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Call Transfers fail

Outbound call transfers are failing. We have a call handler set up to outdial to a cellphone after a keypress in certain users accounts. The transfer acts like it is going to take place, but either rings (and when the cellphone answers) and goes to a fast busy, or just gives dead air (and the cell phone never rings).<br><br>Customer is screaming, and we have exausted what we know to do. We have tried setting up fake DNs internally and setting those to forward to the cell phone, but can't make that work with a Unity forward either. Tac Case is C144396.<br><br>

19 REPLIES
Anonymous
N/A

Re: Call Transfers fail

Unity version? TSP version?

Steve Olivier
Software Engineer
Cisco Systems

Anonymous
N/A

Re: Call Transfers fail

I just read the case notes. Try TSP 3.0.3. I have some blind transfer fixes in there, check the release notes. It's on CCO.

Steve Olivier
Software Engineer
Cisco Systems

Re: Call Transfers fail

Okay...some progress. I did the Unity 3.0.3 upgrade last night and installed the 3.0.3 TSP. External transfers are now working correctly....except for the ones to long distance numbers.

I can't figure out why this is failing. The lady says "Please hold while I transfer your call" and then it comes back and says "Sorry, example administrator is busy or doesn't answer". This thing is set to release to switch. Where is that coming from???

I checked the dialing restrictions and I *think* I have them right. The outdial string is 821xxxxxxxxxx (82 specifies a specific outdial h.323 gateway. The CCM strips the 82 and sticks a 9 in there.)

What else can I check, and how do I get rid of that annoying "example administrator is busy or doesn't answer" message that shouldn't be appearing there?

Anonymous
N/A

Re: Call Transfers fail

That prompt will come up if the transfer attempt failed at the skinny layer. There's a bit more TSP intelligence with blind transfers in 3.0.3.. If this is happening, you'll see a TSP warning in the app event log telling you that a transfer failed to such and such extension and why.

Steve Olivier
Software Engineer
Cisco Systems

Re: Call Transfers fail

Okay, the error that appeared in the log is below. Interestingly, this shows where I was transfered INTO the Unity system, but I didn't get an error showing where I had hit 1 and was redirected out. HOW DO I FIX THIS????

Event Type: Error
Event Source: AvMiu_MC
Event Category: Error
Event ID: 525
Date: 12/7/2001
Time: 11:05:06 AM
User: N/A
Computer: UNITY-UM
Description:
Component Miu: Thread 0x00000F88 had a Failure on Port 1 in Method CAvMiuLine::Transfer(eMIU_XFER_RELEASE)

