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call disconnects after error message

In our scenario there is intermittent issue where call coming into IVR and after option 3 and 2 it being send to label > directory number > toll free number users getting error message and call disconnects.

The directory number is not associated with CTI route point.It is just directory number in Call routing tab (2nd Tab,after System tab).
ICM sending call to this label after pressing certain option and this label is directory number which is forwarding all calls to a toll free number.

When I choose Option 3, then Option 2, the IVR states:

-          "Please hold while we transfer you."

-          Then quickly:

-          "I'm sorry, We are currently experiencing system problems and are unable to process your call, please try your call again later."

-          Then the call disconnects. 

Please suggest.

hh

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3 REPLIES
Cisco Employee

Re: call disconnects after error message

Brajesh,

  1. Please look at ICM script in monitor mode and ensure it hits label node and returns label for routing client - IPIVR.
  2. Take a look at MIVR logs (SS_TEL) to see why redirect may be failing, potentially CSS/ partition, codec or location issue may cause redirect to fail. Please verify CCM configuration to ensure CTI port can do the redirect to label.

Cheers,

Sandeep

New Member

Re: call disconnects after error message

Hi Sandeep,

We have checked in monitor mode and hits label node and returns label for routing client CVP.

Directory number is rediecting/call forwarding to toll free number. This is not a CTI RP but just a dirctory number ( Call Routing Tab).

It is intermittent issue and some calls getting disconnceted after the following message.

I'm sorry, We are currently experiencing system problems and are unable to process your call, please try your call again later."

Please suggest.

Brajesh.

Green

Re: call disconnects after error message

A few silly questions to eliminate the obvious.

Does the label node consist of labels for all CVP Routing Clients?

When this label is returned to CVP, what does it do then? Does it consult the CUPS, or do you have static routes in CVP?

If the latter, do all CVPs have this static route?

What IP address is the destination? Is it a gateway or a CUCM subscriber? If the former, are more than 1 gateway involved? Do they all have the dial peer?

Is the  number an IP phone with forwarding to the toll free number? How many lines can this handle?

Why not go to the toll free directly? Do you have enough capacity to hairpin like this?

Regards,

Geoff

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