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New Member

CAD Agents can no longer dial numbers from their Dial Pad

Hi,

After we upgraded our UCCE+CAD solution from version 7 to version 8.5, we noticed the
following problem : agents can no longer dial number from their Dial Pad and receive a message "Request Operation Failed".
Before the upgrade they used to call regular numbers (3001, 3002...) from their Dial Pad that
are redirected to CVP. Now, all these numbers can be dialed directly from their Cisco IP Phones and Communicator but not from the Dial Pad. When looking at the CAD Agent logs we noticed the following error :
2012-05-29 17:05:23:938 INFO DESK1313 FailureCode = 1 - PeripheralErrorCode = 20999 - ErrorMessage = Error [20999] Call Manager - Unknown Call Manager Failure on Operation - MessageType = eMakeCallRequest - UniqueObjectID = agent.5000.9997
Please help us to resolve this issue.
Everyone's tags (6)
5 REPLIES
Green

CAD Agents can no longer dial numbers from their Dial Pad

Is the check box "dial number as entered" on the CAD dial pad selected?

Regards,

Geoff

New Member

CAD Agents can no longer dial numbers from their Dial Pad

Hi Geoff,

Yes, it's checked and it seems grayed and we can not change it.

Any ideas?

Green

CAD Agents can no longer dial numbers from their Dial Pad

What are 3001, 3002? Are these CUCM route points that run a script? Do you see a Router Log Error when you try to call? Does it activate the script? If it's a CUCM route point, is it associated with your JTAPI user - does it generate a Route Request?

Regards,

Geoff

New Member

CAD Agents can no longer dial numbers from their Dial Pad

3001, 3002... are Dialed Numbers and we have no CTI Route Points.

We have configured a Route Pattern 3XXX in CUCM that directs the calls to CVP through a Gatekeeper.

When an agent calls one of these numbers using his IP Communicator, it works perfectly but when he calls the same number from CAD Dial Pad, the call fails.

This issue appeared while upgrading the whole UCCE solution from version 7 to version 8.

Green

CAD Agents can no longer dial numbers from their Dial Pad

I hate to say this, but in my opinion, using Route Patterns like that is the wrong way to do this. This is the classic CVP warm transfer problem (also referred to under CUCM-originated calls).

The problem with the Route Pattern is it cannot carry call data - but the Route Point can. So you can set up the number to be used for an initiated call (from non-agent IP phone or from agent desktop) and for a transfer call (from agent desktop), carrying call data, and solve the problem for all.

Furthermore, you can use the ICM DNP (Dialed Number Plan) concept and configure 3001, 3002 in ICM to do a "fake" post-route and not even touch CUCM.

The principle is the same - the script starts and the first Send to VRU returns the label on the NVRU for the CUCM RC (+ correlation ID, of course).

This is the Route Pattern you want your gatekeeper to handle - this is what should select a CVP.

Now it comes into CVP, uses the correlation ID to find the paused script, hits the second Send To VRU and now returns the label on the CVP RC - which your gatekeeper sends to a voice gateway.

I know it is more complicated than the method you are using. But it's the best way. Once you have done it this way and sorted it all out, you can use the method again.

Regards,

Geoff

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