate Matches
Note: Information Not Available
DNA output is when I use an internal phone and dial 1336200.
Results Summary
Calling Party Information
Calling Party = 1208528
Partition = TIP_LQ-500_PT
Device CSS = LQ-500_NCOS6
Line CSS = LQ-500_NCOS6
AAR Group Name =
AAR CSS =
Dialed Digits = 1336200
Match Result = RouteThisPattern
Matched Pattern Information
Pattern = 1336200
Partition = TIP_SCQ-CasHull_PT
Time Schedule =
Called Party Number = 1336200
Time Zone = America/Toronto
Call Classification = OnNet
InterDigit Timeout = NO
Device Override = Disabled
Outside Dial Tone = NO
Call Flow
Directory Number :DN= 1336200
Partition = TIP_SCQ-CasHull_PT
TypeCFACSSPolicy = Use System Default
Call Classification = Unknown
Forwarding Information
Forward All : DN = VoiceMail = No CSS = CasHull_NCOS2
Forward Busy
Internal : DN = 6488 VoiceMail = No CSS = CasHull_NCOS2
External : DN = 6488 VoiceMail = No CSS = CasHull_NCOS2
Forward No Answer
Internal : DN = 6488 VoiceMail = No CSS = CasHull_NCOS2
External : DN = 6488 VoiceMail = No CSS = CasHull_NCOS2
Forward No Coverage
Internal : DN = VoiceMail = No CSS = CasHull_NCOS2
External : DN = VoiceMail = No CSS = CasHull_NCOS2
Forward Unregistered
Internal : DN = 6488 VoiceMail = No CSS = CasHull_NCOS2
External : DN = 6488 VoiceMail = No CSS = CasHull_NCOS2
CFDF : DN = VoiceMail = No CSS = CasHull_NCOS2
Pickup Group Number =
Device :Type= Cisco 7925
Device Status = Registered
Device Name = SEP78DA6EF5AE9F
Ignore Presentation Indicators = Disabled
Logged Into Hunt Groups = Enabled
Alerting Name = Alain Miroux
Dual Mode = Disabled
Do Not Disturb(DND)
DND Status = Disabled
DND Option =
DND Incoming Call Alert =
Automated Alternate Routing (AAR)
AAR Group Name =
AAR Calling Search Space =
AAR VoiceMail Status = Disabled
AAR Destination Mask =
AAR Prefix Digits =
Device :Type= Cisco 7962
Device Status = Registered
Device Name = SEPC07BBCA1CA46
Ignore Presentation Indicators = Disabled
Logged Into Hunt Groups = Enabled
Alerting Name = Alain Miroux
Dual Mode = Disabled
Do Not Disturb(DND)
DND Status = Disabled
DND Option =
DND Incoming Call Alert =
Automated Alternate Routing (AAR)
AAR Group Name =
AAR Calling Search Space =
AAR VoiceMail Status = Disabled
AAR Destination Mask =
AAR Prefix Digits =
Device :Type= Cisco 7942
Device Status = Registered
Device Name = SEP5CA48A64A0BB
Ignore Presentation Indicators = Disabled
Logged Into Hunt Groups = Enabled
Alerting Name = Alain Miroux
Dual Mode = Disabled
Do Not Disturb(DND)
DND Status = Disabled
DND Option =
DND Incoming Call Alert =
Automated Alternate Routing (AAR)
AAR Group Name =
AAR Calling Search Space =
AAR VoiceMail Status = Disabled
AAR Destination Mask =
AAR Prefix Digits =
Alternate Matches
Note: Information Not Available
DNA output from PSTN ingress point when I use an internal phone (1208528) and dial 98197726200.
Thanks,
MK
Results Summary
Calling Party Information
Calling Party = 8197722100
Partition =
Device CSS = VG-LQHUL_CSS
Line CSS =
AAR Group Name =
AAR CSS =
Dialed Digits = 918197726200
Match Result = RouteThisPattern
Matched Pattern Information
Pattern = 9.1819XXXXXXX
Partition = CasHull_QC_PT
Time Schedule =
Called Party Number = 18197726200
Time Zone = America/Toronto
End Device = RL_SCQ-CASHULL-PSTN
Call Classification = OffNet
InterDigit Timeout = NO
Device Override = Disabled
Outside Dial Tone = NO
Call Flow
Route Pattern :Pattern= 9.1819XXXXXXX
Positional Match List = 18197726200
DialPlan =
Route Filter
Filter Name =
Filter Clause =
Require Forced Authorization Code = No
Authorization Level = 0
Require Client Matter Code = No
Call Classification =
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 918197726200
Calling Party Transformations
External Phone Number Mask = YES
Calling Party Mask = 8197722100
Prefix =
CallingLineId Presentation = Restricted
CallingName Presentation = Restricted
Calling Party Number = 8197722100
ConnectedParty Transformations
ConnectedLineId Presentation = Default
ConnectedName Presentation = Default
Called Party Transformations
Called Party Mask =
Discard Digits Instruction = PreDot
Prefix =
Called Number = 18197726200
Route List :Route List Name= RL_SCQ-CASHULL-PSTN
RouteGroup :RouteGroup Name= RG_CASHULL-PSTN-880743
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 918197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 1208528
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 918197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-1@LQHUL-R21V.XXXX.com
PortNumber = 0
Device Status = UnKnown
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = Use System Default
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
RouteGroup :RouteGroup Name= RG_CASHULL-PSTN-887720
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 918197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 1208528
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 918197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-0@LQHUL-R23V.XXXX.com
PortNumber = 0
Device Status = Registered
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = OffNet
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
RouteGroup :RouteGroup Name= RG_CASHULL-PSTN-887785
PreTransform Calling Party Number = 1208528
PreTransform Called Party Number = 918197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 1208528
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 918197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-0@LQHUL-R21V.XXXX.com
PortNumber = 0
Device Status = UnKnown
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = Use System Default
Calling Party Selection = Originator
CallingLinePresentation = Allowed
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
Alternate Matches
Partition :Name= CasHull_NA_PT
Pattern
Pattern = 9.1[2-9]XX[2-9]XXXXXX
Pattern Type = Enterprise
Call Classification = OffNet
CallManager Device Type = AccessDevice
PatternPrecedenceLevel = PlDefault
PatternRouteClass = RouteClassDefault
Partition :Name= CasHull_INT_PT
Pattern
Pattern = 9.@
Pattern = (9)(1)([2-9][0-9][02-9])([2-9][0-9][0-9])([0-9][0-9][0-9][0-9])
Tags List = ACCESS-CODE:LONG-DISTANCE-DIRECT-DIAL:AREA-CODE:OFFICE-CODE:SUBSCRIBER
Pattern Type = National
Call Classification = OffNet
CallManager Device Type = AccessDevice
PatternPrecedenceLevel = PlDefault
PatternRouteClass = RouteClassDefault
07-31-2018 09:50 AM
07-31-2018 11:52 AM
07-31-2018 11:06 AM
07-31-2018 11:24 AM
1336200 is shared on 3 different phones. One of the phones is a 7925.
