After upgrade Unity from 11.5 to 12.5 users cannot sign-in

[ikligmanJ]

I have an issue when after upgrading Unity from 11.5 to 12.5 users cannot sign-in to their voicemail by pressing * during greeting. Even so user presses * once Unity gets it twice and the second time it interprets it as hang-up request. Has anyone had the same problem? 

Here is the output from Unity Port Monitor:

08:59:43, PHTransfer
08:59:43, State - PHTransfer.cde!LoadInfo
08:59:43, Event is [TrueEvent]
08:59:43, PHGreeting
08:59:43, State - PHGreeting.cde!PlayGreeting
08:59:43, Call answered if needed
08:59:43, Playing Greeting: Standard
08:59:43, Playing greeting for Subscriber: ghjdgh
08:59:43, 08:59:43 AM 08/28/2022 PhraseID - SystemStandard
08:59:43, Prompt Name - /opt/cisco/connection/share/prompts/ENU/PCM/PHGreet/AvPHGreetENU018.wav
09:01:12, Prompt Text -[Sorry...]
08:59:43, $Stream - /var/opt/cisco/connection/lib/streams/b03cee30-40c2-4cad-a29a-ddb364dd5d4a.wav
08:59:43, Prompt Name - /opt/cisco/connection/share/prompts/ENU/PCM/PHGreet/AvPHGreetENU019.wav
09:01:12, Prompt Text -[...is not available.]
08:59:43, Prompt Name - /opt/cisco/connection/share/prompts/ENU/PCM/PHGreet/AvPHGreetENU016.wav
09:01:12, Prompt Text -[Record your message at the tone. When you are finished, hang up or press # for more options.]
08:59:45, End Phrase
08:59:45, DTMF received [*]
08:59:45, Event is [NULL]
08:59:45, SubSignIn
08:59:45, Subscriber Sign-In
08:59:45, State - SubSignIn.cde!AnswerPhone
08:59:45, Event is [TrueEvent]
08:59:45, State - SubSignIn.cde!AuthenticateUser
08:59:45, -->SubAuthenticate
08:59:45, State - SubAuthenticate.cde!TryCounter
08:59:45, Event is [NULL]
08:59:45, State - SubAuthenticate.cde!GatherID
08:59:45, 08:59:45 AM 08/28/2022 PhraseID - GetID
08:59:45, Prompt Name - /opt/cisco/connection/share/prompts/ENU/PCM/SubSignIn/AvSubSignInENU001.wav
09:01:12, Prompt Text -[Enter your ID, followed by #. seconds of silence>]
08:59:45, End Phrase
08:59:45, DTMF [*]
08:59:45, Event is [HangupEvent]
08:59:45, <--SubAuthenticate
08:59:45, Event is [HangupEvent]
08:59:45, State - SubSignIn.cde!HangupThePhone
08:59:45, Event is [HangupEvent]
08:59:45, Idle

[Maren Mahoney]

What we need to figure out is why CUC is receiving the DTMF twice. When you did your upgrade, did you also change the integration? (Like from SCCP to SIP?) What is the current integration, and what DTMF is used for that integration?

Maren

[ikligmanJ]

Maren, no I didn't change integration between CM and UC. I did upgrade both of them from 11.5 to 12.5. There is more to that problem.

Here is when a user cannot sign-in to his/her voicemail (calling main number): IPTP -> CUBE -> CM RoutePoint -> UC Call Handler playing greeting-> users enter his/her extension -> CM ringing that DN (no answer) -> UC plays user voicemail greeting -> users press * CALL DROPPED

Here is when user is able to sign-in (calling his/her designated DID): IPTP -> CUBE -> CM translation pattern ->  CM ringing DN (no answer) -> UC plays user voicemail greeting -> users press * and asked for IP and PIN and gets to menu.

[Roger Kallberg]

There is something odd with your setup. Normally these steps are not needed when you want to call into your voicemail system to listen to your message, “CM ringing DN (no answer) -> UC plays user voicemail greeting“. What you’d normally have is something along with this, Call to a dedicated number to listen to voicemail message-> IPTP -> CUBE -> CM CTI RP (with that dedicated listen to VM DN) ->  CFA to VM -> CUC plays system welcome greeting -> users press * to login and is asked for extension number and PIN -> gets to voicemail menu.

[ikligmanJ]

Thank you Maren and Roger for replies. Roger, I agree that your suggestion is better than what I have now. The issue I had was with DTMF negotiation between my CUBE and IPTP. DTMF didn't stay the same during call transfers between CUBE, CM and Unity. Luckily I found a solution with a hidden command to use under dial-peers to/from IPTP: "voice-class sip dtmf-relay force rtp-nte".

And it did the trick.