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In Emergency Responder, emergency callers intermittently receive a busy signal and emergency calls are sometimes not routed


Core Issue

There is probably a problem with the configuration of your standby Cisco Emergency Responder server.


If you have only configured a primary Cisco Emergency Responder server, install and configure a standby Cisco Emergency Responder server. If CPU utilization on the primary server reaches one hundred percent, the Cisco Emergency Responder cannot handle emergency calls. In this case, the standby server handles the calls.

To resolve this issue, perform these steps:

  1. Check the route point configuration for the standby server.
  2. Ensure that the emergency call route point's call forward settings are configured to forward calls to this number.

For information on the Cisco CallManager configuration, refer to the Creating the Emergency Call Route Points section of Configuring Cisco CallManager for Emergency Responder.

For information on the Cisco Emergency Responder configuration, refer to the Configuring CER Server Group Telephony Settings section of Configuring Emergency Responder.

For more information about resolving Cisco Emergency Responder, refer to these documents:

Problem Type

Call connection (Connection quality: One-way audio, no busy tone, dropped calls, etc.)

Voice applications (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)

Call Connection

Call connection establishment

Busy tone

CallManager Features

Call routing

Frequency and Scope of Symptom

Occurs intermittently

Voice Applications

Emergency Responder (ER)

Cisco Emergency Responder (CER) Components

Standby CER server


Emergency call

Enhanced 911 (E911)

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