PSAP Callback Failed Message

[tg3859000]

Getting this alarm in the application log of the CER Server. Don't know where to even start looking. Would really appeciate any help.

PSAP Callback failed for : Address = 4694677616 ; Terminal = S0/DS1-0@SDA000 because, routeEndEvent returned : CAUSE_ROUTING_TIMER_EXPIRED

[Rob Huffman]

Hi Terry,

Perhaps this will help get you started. It looks like the PSAP Callback to 4694677616 could not be routed;

PSAP Call Back Errors

You might encounter these problems if a PSAP operator tries to call back an emergency caller using the ELIN provided by caller ID:

Symptom PSAP could not reach the original emergency call extension.

Recommended Action Cisco ER caches a mapping between the caller's true extension and the ELIN you define for an ERL. If more calls get made than the number of ELINs you define for an ERL, Cisco ER must reuse these numbers and thus overwrites the original caller's extension. You can view the call history to determine the extension of the original caller. See the "What Happens When an Emergency Call Is Made" section.

If this is not the problem, check the configuration of the PSAP callback route point in Cisco CallManager and Cisco ER (see the "Creating the Emergency Call Route Points" section and the "Configuring Group Telephony Settings For the Cisco Emergency Responder Server" section), and the ELIN translation patterns in Cisco CallManager (see the "Creating the Translation Patterns for ELINs" section).

Symptom Onsite alert (security) personnel get callbacks from the PSAP.

Recommended Action Cisco ER routes PSAP callbacks to the onsite alert personnel for the default ERL if ELIN-to-extension mapping for the emergency call has expired from the cache. By default, this is three hours, although you can configure expiration to be a longer or shorter time. See the "CER Group Settings" section.

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps842/products_administration_guide_chapter09186a008011c6ed.html#1032703

Hope this helps!

Rob

[johnnylingo]

Here's a question - I've done some callback testing from my cell phone, and can see it correctly do the digit stripping, match the ELIN, and identifiy the last caller's extension. However, it fails to actually ring the caller.

4714: May 21 15:44:06.531 PDT %CER-CER_TELEPHONY-3-ERROR:PSAP Callback failed for : Address = 912065551234 ; Terminal = 10.10.10.4 because, routeEndEvent returned : CAUSE_INVALID_DESTINATION

4721: May 21 15:44:06.531 PDT %CER-CER_CALLENGINE-4-WARNING:Temporary callDetails returned NULL for the key = 91206555123483939843

4722: May 21 15:44:06.531 PDT %CER-CER_TELEPHONY-6-INFO: Entering TelephonySubsystem::getMasterRoutePoint()

4723: May 21 15:44:06.531 PDT %CER-CER_TELEPHONY-6-INFO: Entering TelephonySubsystem::getStandbyRoutePoint()

4724: May 21 15:44:06.531 PDT %CER-CER_TELEPHONY-6-INFO:Event to be dispatched : callRoutingEnded

4725: May 21 15:44:06.531 PDT %CER-CER_ONSITEALERT-6-INFO:InhouseNotificationSubsystem recd event - callRoutingEnded

4726: May 21 15:44:06.531 PDT %CER-CER_ONSITEALERT-6-INFO:Not a 911 call...

Is it possible that callback only works from the PSAP? Do they use special caller ID to identify themselves?

[johnnylingo]

I found my problem was the Calling Search Space applied to the Callback CTI Route point. Since it does a direct transfer (not the CTI ports), the CSS must include all phones.