11-28-2012 06:34 AM - edited 03-16-2019 02:26 PM
I have installed a fresh install of Unity Connection 8.6(2) and had set up a voice directory handler that was working fine.
CTI Routepoint with a DN with CFWD all to Voicemail then the Mailbox has the Standard Greeting set to the VoiceEnabledDirectory Directory handler. Asks who you want to speak to and rings the phone.
Now, all of a sudden, it fails to ring the phone, it just send you directly to the voicemail of the person you call.
I've added more users, so I dont know if it's timing out somewhere, but has anyone got any other ideas?
The users were Bulk Import, so maybe a setting was changed somewhere, but if so, I really cant find it...
Thanks
Ian
11-28-2012 06:44 AM
Ian,
Make sure the Standard transfer Rule on the user is set to "Transfer Calls To:" extension rather then Greeting.
HTH,
Chris
11-28-2012 06:44 AM
Hi Ian,
This routing to DN ring or greeting is controlled on the
individual user page under Edit> Transfer Rules;
Transfer Calls To: | |
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
11-28-2012 06:58 AM
Thanks Guys
But my setting are the same as that;
Transfer Calls to >Extension > Ext No.#####
Transfer Type >Release to Switch
Rings to Wait for <4>
Ian
11-28-2012 07:10 AM
Hi Ian,
Is this happening for all users? It's possible that it may be
isolated to only the newly added users depending on the
settings that were configured for the Bulk Import.
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
11-28-2012 07:12 AM
Hi Rob
The tests worked with my Pilot Group of around 40 users, then I imported about 380 and now it doesnt seem to work for anyone...
Ian
11-28-2012 07:28 AM
Hi Ian,
Has anything else changed since the Pilot was tested? I would
try fixing this for one single user and then moving towards an overall
resolution. Try changing the Transfer settings to greeting > save and then try
changing back and save. I'm trying to think if CSS for the VM ports might come into
play here??
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
11-28-2012 08:04 AM
Hi Rob
I deleted a user and re-added him, tried changing the Transfer rule setting..... more puzzling by the minute !
CSS for VM ports has all my device partitions in..
11-28-2012 09:56 AM
Hi Ian,
I'm stumped as well
Do you have the Remote Port Status monitor tool setup? If you do,
here is an example of one of our Directory Handler calls that routes
properly and rings the extension of our friend Earl Elk. Can you try the same
and post it up here;
10:48:50, New Call, CalledId=8700, RedirectingId=8700, Origin=16, Reason=8, CallGuid=1BDCF9242E3D494DA2541F4CA09CA50E, CallerName=Rob Huffman, LastRedirectingId=8700, LastRedirectingReason=8, PortDisplayName=CallManager-1-002,[Origin=Invalid],[Reason=Invalid]
10:48:50, AttemptForward
10:48:50, State - AttemptForward.cde!Dummy
10:48:50, Event is [NULL]
10:48:50, PHTransfer
10:48:50, State - PHTransfer.cde!LoadInfo
10:48:50, Event is [TrueEvent]
10:48:50, PHGreeting
10:48:50, State - PHGreeting.cde!PlayGreeting
10:48:50, Call answered if needed
10:48:50, Playing greeting for Call Handler: Opening Greeting
10:48:57, DTMF received [4]
10:48:57, Event is [NULL]
10:48:57, AD
10:48:57, Entering Name Lookup Handler: System Directory Handler
