Hello - I've got a 10.5 Call Manager with a UCCX version of 10.6
My Problem: We've got a contact center, and calls to DID's are not routing to the correct UCCX application. Specifically, it seems isolated to a subset of "triggers" (extensions) of calls beginning with "81". Instead, they route to a "fallback" application that contains a trigger beginning with "79". We're currently working around the problem by having the phone company re-direct those specific DID's to other DID's so they hit other queues. It's not ideal, but it works for now.
Here's what I've done and checked:
> Rebooted Call Manager, UCCX and Unity publishers and subscribers to refresh services.
> I've checked the translation pattern transform mask to see if it's set incorrectly. (they aren't)
> I've checked the CTI Route Point to see if it's set incorrectly. (they aren't)
> I've checked the applications to ensure that the triggers are in the right applications (they are).
Other things to note:
a) Our route patterns for long distance begin with "8.1"
b) When I dial the triggers beginning with "81", there is an 8 second pause before it hits the contact center. Strangely enough it routes to the correct application.
My nagging concern: Given that our problem triggers begin with 81 and some route patterns begin with 81, I'm wondering whether or not the T302 timer is causing a hand-off "timeout" between call manager and UCCX. In what I think is more than coincidence, the timer is set to 8 seconds.
My questions:
a) Does the T302 timer affect inbound as well as outbound call routing? I though digit analysis was for outbound calls only.
b) Why would this just begin suddenly? Everything had been TESTED and working fine for months until a week ago.
I've contacted Cisco, and they've proven useless. For over a week they've been unable to diagnose anything, despite collecting 4 rounds of call traces from RTMT from both Call Manager and Unity. They have now contacted me are are wanting to collect more logs. I've had it.
Has anyone seen this behavior before? I'm open to any advice.
My Problem: We've got a contact center, and calls to DID's are not routing to the correct UCCX application. Specifically, it seems isolated to a subset of "triggers" (extensions) of calls beginning with "81". Instead, they route to a "fallback" application that contains a trigger beginning with "79". We're currently working around the problem by having the phone company re-direct those specific DID's to other DID's so they hit other queues. It's not ideal, but it works for now.
Here's what I've done and checked:
> Rebooted Call Manager, UCCX and Unity publishers and subscribers to refresh services.
> I've checked the translation pattern transform mask to see if it's set incorrectly. (they aren't)
> I've checked the CTI Route Point to see if it's set incorrectly. (they aren't)
> I've checked the applications to ensure that the triggers are in the right applications (they are).
Other things to note:
a) Our route patterns for long distance begin with "8.1"
b) When I dial the triggers beginning with "81", there is an 8 second pause before it hits the contact center. Strangely enough it routes to the correct application.
My nagging concern: Given that our problem triggers begin with 81 and some route patterns begin with 81, I'm wondering whether or not the T302 timer is causing a hand-off "timeout" between call manager and UCCX. In what I think is more than coincidence, the timer is set to 8 seconds.
My questions:
a) Does the T302 timer affect inbound as well as outbound call routing? I though digit analysis was for outbound calls only.
b) Why would this just begin suddenly? Everything had been TESTED and working fine for months until a week ago.
I've contacted Cisco, and they've proven useless. For over a week they've been unable to diagnose anything, despite collecting 4 rounds of call traces from RTMT from both Call Manager and Unity. They have now contacted me are are wanting to collect more logs. I've had it.
Has anyone seen this behavior before? I'm open to any advice.