DESCRIPTION: HardFailure in Wait after lineBlindTransfer.
DETAILS:
HCALL: 0x00010232
CallState: LINECALLSTATE_CONNECTED
DestAddress: 8214357575662,
LINE_REPLY ErrorCode: 0x80000048.
CALLINFO:
CallerID: 2002
CalledID: 2552
RedirectingID: Unknown
Origin: Internal
Reason: Direct
Trunk: 0.
CALL SEQUENCE:
[11:04:12:833 - 0x00000F98] Drop() - S_OK
[11:04:49:125 - 0x00000E18] LINE_APPNEWCALL(0x00010232)
[11:04:49:125 - 0x00000E18] SetEvent(NewCall)
[11:04:49:175 - 0x00000F88] Answer() entered
[11:04:49:175 - 0x00000E18] LINE_REPLY(0x00010276 | 0x00000000)
[11:04:49:175 - 0x00000F88] lineAnswer(0x00010232) - 0x00010276
[11:04:49:335 - 0x00000E18] LINECALLSTATE_CONNECTED(0x00010232 | Active)
[11:04:49:335 - 0x00000F88] WaitFor(0x00010276 | CONNECTED) - CONNECTED
[11:04:49:335 - 0x00000F88] Answer() - S_MIU_CONNECTED
[11:04:49:475 - 0x00000F88] Play() entered
[11:04:49:485 - 0x00000F88] WavOpen(0x0407E1C0) - 0x07DE0104
[11:04:49:485 - 0x00000F88] WavGetLength(0x07DE0104) - 14010
[11:04:49:485 - 0x00000F88] WavClose(0x07DE0104) - 0x00000000
[11:04:49:485 - 0x00000F88] WavOpen(0x0407E1C0) - 0x07DE0104
[11:04:49:485 - 0x00000F88] WavSetChunks(0x07DE0104) - 0x00000000
[11:04:49:485 - 0x00000F88] WavSetPosition(0x07DE0104 | 0) - 0
[11:04:49:485 - 0x00000F88] WavSetVolume(0x07DE0104 | 50) - 0x00000000
[11:04:49:485 - 0x00000F88] WavSetSpeed(0x07DE0104 | 100) - 0x00000000
[11:04:49:485 - 0x00000F88] WavPlay(0x07DE0104) - 0x00000000
[11:04:51:478 - 0x00000E18] LINE_MONITORDIGITS(0x00010232 | <2>)
[11:04:51:478 - 0x00000E18] SetEvent(Digit)
[11:04:51:478 - 0x00000E18] StopIO(TERM_DIGIT) entered
[11:04:51:478 - 0x00000E18] SetEvent(StopRequested)
[11:04:51:478 - 0x00000E18] StopIO(TERM_DIGIT) - S_OK
[11:04:51:478 - 0x00000F88] WaitFor(StopEvents) - StopRequested
[11:04:51:478 - 0x00000F88] SetEvent(WavStopped)
[11:04:51:478 - 0x00000F88] WavStop(0x07DE0104) - 0x00000000
[11:04:51:478 - 0x00000F88] WavClose(0x07DE0104) - 0x00000000
[11:04:51:478 - 0x00000F88] Play(Item 1 of 1 | IStream 0x0407E1C0) - 0 to 1993
[11:04:51:478 - 0x00000F88] Play(1 Item | PlayLength 1993) - S_MIU_TERM_DIGIT
[11:04:51:478 - 0x00000F88] GatherDigits(GATHER) entered
[11:04:51:478 - 0x00000F88] WaitFor(Digit) - <2>
[11:04:51:478 - 0x00000F88] GatherDigits(GATHER - <2>) - S_OK
[11:04:51:478 - 0x00000F88] GatherDigits(GATHER) entered
[11:04:51:718 - 0x00000E18] LINE_MONITORDIGITS(0x00010232 | <6>)
[11:04:51:718 - 0x00000E18] SetEvent(Digit)
[11:04:51:718 - 0x00000F88] WaitFor(Digit) - <6>
[11:04:52:109 - 0x00000E18] LINE_MONITORDIGITS(0x00010232 | <5>)
[11:04:52:109 - 0x00000E18] SetEvent(Digit)
[11:04:52:109 - 0x00000F88] WaitFor(Digit) - <5>
[11:04:52:430 - 0x00000E18] LINE_MONITORDIGITS(0x00010232 | <2>)
[11:04:52:430 - 0x00000E18] SetEvent(Digit)
[11:04:52:430 - 0x00000F88] WaitFor(Digit) - <2>
[11:04:52:700 - 0x00000E18] LINE_MONITORDIGITS(0x00010232 | <#>)
[11:04:52:700 - 0x00000E18] SetEvent(Digit)
[11:04:52:700 - 0x00000F88] WaitFor(Digit) - <#>
[11:04:53:000 - 0x00000E18] LINE_MONITORDIGITS(0x00010232 | <2>)
[11:04:53:000 - 0x00000E18] SetEvent(Digit)
[11:04:53:000 - 0x00000F88] WaitFor(Digit) - <2>
[11:04:54:503 - 0x00000F88] WaitFor(Digit) - Timeout
[11:04:54:503 - 0x00000F88] GatherDigits(GATHER - <652#2>) - S_MIU_TERM_TIMEOUT
[11:04:54:553 - 0x00000F88] Answer() entered
[11:04:54:553 - 0x00000F88] Answer() - S_MIU_CONNECTED
