Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Community Member

Calls transferred to pstn no through icm fails if redirected to Voicemail

Hi,

We setup a call center with ICM 7.1.2 CVP 3.1 CCM 4.1.3.

The problem iam facing is like this.

Once the caller selectsOne of the menu options in ICM script the call will be transferred to an external pstn number,this is achieved by creating a dummy extension in CCM and forwarded all calls to pstn,once the caller selects the option call is transferred to dummy ccm extn inturn to pstn number, if some one recieves the call the call will go without any problem ,but no body picks up the phone the call is diverted to voicemail ,the moment call diverted to voicemail the call is getting disconnected.

What can be causing this problem?

4 REPLIES
Community Member

Re: Calls transferred to pstn no through icm fails if redirected

I found that the problem is not with Voicemail, the problem is RONA "time out ". Call is getting disconnected after 12-15 secs. I tried by changing the timeout

1.Agent desk settings

2.On CCM Forward no answer time in CCM

3.On CVP "SetRNATimeout"

No success, is there any setting on ICM registry ?

Community Member

Re: Calls transferred to pstn no through icm fails if redirected

I had a simialr issue when transfering to the PSTN. I found that a registry fix for it which is

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc\ICM\hipc\PG1A\CurrentVersion\JGWS\jgw1\JGWData\Dynamic\UseRedirectAddressSearchSpace

Community Member

Re: Calls transferred to pstn no through icm fails if redirected

Hi Michael,

The current value on this registry is "0" ,

can you please suggest what would be the optimal value we need to set.

Community Member

Re: Calls transferred to pstn no through icm fails if redirected

Hi,

This sounds like your CVP RNA timer. Try sending call to unity to answer then send to PSTN number.

Anthony

263
Views
0
Helpful
4
Replies
CreatePlease to create content