Here's the output of the DNA from the PSTN gateway. I used my cell phone (514-602-7093) and dialed 819-722-6200. Is this a valid séanario for you?
Results Summary
Calling Party Information
Calling Party = 8197906444
Partition =
Device CSS = Hilton_NCOS2
Line CSS =
AAR Group Name =
AAR CSS =
Dialed Digits = 918197726200
Match Result = RouteThisPattern
Matched Pattern Information
Pattern = 9.@
Partition = Hilton_INT_PT
Time Schedule =
Called Party Number = 18197726200
Time Zone = America/Toronto
End Device = RL_SCQ-CASHULL-PSTN
Call Classification = OffNet
InterDigit Timeout = NO
Device Override = Disabled
Outside Dial Tone = NO
Call Flow
Route Pattern :Pattern= 9.@
Positional Match List = 1:819:772:6200
DialPlan = North American Numbering Plan
Route Filter
Filter Name =
Filter Clause =
Require Forced Authorization Code = No
Authorization Level = 0
Require Client Matter Code = No
Call Classification = OffNet
PreTransform Calling Party Number = 5146027093
PreTransform Called Party Number = 918197726200
Calling Party Transformations
External Phone Number Mask = YES
Calling Party Mask = 8197906444
Prefix =
CallingLineId Presentation = Default
CallingName Presentation = Default
Calling Party Number = 8197906444
ConnectedParty Transformations
ConnectedLineId Presentation = Default
ConnectedName Presentation = Default
Called Party Transformations
Called Party Mask =
Discard Digits Instruction = PreDot
Prefix =
Called Number = 18197726200
Route List :Route List Name= RL_SCQ-CASHULL-PSTN
RouteGroup :RouteGroup Name= RG_CASHULL-PSTN-880743
PreTransform Calling Party Number = 5146027093
PreTransform Called Party Number = 918197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 5146027093
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 918197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-1@LQHUL-R21V.loto-quebec.com
PortNumber = 0
Device Status = UnKnown
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = Use System Default
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
RouteGroup :RouteGroup Name= RG_CASHULL-PSTN-887720
PreTransform Calling Party Number = 5146027093
PreTransform Called Party Number = 918197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 5146027093
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 918197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-0@LQHUL-R23V.loto-quebec.com
PortNumber = 0
Device Status = Registered
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = OffNet
Calling Party Selection = Originator
CallingLinePresentation = Default
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
RouteGroup :RouteGroup Name= RG_CASHULL-PSTN-887785
PreTransform Calling Party Number = 5146027093
PreTransform Called Party Number = 918197726200
Calling Party Transformations
External Phone Number Mask = Default
Calling Party Mask =
Prefix =
Calling Party Number = 5146027093
Called Party Transformations
Called Party Mask =
Discard Digits Instructions =
Prefix =
Called Number = 918197726200
Device :Type= MGCPT1PRIPort
End Device Name = S0/SU0/DS1-0@LQHUL-R21V.loto-quebec.com
PortNumber = 0
Device Status = UnKnown
AAR Group Name =
AAR Calling Search Space =
AAR Prefix Digits =
Call Classification = Use System Default
Calling Party Selection = Originator
CallingLinePresentation = Allowed
ConnectedLinePresentation = Default
Number Of Strip Digits = 0
CallerID DN =
Alternate Matches
07-31-2018 11:38 AM
07-31-2018 12:53 PM
Hi Anthony,
The problem has been resolved.
The Gateway (MGCP) was registered with the CUCM Pub which is the secondary backup which is in a different site. I reset the mgcp protocol by excuting no mgcp then mgcp to force the GW to register with the primary diffined as the first call agent.
Also I restared the Cisco RIS Data Collector service in both CUCM.
To be honest with you, I don't know resting mgcp or restarting the RIS services resolved the issue but the credit for both intervention goes to you. Thank you for taking the time and helping me with this issue.
Regards,
MK
07-31-2018 01:16 PM
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