[11:04:54:693 - 0x00000F88] Play() entered
[11:04:54:693 - 0x00000F88] WavOpen(0x083E7180) - 0x07DE0104
[11:04:54:703 - 0x00000F88] WavGetLength(0x07DE0104) - 14080
[11:04:54:703 - 0x00000F88] WavClose(0x07DE0104) - 0x00000000
[11:04:54:703 - 0x00000F88] WavOpen(d:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU037.wav) - 0x07DE0104
[11:04:54:703 - 0x00000F88] WavGetLength(0x07DE0104) - 5200
[11:04:54:703 - 0x00000F88] WavClose(0x07DE0104) - 0x00000000
[11:04:54:703 - 0x00000F88] WavOpen(0x083E7180) - 0x07DE0104
[11:04:54:703 - 0x00000F88] WavSetChunks(0x07DE0104) - 0x00000000
[11:04:54:703 - 0x00000F88] WavSetPosition(0x07DE0104 | 0) - 0
[11:04:54:703 - 0x00000F88] WavSetVolume(0x07DE0104 | 50) - 0x00000000
[11:04:54:703 - 0x00000F88] WavSetSpeed(0x07DE0104 | 100) - 0x00000000
[11:04:54:703 - 0x00000F88] WavPlay(0x07DE0104) - 0x00000000
[11:04:57:937 - 0x00000E18] LINE_MONITORDIGITS(0x00010232 | <1>)
[11:04:57:937 - 0x00000E18] SetEvent(Digit)
[11:04:57:937 - 0x00000E18] StopIO(TERM_DIGIT) entered
[11:04:57:937 - 0x00000E18] SetEvent(StopRequested)
[11:04:57:937 - 0x00000E18] StopIO(TERM_DIGIT) - S_OK
[11:04:57:937 - 0x00000F88] WaitFor(StopEvents) - StopRequested
[11:04:57:937 - 0x00000F88] SetEvent(WavStopped)
[11:04:57:937 - 0x00000F88] WavStop(0x07DE0104) - 0x00000000
[11:04:57:937 - 0x00000F88] WavClose(0x07DE0104) - 0x00000000
[11:04:57:937 - 0x00000F88] Play(Item 1 of 2 | IStream 0x083E7180) - 0 to 3234
[11:04:57:937 - 0x00000F88] Play(2 Items | PlayLength 3234) - S_MIU_TERM_DIGIT
[11:04:57:937 - 0x00000F88] GatherDigits(GATHER) entered
[11:04:57:937 - 0x00000F88] WaitFor(Digit) - <1>
[11:04:57:937 - 0x00000F88] GatherDigits(GATHER - <1>) - S_OK
[11:04:57:937 - 0x00000F88] GatherDigits(GATHER) entered
[11:04:59:450 - 0x00000F88] WaitFor(Digit) - Timeout
[11:04:59:450 - 0x00000F88] GatherDigits(GATHER - ) - S_MIU_TERM_TIMEOUT
[11:04:59:470 - 0x00000F88] Answer() entered
[11:04:59:470 - 0x00000F88] Answer() - S_MIU_CONNECTED
[11:04:59:480 - 0x00000F88] Play() entered
[11:04:59:480 - 0x00000F88] WavOpen(d:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0x07DE0104
[11:04:59:480 - 0x00000F88] WavGetLength(0x07DE0104) - 1920
[11:04:59:480 - 0x00000F88] WavClose(0x07DE0104) - 0x00000000
[11:04:59:480 - 0x00000F88] WavOpen(d:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0x07DE0104
[11:04:59:480 - 0x00000F88] WavSetChunks(0x07DE0104) - 0x00000000
[11:04:59:480 - 0x00000F88] WavSetPosition(0x07DE0104 | 0) - 0
[11:04:59:480 - 0x00000F88] WavSetVolume(0x07DE0104 | 50) - 0x00000000
[11:04:59:480 - 0x00000F88] WavSetSpeed(0x07DE0104 | 100) - 0x00000000
[11:04:59:480 - 0x00000F88] WavPlay(0x07DE0104) - 0x00000000
[11:05:01:392 - 0x00000C04] SetEvent(WavStopped)
[11:05:01:392 - 0x00000F88] WaitFor(StopEvents) - WavStopped
[11:05:01:392 - 0x00000F88] WavGetLength(0x07DE0104) - 1920
[11:05:01:392 - 0x00000F88] WavClose(0x07DE0104) - 0x00000000
[11:05:01:392 - 0x00000F88] Play(Item 1 of 1 | WaveFile d:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0 to 1920
[11:05:01:392 - 0x00000F88] Play(1 Item | PlayLength 1920) - S_OK
[11:05:01:392 - 0x00000F88] Transfer(RELEASE to 8214357575662,) entered
[11:05:01:392 - 0x00000F88] lineBlindTransfer(0x00010232 | 8214357575662,) - 0x00010243
[11:05:06:490 - 0x00000E18] LINE_REPLY(0x00010243 | 0x80000048)
[11:05:06:490 - 0x00000F88] WaitFor(0x00010243 | IDLE) - 0x80000048.


