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Call Dropping while transfering to Agent

Hi Folks,

I am facing issue for some calls that gets drop while transfering to Agent Extension from IVR. I am using CUSP for laodbalancing of CVP call server and CUCM cluster. Following is the error appears in CUSP when call gets drop. When i checked the CVP logs it shows every thing was fine and ICM has sent him Lable back to CVP which sent back to CUSP.

This problem is happening with some calls.

CANCEL sip:42164@cucm-cluster.ptcl.ucce;transport=tcp SIP/2.0
Via: SIP/2.0/TCP 10.192.10.228:5060;branch=z9hG4bK9e6bwmHZLjLz+j3nLuFkjg~~232726
Max-Forwards: 70
To: <sip:42164@CUSP.ptcl.ucce;transport=tcp>
From: 00515157272 <sip:00515157272@10.192.10.196:5060>;tag=ds7a3b3352
Call-ID: 0972F43E83A011E188500022BDDB62E8-133421239829845170@10.192.10.196
CSeq: 1 CANCEL
Content-Length: 0


SIP/2.0 487 Request Cancelled
Via: SIP/2.0/TCP 10.192.10.228:5060;branch=z9hG4bK9e6bwmHZLjLz+j3nLuFkjg~~227815
Via: SIP/2.0/TCP 10.192.10.195:5060;branch=z9hG4bKnZmbTfHH.ugyQ9b3g+jgHw~~663830
To: <sip:42076@CUSP.ptcl.ucce;transport=tcp>;tag=30018~0a703ec4-b73e-4e47-807b-d71197961be3-55746633
From: 0992343585 <sip:0992343585@10.192.10.195:5060>;tag=ds5fc1d0d6
Call-ID: 1EA98A09838B11E1911F0022BDDB62BA-133420339479240310@10.192.10.195
CSeq: 1 INVITE
Content-Length: 0
Date: Thu, 12 Apr 2012 04:04:40 GMT
Allow-Events: presence


SIP/2.0 487 Request Cancelled
Via: SIP/2.0/TCP 10.192.10.195:5060;branch=z9hG4bKnZmbTfHH.ugyQ9b3g+jgHw~~663830
To: <sip:42076@CUSP.ptcl.ucce;transport=tcp>;tag=30018~0a703ec4-b73e-4e47-807b-d71197961be3-55746633
From: 0992343585 <sip:0992343585@10.192.10.195:5060>;tag=ds5fc1d0d6
Call-ID: 1EA98A09838B11E1911F0022BDDB62BA-133420339479240310@10.192.10.195
CSeq: 1 INVITE
Content-Length: 0
Date: Thu, 12 Apr 2012 04:04:40 GMT
Allow-Events: presence

Everyone's tags (1)
15 REPLIES

Call Dropping while transfering to Agent

Can you give more detail on what you mean by happening to some calls?  For example, can you make 1 call which goes to an agent and then another call will fail when going to the same agent?  Or are calls failing to some agents and not to others?

david

Call Dropping while transfering to Agent

Call is failing to all agents but randomly. I tried to make many calls and all goes to different agents but suddenly one of my call get dropped when i select option to talk to an agent. In ICM script i saw there are some calls which aborted at Queue To Skillgroup node. But as per my knowledge this happens when you don't have Device Target confgured while in my case i am using ATR and have complete range it Extensions.

Green

Call Dropping while transfering to Agent

So are you saying that in a number of calls going to extensions 42164 and 42076 they work successfully, and trace in CUSP shows the INVITE to the subscriber handled correctly, but then a call to one of those extensions is cancelled?

Do you have your subscribers in a CUSP Server Group, and the SIP OPTION PINGs are returning correctly showing that the Server Group is completely alive? Is it working on one Sub and not the other?

You would need to check the CUCM logs to see why the SIP User Agent on CUCM is sending a CANCEL.

Regards,

Geoff

Call Dropping while transfering to Agent

let me check the call manager side. i have two more concerns about CUSP.

