Webex calling desktop app. Not sending 486 busy on decline

[jay-schulze]

Hello. we have agents on site A and site B. Using seperate cucm clusters. These are CC agents and when they receive a call from queue site A hits decline on call toast from webex. There is nothing sent to cucm from the logs and the call stops ringing the agent. Eventually it hits RONA and CVP pulls call back and gets normal RONA treatment. 

Site B. Hits decline. And from the logs. A 486 busy is sent back to cucm. Since there is no VM profile configured. It disconnects the call. From what I understand this is actually normal treatment as it tries to divert.

They actually want the behavior from site A to happen at site B. There are no differences on the line config for the agents. site A and B both have no VMprofile configured and all fwd settings are unchecked. I suspect this is something within the webex app itself. I did find for the mobile app there is a setting for enable_reject_with_486_wxt=false or true. But I don't see a config file for the desktop app like with jabber. And there are no registery settings.

[Jonathan Schulenberg]

The Webex app honors a limited subset of the Jabber config parameters. See the deployment guide appendix. Control over how it responds to a decline isn’t one of them however - nor was it in Jabber. Anything else is a feature flag retrieved from the cloud. These are not publicly documented and require CSM or TAC assistance to change.

Do the apps behave differently in the CUCM SDL logs? Make sure there is actually a difference in the app behavior here.

Are the two sites on different CUCM clusters? The only reference to 486 I have encountered on CUCM is a Service Parameter where you can enable it (off by default). This is clustered-wide though.

[jay-schulze]

Hey Jonathan. Thanks for input. Yeah I did see the config file for webex desktop app is not accessible. 

Yes correct the behavior is different from SDL traces. For site A it just doesn't send any response back after they hit decline. No 200 486 etc. Just nothing goes on like a regular rona except it stops ringing on the desktop app itself. Site B. It immediatly sends a 486 busy back.

Yes these are two separate cucm clusters. What param were you thinking? I see the idivert options. But don't believe to be that.