Calls going directly to voicemai and not ringing station

[demanding]

Intermittent issues with calls going directly to voicemail and not ringing the station. Station is not in use, on SEND or forwarded. Station did not lose registration. CM 6.2; Modular Messaging 5.2; 9650 IP Phones and 9641G IP Phones; external calls using SIP; SBC 6.2; Session Mngr 6.2. Cannot trace a call because you never know where it comes from or where it is going. This issue surfaced in a remote location about a month ago and now has shown up in another site. We do not know if more are impacted. Transfer to voicemail is another issue but do not have all the details. Just that one reported when attempting to do this, call did not transfer and they heard a "beep". Thoughts? Anyone seen this?

 

[kyle555]

So...what exactly happened. What is your intermittent issue?

 

[Arshadteck]

Hi,

There should be DID mapping right?

Just take a DID and see to which extension it is mapped. Then you can trace on that station to see what exactly is going on with the call.

ArshadTeck

 

[demanding]

Issue is that calls are not ringing the station and end up in voicemail. Person is sitting right there and never hears their phone ring. They are not on the phone when the call comes in. But then they get notification of a voicemail. This is now popping up in several offices. Cannot trace it because you never know when it will happen. We had Avaya involved and are now working with the BP on it. They want traces...how do you trace for something that is inconsistent?

 

[kyle555]

It sounds like a simple enough architecture so long as you have only 1 or 2 SMs.

PSTN-->SBC-->SM-->CM-->Phone(H.323 or SIP?)

If you're able to reliably reproduce this, traceSM from the Session Manager CLI would help - you can filter on the user.

You can also do a station trace in CM and watch that call happen if you can reproduce it.

Also, are you using call admission control with bandwidth limits between network regions?

Your intermittent issue is exactly what would happen if you had a remote office with 1Mbps of bandwidth, and administered CM for 1Mbps of bandwidth between the core and the branch, and had an 11th or 12th call try to come in from the core SIP trunks and try to reach that destination region - it would fail for no bandwidth available and go to the station's coverage path to MM.

You can "status ip-network-region 1" - or any other region where phones with this problem are, and you'll see current usage and a peg count for # of times bw exceeded today.

 

[sekitori]

Could be as simple as 'dn-dst' activated on station ?
Happens here frequently....

check 'sta sta XXXX' page 1 under hospitality status..

regards,
Sekitori

 

[sekitori]

Maybe even volume turned down so the call does come in but user doesn't hear it - after a few rings follows coverpath to voicemail...

Happens here all the time ;-)

Sekitori

 

[demanding]

Thanks for the tips. Volume is fine. I'll ck the other ideas - especially the CAC.

 

[dialtonebone]

To add to what Sekitori said, when doing the "sta sta XXXX" also check if SAC Enabled=Yes:

status station 4001                                             Page   1 of   7
                              GENERAL STATUS
     Administered Type: 9611               Service State: out-of-service
        Connected Type: N/A            TCP Signal Status: not connected
             Extension: 4001
                  Port: S00000        Parameter Download: pending
           Call Parked? no                [b][highlight #EF2929] SAC Activated? no[/highlight][/b]
      Ring Cut Off Act? no
Active Coverage Option: 1            one-X Server Status: N/A

          EC500 Status: N/A        Off-PBX Service State: N/A
   Message Waiting:
   Connected Ports:


  Limit Incoming Calls? no

 User Cntrl Restr: none                        HOSPITALITY STATUS
Group Cntrl Restr: none                     Awaken at:
                                             User DND: not activated
                                            Group DND: not activated
                                          Room Status: non-guest room

 

[dialtonebone]

Also, check the users coverage path.

 

[montyzummer]

AS mentioned back to the traceSM if you use the -uri or other based on VM IP filer in SM accordingly , run an mst on CM .


Create a test vdn with a vector with a mesaging step , measure the vdn create a dummy mailbox with a generic greeting , at least you will get some idea .pattern to to whats happening..... also rune tracsbc .

Or set aside a time when you can run all these traces together OOH and bombard the system.... just a thought you have rebooted MM and mas??

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[Wanebo]

Also you can see if the call was possibly blocked from going to the network region by doing a stat network-ip-region [region #]. Calls blocked from passing (exceeding bandwith settings or for other reasons) can behave strangely.

 

[demanding]

Thank you all...SAC, call fwding, registration were all ckd and the phone is not having any issues or forwarded. When I status ipnetwork region x, I do see where BW was exceded 7 times today - as an example - is there a way to see how many calls were in progress when it hit the BW limit?

 

[kyle555]

Depends how you configured your bandwidth controls in your network region connectivity.

If you set a limit of 5 calls between regions, then you know every 6th call was denied.

If you set it by bandwidth, then do some math if you're consistently using the same codecs between those regions.

 

[ddog6601]

Are your users logged into the phone with agent ID 's ? I had a similar issue with a user reporting that calls were going to voice mail without ringing and the message light would just " come on suddenly " We found that the issue was that the user was getting a call on her actual extension ( not her agent ID ) while she was logged into the queue and on a call. So the call would go directly to vm. The message waiting Indicator ( MWI ) does not light up until the agent logged out of her agent id, making it appear that suddenly she has missed call that did not ring.

 

[newglide]

I'm a call center newbie, ddog your post got me wondering, Does the agents phone ring if someone calls their extension if they are logged into the queue? Or is it only if they are on another call, I take it queue call or direct extension. What if they have more than one call appearance programmed on their phone?

 

[demanding]

No agents in our Firm. We are still looking at bandwidth limitations as the culprit...will update this post once all of that is fleshed out.

 

[ddog6601]

newglide- Yes, the phone (station ext) rings if they are logged into the queue with the Agent ID. Our agent have three sta appearances on the phone but if they are logged in AND on a queue call the call to the extension will go to voice mail without ringing, then if that caller happened to leave a message, the agent's phone MWI will not illuminate until they have logged out of the phone. Unless we add a aut-msg-wt light to the phone.
I am guessing this is by design so that agents are not getting calls to their personal extension while on a call in a queue.