Agent state changed to reserved but call is not ringing/landing for 30 seconds

Unanswered Question
May 3rd, 2012

Hi All,

we have IPCC 8.5, CVP 8.5, UCM 8.5, last few weeks we are facing

agents are facing intermittently, their state changed to reserved but call is not landing/ring for a while, and we have seen call is going to RONA in CVP logs.

We have cross checked the Device Target (4 CVP servers) its fine, Queue music is interruptable.

In Ingress/VXML gateway we have the dial-peer pointing to two subscribers with equal priority. Seems to be some call is not routing to agent phone (delay is there between voice gateway and ip phone) due to some reason. We dont use SIP proxy we use static routing to subscribers.

Please share your ideas.

with Regards,

Manivanna                  

I have this problem too.
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manivannan.para... Thu, 05/03/2012 - 03:41

I have seen another intesting logs in the CVP

Extension configured for Auto Answer also show RONA.

geoff@hp.com Thu, 05/03/2012 - 04:07

In Ingress/VXML gateway we have the dial-peer pointing to two subscribers with equal priority.

The gateway should point to the Call Servers. The Call Servers should have static routes to the subscribers.

If the call is not getting to the agent even though they go into Reserved (the Call Router has selected them), ensure that the SIP trunks to the Call Servers and the agent phones are in compatible partitions/CSS. Examine the logs on the Call Server when the INVITE is sent to the agent phone. If the INVITE returns 404 (not found) or 503 (unavailable), then the setup is wrong.

Regards,

Geoff

manivannan.para... Thu, 05/03/2012 - 04:52

Hi Geoff,

Thanks for the reply, We have configure the ICM Dial number points to CVP call server in the gateway, but extension 2... points to call manager.

We have checked the SIP trunk of VG and CVP Call server are having common CSS.

with Regards,

Manivannan

geoff@hp.com Thu, 05/03/2012 - 06:07

what is the purpose of the dial peer in the gateway pointing 2... directly to the Subs?

You would have 4 SIP trunks - one to each of your Call Servers. Are they all correct?

Regards,

Geoff

manivannan.para... Thu, 05/03/2012 - 06:25

Hi Geoff,

dial peer in gateway point 2... to subscribers so calls will be transferred to agent after the ivr treatment.

all 4 sip trunks are fine.

geoff@hp.com Thu, 05/03/2012 - 08:29

CVP always controls the call.

The switch leg will remain in place for the life of the call.

The VXML leg will be playing queue music on the gateway, and when the agent is chosen, CVP will essentially instruct the gateway to tear that leg down and extend the leg from the gateway to the phone. (There are complexities regarding SIP INVITEs, and SCCP set ups that I am omitting).

CVP does this. No dial peer on the gateway for that.

Regards,

Geoff

Sheraz Saeed lodhi Fri, 05/04/2012 - 06:20

Mannivanan, Geoff is right, i faced the same agent reserve issue and problem was IP Phone and trunk had diff partition as well diff CSS. Secondly also check if you have DP in VG for 9292 number.

dass.prakash Mon, 05/07/2012 - 01:35

Geoff is correct, additionally did you added any new partitions to the CSS on the trunk, if so please try resetting the trunk and check it out

Regards,

Dass

manivannan.para... Sat, 05/12/2012 - 23:39

Hi All,

thanks for the input, we have checked throughly and found from one of the gateway call is not landing to the ip phone but other five voice gateways are landling, seems to be a network issue, because from the same gateway it is landing to different vlan IP phones. We are checking with network perspective.

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