We've upgraded around 160 seats from CIPC 220.127.116.11 to CIPC 18.104.22.168 Since doing so we have identified the following issues:
1. Transfer functionality intermittently does not work e.g. someone (Agent_1) will receive a call from a customer, they determine that the customer needs to be referred to another person (Agent_2). Agent_1 selects More and Confrn buttons and enters the number of the destination they need to call (e.g. Agent_2's xtn). Agent_2 answers the call and the two parties discuss the customers requirement before Agent_1 presses Confrn to initiate a 3 way conference. The fault occurs when Agent_1 presses the Confrn button because Agent_2 gets disconnected and Agent_1 is left with the customer.
This method of transferring is a company policy (called "warm transfer"), the customer cannot be "dumped" on another person ("cold transfer") without having first had their requirement discussed between the two agents, and the customer introduced to the second agent waiting to assist them.
This transfer process is used in our call centre solution Genesys, however I have replicated the fault outside of Genesys by using the transfer method described above using only CIPC.
2. We've noticed that since the time of the CIPC upgrade that we are now getting the following error messages appearing in RTMT: %CCM_CALLMANAGER-CALLMANAGER-3-MtpNoMoreResourcesAvailable: No more MTP resources available.
These errors were not present before the CIPC upgrade.
Understanding that the number of MTP's in CUCM (Voice Streaming App Service Parameters) has a default of 48, which is what our setting was, we changed the number of MTP resources to 128 on both the publisher and subscriber CUCM's. In conjunction we restarted the Cisco IP Voice Media Streaming App service on both the publisher and subscriber CUCM's. This has not resolved the issue.
The version of CUCM is 22.214.171.1240-13.
Any assistance would be greatly appreciated. Please advise if more detail is required.