Unity Express and Call Forward Issue

Rod.Blackie · ‎02-27-2012

Hi Netpros

I have a UCM 7.1.3 environment with 7 h.323 gateways are each remote site - the gateways codec and dial peers are all standardized. We have a UNITY EXPRESS system installed into a 2800 router which is working fine except....

when inbound PSTN calls are forwarded on from the phone after going unanswered to the voicemail pilot number it just rings out. On my phone i can see the pilot number being initiated but I don't get the voicemail prompt. It just rings out.

Like i say voicemail works fine for every situation except incoming PSTN calls that are forwarded to voicemail from this site.

i've manage to track down via a CUE trace the problem and can't make head or tail of it. Below is some text from 2 traces. The first trace is from the problem site and the second trace is from a site that works ok. The problem line has been highlighted.

Has anyone any ideas where to look? - many thanks

Problem Trace:

525 02/27 11:45:26.795 ACCN CHMG 0 GrpStubImpl:notifyChannelInUse - No Group state change - channel state changed from Idle --> InUse

525 02/27 11:45:26.795 ACCN CHMG 0 ChStubImpl:handleInUseTransition - notifying all waiting threads that channel is no longer idle-ChannelStub[channelClass=com.cisco.call.CallControlChannel,type=Cisco CTI Port,id=1,state=IN_USE,pendingState=null,groupId=1,locked=false]

525 02/27 11:45:26.795 ACCN TELS 0 Route Connection: [5000:ARC Partition/(P1-uadmin) GCID=(3,1190981)->ACTIVE]->ALERTING, CTI Port selected: TP[id=1,implId=5005,state=IN_USE]

525 02/27 11:45:26.795 ACCN TELS 0 RouteCallObserver.callChangedEvent: redirecting to 5005, css=default

525 02/27 11:45:26.806 ACCN TELS 0 ROUTE_FAILED:Route failed : All Call ids=JTAPICallContact[id=163,type=Cisco JTAPI Call,implId=1190981/3,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_GB,aborting=false,app=App[name=voicemail,type=Cisco Script Application,id=2,desc=voicemail,enabled=true,max=24,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@1140114,privilegeType=1,last.modified=1330096457968,script=voicebrowser.aef]],task=null,session=Session[id=0x684ee1857,parent=null,active=true,state=SESSION_IN_USE,time=1330343126790],seqNum=0,time=1330343126765,cn=5000,dn=5000,cgn=8218,ani=null,dnis=null,clid=null,atype=FORWARD_ALL,lrd=5262,ocn=5262,odn=null,uui=null,aniii=null,ced=null,lrvmn=5262,ocvmn=5262,route=TR[num=5000],port=null,aborting=false,transferring=false,disconnecting=fa

525 02/27 11:45:26.810 ACCN TELS 0 EXCEPTION:com.cisco.jtapi.InvalidPartyExceptionImpl: Request failed because of an invalid destination.

525 02/27 11:45:26.810 ACCN TELS 0 EXCEPTION:com.cisco.jtapi.ConnectionImpl.redirect (CTQF)

Good Trace

4108 02/27 11:49:38.850 ACCN CHMG 0 GrpStubImpl:notifyChannelInUse - No Group state change - channel state changed from Idle --> InUse

4108 02/27 11:49:38.850 ACCN CHMG 0 ChStubImpl:handleInUseTransition - notifying all waiting threads that channel is no longer idle-ChannelStub[channelClass=com.cisco.call.CallControlChannel,type=Cisco CTI Port,id=7,state=IN_USE,pendingState=null,groupId=1,locked=false]

4108 02/27 11:49:38.850 ACCN TELS 0 Route Connection: [5000:ARC Partition/(P1-uadmin) GCID=(3,1190997)->ACTIVE]->ALERTING, CTI Port selected: TP[id=7,implId=5007,state=IN_USE]

4108 02/27 11:49:38.850 ACCN TELS 0 RouteCallObserver.callChangedEvent: redirecting to 5007, css=default

5504 02/27 11:49:38.871 ACCN TELS 0 Route TR[num=5000], event=CallCtlConnDisconnectedEv, cause=CAUSE_NORMAL[100], meta=META_CALL_REMOVING_PARTY[131]

4108 02/27 11:49:38.878 ACCN TELS 0 Call.associated() JTAPICallContact[id=166,type=Cisco JTAPI Call,implId=1190997/3,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_GB,aborting=false,app=App[name=voicemail,type=Cisco Script Application,id=2,desc=voicemail,enabled=true,max=24,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@1140114,privilegeType=1,last.modified=1330096457968,script=voicebrowser.aef]],task=null,session=Session[id=0x684ee1859,parent=null,active=true,state=SESSION_IN_USE,time=1330343378843],seqNum=0,time=1330343378842,cn=5000,dn=5000,cgn=8218,ani=null,dnis=null,clid=null,atype=FORWARD_NO_ANSWER,lrd=8218,ocn=8218,odn=null,uui=null,aniii=null,ced=null,lrvmn=8218,ocvmn=8218,route=TR[num=5000],port=TP[type=Cisco CTI Port,id=7,implId=5007,active=true,state=IN_USE],aborting=false,transferring=false,disconnecting=false]

4108 02/27 11:49:38.878 ACCN TELS 0 Route Connection: [5000:ARC Partition/(P1-uadmin) GCID=(3,1190997)->ACTIVE]->DISCONNECTED has 1 current sessions active.

