11.0 Emergency Call Handler PSAP Callback Failed

[tcarlisle1]

We recently upgraded from 10.5 to 11.0 to implement the Emergency Call Handler features. I have worked with the local PSAP to verify that they are receiving the correct ANI/ALI. However, PSAP callback fails with a fast busy.

I've read through this PDF for configuration, http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/11_0_1/featureConfig/CUCM_BK_FE5123E0_00_cucm-feature-configuration-guide_1101/emergency_call_handler.pdf. I read the troubleshooting for incoming PSAP callback. The extension that dialed is still registered and extension mobility is not being used. We are not doing any transformations inbound. Outbound calls are transformed at the route pattern level.

Can anyone provide some insight or additional troubleshooting steps to follow?

Thanks!

[Manish Gogna]

Hi,

Please make sure that the checkbox "Enable Calling Party Number Modification" is checked on the Call Manager user page for the CER user. PSAP callbacks MAY NOT work correctly. The CER service will need to be restarted once the flag is checked on the Call Manager User page.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cer/11_0/english/administration/guide/CER0_BK_C50B9FF0_00_cisco-emergency-responder-administration-guide-1101/CER0_BK_C50B9FF0_00_cisco-emergency-responder-administration-guide_appendix_010100.html

Manish

[tcarlisle1]

Manish,

Thanks for the information. I should clarify we are not using CER, but rather the new Emergency Call Handler features in CUCM 11.0.

Thanks.

[Manish Gogna]

Hi,

For emergency call handler plz check whether the device that made the original emergency call is still registered and also try reproducing the issue without any Extension Mobility being involved. If the issue persists then you can capture the detailed callmanager service traces to troubleshoot further.

Manish

[tcarlisle1]

Update for future reference:

I ended up working with TAC to diagnose issue. We found that we were only getting 7 digits in from the PRI provider. Had the provider start sending us 10 digits and that fixed the issue.

Here is the relevant troubleshooting step from the admin guide linked in the original post...

Incoming PSAP CallBack Call is Not Routed as Expected
Problem: An incoming PSAP CallBack call does not get routed as expected.
Cause: The Emergency Location (ELIN) number does not match the number of the original dialed party.
Solution: For an ELIN to be successfully reverse mapped to the original dialed party, these two numbers must match. If there are already transformations at the incoming Gateway or Trunk and significant digits configured, make sure that the final transformed called party matches the ELIN number.