10:48:57, State - AD.cde!TurnOffNameAdded
10:48:57, Event is [SendToVuiDirectory]
10:48:57, State - AD.cde!RunVuiDirectory
10:48:57, -->VuiDirectoryGetSession
10:48:57, State - VuiDirectoryGetSession.cde!Start
10:48:57, Event is [NULL]
10:48:57, State - VuiDirectoryGetSession.cde!RunVuiDirectory
10:48:57, -->VuiDirectory
10:48:57, State - VuiDirectory.cde!GetRecipient
10:48:57, Event is [NoRecipients]
10:48:57, State - VuiDirectory.cde!RunVuiDirectoryName
10:48:57, -->VuiDirectoryName
10:48:58, State - VuiDirectoryName.cde!Start
10:48:58, Event is [NULL]
10:48:58, State - VuiDirectoryName.cde!CheckCallerType
10:48:58, Event is [UnknownCaller]
10:48:58, State - VuiDirectoryName.cde!PlayGetNameExternal
10:49:03, Speech: No-match
10:49:03, Event is [SPEECH_NOMATCH_EVENT]
10:49:03, State - VuiDirectoryName.cde!HandleSpeechNoMatchExternal
10:49:03, Event is [NULL]
10:49:03, State - VuiDirectoryName.cde!PlayNoMatchInitialExternal
10:49:05, Event is [TimeoutEvent]
10:49:05, State - VuiDirectoryName.cde!PlayGetNameExternal
10:49:10, Speech: Input='Earl Elk', Confidence='77', Meaning='Name'
10:49:10, Event is [Name]
10:49:10, <--VuiDirectoryName
10:49:10, Event is [Name]
10:49:10, State - VuiDirectory.cde!GetRecipient
10:49:10, Event is [Recipient]
10:49:10, State - VuiDirectory.cde!Controller
10:49:10, Event is [DoCall]
10:49:10, State - VuiDirectory.cde!PlayCalling
10:49:20, Event is [TimeoutEvent]
10:49:20, State - VuiDirectory.cde!RunVuiTransfer
10:49:20, -->VuiTransfer
10:49:20, State - VuiTransfer.cde!Start
10:49:20, Event is [NULL]
10:49:20, State - VuiTransfer.cde!GetTransferProperties
10:49:20, Event is [TrueEvent]
10:49:20, State - VuiTransfer.cde!CheckTargetType
10:49:20, Event is [Subscriber]
10:49:20, State - VuiTransfer.cde!CheckAction
10:49:20, Event is [GoToTransfer]
10:49:20, State - VuiTransfer.cde!PlayTransferIntro
10:49:20, Event is [TimeoutEvent]
10:49:20, State - VuiTransfer.cde!Transfer
10:49:20, Unsupervised (Release) Transfer to 8727
10:49:21, Event is [HangupEvent]
10:49:21, State - VuiTransfer.cde!Disconnect
10:49:21, Event is [HangupEvent]
10:49:21, <--VuiTransfer
10:49:21, Event is [HangupEvent]
10:49:21, <--VuiDirectory
10:49:21, Event is [HangupEvent]
10:49:21, <--VuiDirectoryGetSession
10:49:21, Event is [HangupEvent]
10:49:21, State - AD.cde!DoHangUp
10:49:21, Event is [HangupEvent]
10:49:21, Idle
Maybe if we compare we can come up with some ideas.
Just in case;
http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
11-30-2012 02:04 AM
Hi Rob
Sorry for the delay, was out yesterday... So this is what I get
09:57:14, New Call, CalledId=192, RedirectingId=192, Origin=16, Reason=8, CallGuid=8650498A6DD34A15B1E52E5A46C4B34A, CallerName=Ian Lewis, LastRedirectingId=192, LastRedirectingReason=8, PortDisplayName=CUCM8.6-1-002,[Origin=Unknown],[Reason=Forward Unconditional]
09:57:14, AttemptForward
09:57:14, State - AttemptForward.cde!Dummy
09:57:14, Event is [NULL]
09:57:14, PHTransfer
09:57:14, State - PHTransfer.cde!LoadInfo
09:57:14, Event is [TrueEvent]
09:57:14, PHGreeting
09:57:14, State - PHGreeting.cde!PlayGreeting
09:57:14, Call answered if needed
09:57:14, Playing greeting for Subscriber: Voice Directory
09:57:14, No DTMF received
09:57:14, Event is [NULL]
09:57:14, AD