4110 02/27 11:49:38.879 ACCN TELS 0 CallID: 166, MediaID: 1190997/3 CallCtlConnOfferedEv received for CTI Port: 5007, lastRedirectedAddress: 5000

4110 02/27 11:49:38.887 ACCN TELS 0 CallID: 166, MediaID: 1190997/3 Accepting call for CTI Route Point: 5000 on CTI Port: 5007, ciscoCause=31

4108 02/27 11:49:38.887 ACCN TELS 0 Call.accepted() JTAPICallContact[id=166,type=Cisco JTAPI Call,implId=1190997/3,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_GB,aborting=false,app=App[name=voicemail,type=Cisco Script Application,id=2,desc=voicemail,enabled=true,max=24,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@1140114,privilegeType=1,last.modified=1330096457968,script=voicebrowser.aef]],task=null,session=Session[id=0x684ee1859,parent=null,active=true,state=SESSION_IN_USE,time=1330343378843],seqNum=0,time=1330343378842,cn=5000,dn=5000,cgn=8218,ani=null,dnis=null,clid=null,atype=FORWARD_NO_ANSWER,lrd=8218,ocn=8218,odn=null,uui=null,aniii=null,ced=null,lrvmn=8218,ocvmn=8218,route=TR[num=5000],port=TP[type=Cisco CTI Port,id=7,implId=5007,active=true,state=IN_USE],aborting=false,transferring=false,disconnecting=false]

4108 02/27 11:49:38.887 ACCN TELS 0 CallID:166 MediaId:1190997/3, TerminalConnection to Terminal: Unity_CTI_5007 is RINGING, [5007:ARC Partition/(P1-uadmin) GCID=(3,1190997)->ACTIVE]->ALERTING

4108 02/27 11:49:38.887 ACCN TELS 0 CallID:166 MediaId:1190997/3 com.cisco.jtapi.CiscoTermInServiceEvImpl received

4108 02/27 11:49:38.887 ACCN TELS 0 TR[num=5000] Get TriggerMap[] return: {secondaryDialogGroup=0, primaryDialogGroup=0}

2553 02/27 11:49:38.889 LLMA LIVR 0 LlamaIvrPortQuery: get(): isEnabled

2553 02/27 11:49:38.889 LLMA LFEA 0 LlamaFeatureManager: getIvrEnablement(): Getting IVR enablement variable, value is true

4108 02/27 11:49:38.889 LLMA LSDB 0 Llama: isIvrEnabled(): LlamaSysdbUser(): getInt(): Getting int /sw/apps/limitsManager/ivrPort/query/isEnabled returns 0

2557 02/27 11:49:38.889 WFSP SCRP 0 WFSysdbNdScript::get enter

2557 02/27 11:49:38.889 WFSP SCRP 0 WFSysdbNdScript::get attribute=privilege

2557 02/27 11:49:38.889 WFSP SCRP 0 WFSysdbNdScript::get exit

miskiewiczh · ‎04-25-2012

Hi,

I have the same problem. Someone resolve this issue ?

Rod.Blackie · ‎04-25-2012

Hi I eventually traced it to a mis configuraiton with my gateway and CSS. Make sure your remote sites gateway partition CSS includes the partition you have configured for your unity express.

All of my gateways used site_phones as the partition except the site i was having problems with. The gateway partiton was the last thing I looked at and found that it was site_internal. On checking the site_internal CSS I found it didn't contain the partition for the unity express..

Hope this helps.

Rod

J. S. Black · ‎12-09-2012

Bumping this because I just ran into this issue, and this post helped me out a lot... here's a quick & dirty solution, and an explanation of what I think is going on with CUE when integrated to a CUCM (imho).

My gateways (CUBE, MGCP, H.323) all have an inbound CSS called PSTN-INBOUND which helps me manage inbound calls, translate & route them properly. This CSS only has access to PSTN-INBOUND-P which has a bunch of translation patterns that either strip the full number to an extension number in INTERNAL-P or perform other routing manipulations. This setup works fine with Unity Connection, but this doesn't work well with CUE.

CUE port DNs, defined as CTI Ports in Device-Phone, need to be dialable from the gateway's calling search space (and the CTI RP's CSS as well). I originally put them in my INTERNAL-P partition, just like the CTI Route Points that are used for AA, pilot number, AVT, etc. Calls to the CTI Route Points from inside the system work just fine as the CTI Port numbers are dialable from the phones. However this is not the case for calls coming in a gateway.

I think CUE performs a redirect using CTI to the DN of the port it wants the caller to go to. Since inbound calls from my GWs are using the PSTN-INBOUND CSS, you get a busy tone because it can't figure out where to route the call. So I set up a translation pattern in PSTN-INBOUND-P that matches my CTI DN range (190X) and simply changes the CSS to INTERNAL. Voila, it works. Took me a long while to figure that one out... CUE is not often integrated with CUCM, so there isn't much support or shared experience available out there.

You won't have this issue with Unity Connection, because most if not all calls directed to it hit a Hunt Pilot which does not care which P/CSS you are in when the HL/LG routes the call. As long as you are in the proper CSS to hit the Hunt Pilot's partition, anything else behind that HP/HL/LG doesn't matter.

Bryant Seppelt · ‎07-28-2015

Yes, this was fixed by adding the Partition of the CTI Route Point to the CSS of the SIP Trunk in CUCM.