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

param aa-hunt10 should be configured with the extension oh the operator not with the option  menu.

EG.

param aa-hunt10 1000 where 1000 is the operator number

HTH

Regards

Carlo

[Amr Abdelazim]

Hello Carlo

kindly be noted that the operator extension number is 0, that is why i put 0 in command param aa-hunt10 0, also when the caller press 1 and prompted to enter the extension if he press 0 he can reach to the operator successfully.

[Carlo Poggiarelli]

Ok got it!

So by what you are saying, when a caller selects Dial By extension Option and then Dials 0 the calls drops. Am I correct?

If yes please activate a debug ccsip Messages (if you are in a SIP environment) and a debug voip dialpeer inout. A full show run would be also useful to help us to dig more.

Thanks a lot 

Regards

Carlo

[Amr Abdelazim]

Hello Carlo,

when a caller selects Dial by extension option and then dial 0 the call forwarded to operator successfully,

but when a caller selects 0 from options menu to go direct to the operator in this case the call drops, i can share with you the output from one successful call and another debug from a failed call, but please let me know the needed debug commands to run them, i also attached the output of show run, thanks for your cooperation and support

[Carlo Poggiarelli]

Hi, 

you are most welcome!

Thanks for the output.

The debug I need are:

debug voip application script

debug voip dialpeer inout

and last…

debug h225 q931

Thanks again 

Regards

Carlo

[Amr Abdelazim]

Hello Carlo

i have uploaded two debugs for the successful call when select dial by extension then dial 0 and reached to operator successfully

the other debug when select 0 from options menu to reach to the operator direct and the call was dropped

[Carlo Poggiarelli]

Hi 

One of the difference between Dial by Extension and Hunt Groups is that the second one need a Music on Hold to let the caller to hear something while the script searches for a valid destination while the first one doesn’t need.

In your logs the script fails while trying to play a moh before sending the call to the operator extension.

To fix  this follow these steps:

conf t

telephony-service

moh flash:en_moh.au <—- this file should be present on the router’ s flash

Please let me know 

Cheers

Carlo

[Amr Abdelazim]

Hello Carlo

i tried this and when the caller select 0 from option menu, he listen to MOH but the call didn't forwarded to the operator too, i had attached the debug, thanks

[Carlo Poggiarelli]

Hi,

Now the caller hears the music continuously or the call drops after a while?

Please let me know

Regards

Carlo

[Amr Abdelazim]

Hi Carlo

The caller hears the music continuously and after the music end there is a silence but the call didn't drops, the caller who terminate the call by press end call button

[Amr Abdelazim]

Hello Carlo

i discovered something today, when a caller select 0 from option menu and while he is hearing MOH, the phone of operator is ringing but when the operator answer the call the call is drops

[Carlo Poggiarelli]

Hi.

Infact I was looking at the logs and I saw a succesful call to 0 Extension

Q931 Message IE Decodes
Protocol Discriminator : 0x08
CRV Length : 2
CRV Value : 0x802E
Message Type : 0x02: CALL_PROC
User-User: Length Of IE=81
Data 052180060008914A000522C0B50000120F436973636F43616C6C4D616E6167657200310110C01100EF4EB1CAA0AE11EE8091D19AD0486D510100010010A00100100140B500001209820400000400010300
Q931 Message IE Decodes
Protocol Discriminator : 0x08
CRV Length : 2
CRV Value : 0x802E
Message Type : 0x01: ALERTING
Display: Length Of IE=4
Data 44756161
User-User: Length Of IE=82

Please send the debug while the Operator answers the call

Thanks

Regards

Carlo

[Amr Abdelazim]

Hello Carlo

Kindly find attached Debug, thanks

[Amr Abdelazim]

Hi Carlo,

do you found the root cause of call drops from last debug?, waiting for your feedback please, thanks a lot for your cooperation