CCM Forwarded Calls Dropped

[CBTelecom]

Hey all,

Having a problem with CFWD, and I'm not sure how to trace it.

In CCM, I have an extension forwarded to a mobile phone. It was working fine up until a day ago (nothing changed on the CCM server, as far as I know); internal or external calls to that extension rang the cell phone and the call was completed with no problem.

Now when a caller, either internal or external, dials that extension, the system says it's transferring the call (this is what the caller hears), but there's no ringing and the transfer never seems to happen.

The cell phone receiving the forward rings only once, and then the call is dropped. If answered, there's dial tone.

I tested this with different extensions and with different forwarded devices, including a land line, and get the same result. It seems like the call transfer is not actually taking place, although I'm not sure how to verify that.

Are there any call trace tools in CCM that I can use to see where the call gets hung up?

Thanks!

 

[whykap]

If the caller is hearing a message saying the call is getting transfered then the fwd is happenning not in call manager but either through your voice mail system or IPCC or perhaps another app. Call manager does not have the capability to play anything during a call forward. it is transparent to the caller that he is actually getting forwarded to another device.
What is the message you hear exactly? And can you give us a little more info on how the forward/transfer is achieved?

 

[CBTelecom]

We're using Unity for VM -- so it's actually Unity that performs the call transfer?

A caller dials our main number. When the auto-attendant greeting is played, they dial a four-digit extension. The caller then hears a recorded voice saying "wait while i transfer your call", and then hold music. They don't hear any ringing. That's where the call rings the forwarded device once and then drops.

We're using the CFWD All feature in CCM 4.1. The extension has a CSS that allows it to forward to external lines.

 

[whykap]

Ok so you use the cfwd all feature in ccm bu your original desrciption made it sound like it was Unity doing the transfer.
What type of CO lines do you have? PRI? CAS T1? analog?

Also what happens if you dial the 4 digit from another IP phone directly and not Unity? Can you duplicate the issue there?

You can look into ccm traces and it will tell you where the call gets dropped. make sure you have all the traces turned on to debug first then go into the cmm trace files and look for that call during that particular time it happened.

 

[whykap]

This is the path for you trace files assuming you have the correct traces enabled:
C:\Program Files\Cisco\Trace\CCM

 

[CBTelecom]

We have PRI lines. That's a good idea; I didn't try to dial from one phone to another, but then I'm not in my office.

I'm new to CCM (came from an Avaya background), so I'm not sure how to initiate call tracing. The Cisco literature is fairly deep and I can't find simple instructions for doing it.

Thanks for your help, by the way. I appreciate it.

 

[jeter]

We had this problem before and found it was caused by the telco. The NI2 setting for some reason was not connecting to other clecs ( Sprint, AT&T etc etc). ONce we moved to NI1 we were ok.

Try to call forward to another line say a fax. Also debug the PRI (debug isdn q931) look at the disconnect codes.

I am not saying this is your problem but you can do a few things here to identify your issue.




Spc NVARNG
Tek-TIP Member 19,650

 

[whykap]

That's why I was asking what type of lines you had. Debugging q931 messaging on the gateway might give you an indication of why it is failing.
The call is going out since the remote forward destination rings so I would be surprised if it is a css problem.