Anonymous
N/A

Re: Call Transfers fail

Now some one is transferring set up to 8214357575662. What is that? Try dialing that over the phone. It didn't work for me. Look for a TSP warning that corresponds with this MIU failure. It will say something like blind transfer to 8214357575662 failed: reorder tone detected.

Steve Olivier
Software Engineer
Cisco Systems

Re: Call Transfers fail

Again, 82 is an outside access code that forces to a specific gateway. 82 + 1 + npa/nxx/xxxx works just fine from the phone. But, when it happens from Unity, the caller gets dumped to a message that says "sorry, example administrator is busy or does not answer."

Oh, my transfers to 82+ 7 digit local number work in other call handlers.

Where to now?

Anonymous
N/A

Re: Call Transfers fail

Any time you see "reorder tone detected" in that TSP warning, it's because CallManager and/or the GW will not let this transfer happen. There's a slew of reasons why this could crop up. You could open up CCM traces, or probably easier, set up a phone to be in the same CSS as the Unity ports. Then call that phone from another phone. Transfer off to the exact same number that Unity is trying. Does it work?

Steve Olivier
Software Engineer
Cisco Systems

Anonymous
N/A

Re: Call Transfers fail

Try entering a comma in Unity's transfer string to delimit the access code from the number.

So if 82 is the access code, make Unity transfer to 82,12062563000. If that doesn't work, try 82,1,206,2563000. Also, check the following reg key

HKLM\Software\ActiveVoice\AvSkinny\InterDigit Send Delay

Out of curiosity, what's that set to?

If the route pattern for dialing 82 immediately sends the call to the gateway, the gateway might be missing the first few digits of the dial string (Unity dialed too fast as the call transitioned from CCM to the GW).

Steve Olivier
Software Engineer
Cisco Systems

Re: Call Transfers fail

That key is set to 12c (300). I'm trying inserting the commas now....

Re: Call Transfers fail

I feel like the lone ranger (dumb da da DUMB da da DUMB DUMB DUMB!).

After looking through this, I went back and looked at the route patterns in the CCM. I didn't have a route pattern for 82.1xxxxxxxxxx in there. I correct that and it works now.

Re: Call Transfers fail

Like this? If so, what do I do about it?

Event Type: Warning
Event Source: AvCiscoTsp_MC
Event Category: None
Event ID: 111
Date: 12/7/2001
Time: 11:21:40 AM
User: N/A
Computer: UNITY-UM
Description:
AvCiscoTsp device 5: Failed blind transfer to extension 8214357575662,. Reorder tone detected


Re: Call Transfers fail

Oh, and I did successfully get transferred into the guys voicemail box when that error was generated.

Anonymous
N/A

Re: Call Transfers fail

That's our protection from trying to transfer to places that are invalid or don't exist.

Steve Olivier
Software Engineer
Cisco Systems

Re: Call Transfers fail

Also seeing this error (I think this is where someone hit 1 to be transferred to a cell phone, but I can't interpret all this debug....

Event Type: Error
Event Source: AvMiu_MC
Event Category: Error
Event ID: 525
Date: 12/7/2001
Time: 11:00:08 AM
User: N/A
Computer: UNITY-UM
Description:
Component Miu: Thread 0x00000FB8 had a Failure on Port 3 in Method CAvMiuLine::Transfer(eMIU_XFER_RELEASE)