09:57:14, Entering Name Lookup Handler: [VoiceEnabledDirectory][{e31d4b9f-387a-4792-a46e-bb9ea168bd1f}]
09:57:14, State - AD.cde!TurnOffNameAdded
09:57:14, Event is [SendToVuiDirectory]
09:57:14, State - AD.cde!RunVuiDirectory
09:57:14, -->VuiDirectoryGetSession
09:57:14, State - VuiDirectoryGetSession.cde!Start
09:57:14, Event is [NULL]
09:57:14, State - VuiDirectoryGetSession.cde!RunVuiDirectory
09:57:14, -->VuiDirectory
09:57:14, State - VuiDirectory.cde!GetRecipient
09:57:14, Event is [NoRecipients]
09:57:14, State - VuiDirectory.cde!RunVuiDirectoryName
09:57:14, -->VuiDirectoryName
09:57:15, State - VuiDirectoryName.cde!Start
09:57:15, Event is [NULL]
09:57:15, State - VuiDirectoryName.cde!CheckCallerType
09:57:15, Event is [UnknownCaller]
09:57:15, State - VuiDirectoryName.cde!PlayGetNameExternal
09:57:18, Speech: Input='James Burnett', Confidence='12', Meaning='Name'
09:57:18, Event is [Name]
09:57:18, <--VuiDirectoryName
09:57:18, Event is [Name]
09:57:18, State - VuiDirectory.cde!GetRecipient
09:57:18, Event is [Recipient]
09:57:18, State - VuiDirectory.cde!CheckIfConfirmOnSingleMatch
09:57:18, Event is [AutoRoute]
09:57:18, State - VuiDirectory.cde!Controller
09:57:19, Event is [DoCall]
09:57:19, State - VuiDirectory.cde!PlayCalling
09:57:22, Event is [TimeoutEvent]
09:57:22, State - VuiDirectory.cde!RunVuiTransfer
09:57:22, -->VuiTransfer
09:57:22, State - VuiTransfer.cde!Start
09:57:22, Event is [NULL]
09:57:22, State - VuiTransfer.cde!GetTransferProperties
09:57:22, Event is [TrueEvent]
09:57:22, State - VuiTransfer.cde!CheckTargetType
09:57:22, Event is [Subscriber]
09:57:22, State - VuiTransfer.cde!CheckAction
09:57:22, Event is [GoToTransfer]
09:57:22, State - VuiTransfer.cde!PlayTransferIntro
09:57:22, Event is [TimeoutEvent]
09:57:22, State - VuiTransfer.cde!Transfer
09:57:22, Unsupervised (Release) Transfer to 2030373815
09:57:25, Event is [FalseEvent]
09:57:25, State - VuiTransfer.cde!TransferError
09:57:25, Event is [NULL]
09:57:25, State - VuiTransfer.cde!LeaveMessage
09:57:25, Event is [NULL]
09:57:25, <--VuiTransfer
09:57:25, Event is [NULL]
09:57:25, <--VuiDirectory
09:57:25, Event is [NULL]
09:57:25, <--VuiDirectoryGetSession
09:57:25, Event is [NULL]
09:57:26, PHGreeting
09:57:26, State - PHGreeting.cde!PlayGreeting
09:57:26, Call answered if needed
09:57:26, Playing greeting for Subscriber: James Burnett
09:57:31, Event is [HangupEvent]
09:57:31, State - PHGreeting.cde!DoHangup
09:57:31, Event is [HangupEvent]
09:57:31, Idle
I've highlighted a line that may be the cause.... Transfer Error... A bit more information would have helped, but it's a start I guess...
Any ideas?
Thanks
Ian
11-30-2012 06:22 AM
You would need to look at logs on UCXN and CUCM for more clues, but just couple more questions:
Are the phone DNs in a partition that is reachable from SIP trunk if using SIP integration or VM ports if using SCCP?
How many CUCM servers are in the cluster, are all servers listed under the port group configuration?
HTH,
Chris
11-30-2012 08:18 AM
Okay, all the servers are there and all the partitions are in the right CSS..
Time for some log diving I guess. Which ones are likely to give the best info for this?
Thanks
Ian
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