IPCC SoftPhone application and call transfers?

[ADB100]

Agents using Cisco 7940 IP Phone and have IPCC SoftPhone application installed on PC attached to IP Phone. Transfer function via the IPCC SoftPhone fails occasionally and on-screen buttons are 'greyed out'. User gets a dialogue box telling them resources are unavailable. The resolution is to reload application or reboot PC, sometimes only a reset of the physical IP Phone fixes the issue.

Could this be CallManger or IPCC?

Anyone have any ideas?

 

[megaco]

I doubt this is a problem with CCM but its hard to say.

The best thing to do is make sure you have the right level of tracing enabled and then get details of the call.

This way you can trace where the failure is coming from. You will need the IVR logs on IPCC for JTAPI info, you will need SDL traces on the CM and would want to also take the CTI and normal CM traces. Set the level to Detail - also is this only effecting internal calls? Is it to certain numbers? Is it only effecting certain people?

Are you going through specific gateways? You can run the traces and next time the problem occurs you can review what is happening. Also how many CSQ's are you running on the CRA Server? Are you using seperate dialog/call control groups? (Refering to IVR port distribution etc).

Once you have more understanding on what is happening you can start discarding the various components, thus making troubleshooting a whole lot easier

Let me know if you need more help.

I work for myself - my website is

http://www.call.uk.net

 

[ntorresssc]

Try assigning the Soft Phone and the hard Phone on two different Partitions. Just make sure the two partitions have the same attributes. I have notices that the TSP app has problems when the Soft Phone and Hard Phone that has the same extensions are on the same partition. Just a thought.


Nelson