BACD can't transfer the call to operator

[Amr Abdelazim]

I had configured BACD on ISR4331, and when prompted to select option 1 and dial by extension, the call is forwarded to the extension successfully, but when press 0 to reach to the operator the call is dropped, what may cause this issue?? below the BACD configuration on ISR

application
service aa flash:app-b-acd-aa-3.0.0.2.tcl
paramspace english index 0
param dial-by-extension-option 1
param handoff-string aa
paramspace english language en
param max-time-vm-retry 2
param aa-pilot 666
param max-extension-length 3
paramspace english location flash:
param second-greeting-time 60
param welcome-prompt _bacd_welcome.au
param call-retry-timer 15
param voice-mail 44
param drop-though-option 1
param service-name callq
!
service callq flash:app-b-acd-3.0.0.2.tcl
param queue-len 10
param aa-hunt10 0
param number-of-hunt-grps 1
param queue-manager-debugs 1

[Carlo Poggiarelli]

Hi,

Sorry for delayed answer,

I’m reproducing your configuration on my lab and for me it’s working as expected.

Just to be sure.. The 0 extension is a single phone or a line group on cucm?

Please let me know.

Regards

Carlo

[Amr Abdelazim]

Hi Carlo,

Kindly be informed that the 0 extension is a single phone, is this correct or it should be a line group??

[Carlo Poggiarelli]

Yes it’s ok. My question was just to know which path would take once on the CUCM.

Bear me some time to analyze better and will be back to you in a while.

Thanks

Cheers

Carlo

[Amr Abdelazim]

Hi Carlo

Many thanks for your support, also i would like to till you that i have changed the operator extension from 0 to 199, and also the call was dropped once the operator answers the call, i attached the debug it may help, thanks a lot for your support and cooperation, really appreciated

[Carlo Poggiarelli]

Hi Amr,

When you select option dial by extension and then select 0 as destination number, does the call go through and can be answered?

Pleae let me know.

Regards

Carlo

[Amr Abdelazim]

Hi Carlo

yes, correct that is exactly what happened

[Carlo Poggiarelli]

Ok.

so.. please activate the following debug commands and call the 0 extension once through dial by extension and then through operator option.

debug voip application script 

debug voip rtp inout

debug h225 q931

debug voip dialpeer inout

Thanks a lot

Regards

Carlo

[Amr Abdelazim]

Hi Carlo

Kindly find attached debugs, Thanks a lot for your support and cooperation

[Carlo Poggiarelli]

Hi Amr,

In both logs I can see call connected message.

Did you stay on the line with the "Operator" for a few seconds?

Please let me know

Regards

Carlo

[Amr Abdelazim]

Hi Carlo,

when i "The caller" select 0 from options menu to be transferred to the operator, i heard music on hold for a few seconds on the same time the operator phone is ringing, and when the operator answer the call, the call drops without i can hear the operator and vice versa, hence i didn't stay on the line with the operator after he answers the call, thanks

[Carlo Poggiarelli]

Hi,

My question was about dial by extension option.

If I well understood, you can hear the operator in this case right?

Pleaselet me know

Regards

Carlo

[Amr Abdelazim]

Hi Carlo,

Yes, you are right in case of dial by extension option i can reach the operator and we are speaking to each other successfully, in this scenario the call is completely successful, thanks

[Carlo Poggiarelli]

Hi,

Let's try this

dial-per voice 666 <-- Shut the original DP
shut
dial-per voice 667 pots
incoming called-number 666
service aa
port dial-per voice 0/1/3

dial-per voice 668 pots
incoming called-number 666
service aa
port dial-per voice 0/2/2

Please let me know if it makes any difference.

HTH

Regards

Carlo

[Amr Abdelazim]

Hi Carlo,

i did shut down for dial peer 666

and run below commands, where i didn't found the command port dial-peer voice 0/2/2, hence i write it port 0/2/2,

when test calling the land line connected to port 0/2/2, i heard only ringing tone without the call go through the BACD, also the operator phone is not ringing

dial-peer voice 668 pots
service aa
incoming called-number 666
port 0/2/2

[Carlo Poggiarelli]

Hi

Sorry for misstyping

dial-per voice 667 pots
incoming called-number 666
service aa
port  0/1/3

direct-inward-dial

dial-per voice 668 pots
incoming called-number 666
service aa
port 0/2/2

direct-inward-dial

Let me know

Regards

Carlo