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Community Member

Hold/Retrieve Problem


We are currently expecting problems with putting calls on hold and retrieve them later on. The problem is, that the call cannot be retrieved, the un-hold button is greyed out. This is only temporary. We are running IPCC version 7, this happens with CAD and CTI OS. This is happening with both, so that I'm thinking it could be a CTI problem. Sometimes it is even not possible to set the caller on hold.

The phones are located in a branch office, that is connected via ASA and PIX firewalls to the central data centre. The CM Cluster version 4.0(latest release) is located with the IPCC 7 system in the central data centre.

As mentioned before this is not a permanent error. Anyone seen this before?

Many thanks and all the best.

Cisco Employee

Re: Hold/Retrieve Problem

Hi Hennrich,

this does indeed look like a third party control problem occuring on the CTI side, I would suggest to raise a TAC SR for similar complex scenarios.

You might put a sniffer in the data center and see if the phone requests are coming or sent via fragmented packets from the firewalled connection that is one of the most common issues when there is a FW in between.



Community Member

Re: Hold/Retrieve Problem


thanks for your answer.

The problem was on the H.323 Timer on a PIX, we could reproduce the problem after 5 minutes, which results in the default timer for 300 seconds, we did extend that to 2h and now we are fine.

The thing was simply happening after 5 Minutes.


Community Member

Hold/Retrieve Problem

Just having the same issue with the same scenario:

I had this line on the ASA

timeout sunrpc 0:10:00 h323 0:05:00 h225 1:00:00 mgcp 0:05:00 mgcp-pat 0:05:00

And this on the pix:

timeout h323 0:05:00 mgcp 0:05:00 sip 0:30:00 sip_media 0:02:00

That's the default time, 0:05:00 and after changing it to 2:00:00 the issue was solved!

Thanks c.hennrich

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