1. I have created two Dial-Peers for both of my CUSP servers in VG so incase one CUSP gets down call should hit the backup dial-peer which contains the IP address of 2nd CUSP but in my case call gets drop if i stop CUSP A which is pointed by 1st Dial-Peer.

2. I have 4 CVPs 2 with "q-value 1.0" and weight 10 and 2 with "q-valu 0.9" with weight 10 so last two are working as backup CVPs. when i stop the CVPs with q-value 1.0 call goes to backup CVPs perfectly as they have less q-value but when i start main CVPs in order to get every thing back to normal call doesn't land on CVPs having "Q-Value 10" and keep landing on last two CVPs. How can i manage this as the requirement is when the main CVPs come back calls should stop landing on backup CVPs and sart landing on main CVPs.

Call Dropping while transfering to Agent

Is the agent actually ringing? The call should only be cancelled on the event it get's presented to the user but CVP timer for ring out expired before the user actually answered the call and therefore CVP retrived it.

Green

Re: Call Dropping while transfering to Agent

Good point Robert Thomas.

Now when I look again at the CANCEL, it must be CVP sending that

CANCEL

sip:42164@cucm-cluster.ptcl.ucce  << must be the Server Group for your Subs in CUSP

Via: 10.192.10.228 << must be the Proxy

To: <42164> <<  cusp.ptcl.ucce must = cluster name in CVP for SRV or Server Group

From: 00515157272 <00515157272>   <<< 10.192.10.196 must be the CVP IP address

Regards,

Geoff

Call Dropping while transfering to Agent

Robert call is not ringing at Phone but agent get reserve while doesn't land on phone at all. One thing we are using phone auto answer option in Phone Line configuration from CUCM. Might this be some issue.

@ Geoff: yes your are right

sip:42164@cucm-cluster.ptcl.ucce  >>>> Subs group in CUSP

Via: 10.192.10.228 << CUS Proxy

To: <42164> <<  cusp.ptcl.ucce must >>> cluster name in CVP for Server Group

From: 00515157272 <00515157272>   >>>> 10.192.10.196 is CVP IP address

Call Dropping while transfering to Agent

Robert I haven't configure RNA in CVP. Also the ext number in logs provided is not configured for "auto answer" option in CUCM Phone Line configuratrion.

New Member

Call Dropping while transfering to Agent

Hi Sheeraz,

                    Check CUSP settings.

Thanks,

MAR

Green

Call Dropping while transfering to Agent

Muhammad Raza wrote:

Hi Sheeraz,

                    Check CUSP settings.

Meaning what exactly? You have to be more explicit - there are lots of settings in CUSP.

Why do you suspect an error in CUSP?

Why would CUSP send a SIP CANCEL?

Regards,

Geoff

New Member

Call Dropping while transfering to Agent

Hi,

Are the phones where call is failing and where the calls are success have the same config (CSS, Partition, etc.)

Call Dropping while transfering to Agent

I have opened the case with TAC and after troubleshooting we came to know basically call is not dropping at CUSP but the phone where call suppose to land is unregistering frequently and this is happening with lots of Phones Basically we were using CIPC ver 7.0.3.

Now TAC has recommneded us to use CIPC 8.6.1.13 as this unregisteration of phones seems to be compatibility issue. CUCM version is 8.5.1

Green

Call Dropping while transfering to Agent

Interesting. Thanks for coming back and updating the thread.

Regards,

Geoff

Call Dropping while transfering to Agent

Out of curiosity how many CUCM's in the cluster?  How many CUCM's are you load balancing to from the CUSP to CUCM.... a problem I ran into once...

The sip trunk your sending it to, must be in the Call Manager group associated to the device pool.  IE if you have a large CUCM cluster (6-8) and are trying to load balance to 3 you need to line up your config well.. if your trying to load balance to 4 cucm's this configurations could NEVER WORK.

I am not saying this is whats happening, I'm just saying it sounds similar.

Chad

Call Dropping while transfering to Agent

Hi Chad,

Bsically as i have two seperate sites so i am using 2 CUCM for each Site and incacse of either Site gets down rest two will start handling. About SIP trunk i have just created the two Seperate SIP trunks for each CUSP as they are working independent.

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