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folllysurfer
Beginner

Trouble shoot dropped calls

I have a few users that are part of the main number hunt group. Recently they have had random issues with calls dropping during a transfer. I have times and incoming caller ID's. How can I go about tracking down why caused the call to drop and how to implement a resolution.


Cisco Unified CM Administration
System version: 10.5.2.12901-1

 

Cisco Unified Intelligence Center
Version:10.6(1) build 1 (10_6_1_11003_29)

 

Cisco Unified Attendant Console
Administration Version: 10.5.2.690

4 REPLIES 4

Get an exact time stamp with calling/called number example and pull CUCM SDL traces as a starting point. They should give you a direction to start looking in. For example, if CUCM received a BYE from the PSTN gateway then it isn’t CUCM or the phone that dropped the call. Either the gateway dropped it or it in turn received a BYE from the carrier. Discerning that will likely requiring debuts on the gateway when it happens but CUCM is the easiest place to start.
kukamara
Cisco Employee

Hi folllysurfer,

 

Also if you can post the CUCM SDL logs for the same call, we can explain the logs, get you the disconnect cause code and resolution.

 

Thanks.

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/200787-How-to-Collect-Traces-for-CUCM-9-x-10-x.html

 

Based on this article, trace is not setup for the system. I have enabled it however will this  help with reports from last week? Is there another place I can retrieve the information in lieu of tracing not being enabled?

I don't think so, if the required check boxes were not enabled, the system would not have generated the logs. You have to collect the logs hereafter.

 

Thanks,

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