DESCRIPTION: HardFailure in Wait after lineBlindTransfer.
DETAILS:
HCALL: 0x00010310
CallState: LINECALLSTATE_CONNECTED
DestAddress: 825576106,
LINE_REPLY ErrorCode: 0x80000048.
CALLINFO:
CallerID: 9
CalledID: 2691
RedirectingID: 2691
Origin: Internal
Reason: FwdNoAnswer
Trunk: 0.
CALL SEQUENCE:
[10:01:55:959 - 0x00000F80] Drop() - S_OK
[10:59:46:620 - 0x00000688] LINE_APPNEWCALL(0x00010310)
[10:59:46:620 - 0x00000688] SetEvent(NewCall)
[10:59:46:660 - 0x00000FB8] Answer() entered
[10:59:46:660 - 0x00000688] LINE_REPLY(0x00010254 | 0x00000000)
[10:59:46:660 - 0x00000FB8] lineAnswer(0x00010310) - 0x00010254
[10:59:46:830 - 0x00000688] LINECALLSTATE_CONNECTED(0x00010310 | Active)
[10:59:46:830 - 0x00000FB8] WaitFor(0x00010254 | CONNECTED) - CONNECTED
[10:59:46:830 - 0x00000FB8] Answer() - S_MIU_CONNECTED
[10:59:46:970 - 0x00000FB8] Play() entered
[10:59:46:970 - 0x00000FB8] WavOpen(0x040D9EC8) - 0x023F2BD4
[10:59:46:970 - 0x00000FB8] WavGetLength(0x023F2BD4) - 21782
[10:59:46:970 - 0x00000FB8] WavClose(0x023F2BD4) - 0x00000000
[10:59:46:970 - 0x00000FB8] WavOpen(d:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU037.wav) - 0x023F2BD4
[10:59:46:970 - 0x00000FB8] WavGetLength(0x023F2BD4) - 5200
[10:59:46:970 - 0x00000FB8] WavClose(0x023F2BD4) - 0x00000000
[10:59:46:970 - 0x00000FB8] WavOpen(0x040D9EC8) - 0x023F2BD4
[10:59:46:970 - 0x00000FB8] WavSetChunks(0x023F2BD4) - 0x00000000
[10:59:46:970 - 0x00000FB8] WavSetPosition(0x023F2BD4 | 0) - 0
[10:59:46:970 - 0x00000FB8] WavSetVolume(0x023F2BD4 | 50) - 0x00000000
[10:59:46:970 - 0x00000FB8] WavSetSpeed(0x023F2BD4 | 100) - 0x00000000
[10:59:46:980 - 0x00000FB8] WavPlay(0x023F2BD4) - 0x00000000
[11:00:00:640 - 0x00000688] LINE_MONITORDIGITS(0x00010310 | <1>)
[11:00:00:640 - 0x00000688] SetEvent(Digit)
[11:00:00:640 - 0x00000688] StopIO(TERM_DIGIT) entered
[11:00:00:640 - 0x00000688] SetEvent(StopRequested)
[11:00:00:640 - 0x00000688] StopIO(TERM_DIGIT) - S_OK
[11:00:00:640 - 0x00000FB8] WaitFor(StopEvents) - StopRequested
[11:00:00:640 - 0x00000FB8] SetEvent(WavStopped)
[11:00:00:640 - 0x00000FB8] WavStop(0x023F2BD4) - 0x00000000
[11:00:00:640 - 0x00000FB8] WavClose(0x023F2BD4) - 0x00000000
[11:00:00:640 - 0x00000FB8] Play(Item 1 of 2 | IStream 0x040D9EC8) - 0 to 13670
[11:00:00:640 - 0x00000FB8] Play(2 Items | PlayLength 13670) - S_MIU_TERM_DIGIT
[11:00:00:640 - 0x00000FB8] GatherDigits(GATHER) entered
[11:00:00:640 - 0x00000FB8] WaitFor(Digit) - <1>
[11:00:00:640 - 0x00000FB8] GatherDigits(GATHER - <1>) - S_OK
[11:00:00:640 - 0x00000FB8] GatherDigits(GATHER) entered
[11:00:02:142 - 0x00000FB8] WaitFor(Digit) - Timeout
[11:00:02:142 - 0x00000FB8] GatherDigits(GATHER - ) - S_MIU_TERM_TIMEOUT
[11:00:02:172 - 0x00000FB8] Answer() entered
[11:00:02:172 - 0x00000FB8] Answer() - S_MIU_CONNECTED
[11:00:02:182 - 0x00000FB8] Play() entered
[11:00:02:182 - 0x00000FB8] WavOpen(d:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0x023F2BD4
[11:00:02:182 - 0x00000FB8] WavGetLength(0x023F2BD4) - 1920
[11:00:02:182 - 0x00000FB8] WavClose(0x023F2BD4) - 0x00000000
[11:00:02:182 - 0x00000FB8] WavOpen(d:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0x023F2BD4
[11:00:02:182 - 0x00000FB8] WavSetChunks(0x023F2BD4) - 0x00000000
[11:00:02:182 - 0x00000FB8] WavSetPosition(0x023F2BD4 | 0) - 0
[11:00:02:182 - 0x00000FB8] WavSetVolume(0x023F2BD4 | 50) - 0x00000000
[11:00:02:182 - 0x00000FB8] WavSetSpeed(0x023F2BD4 | 100) - 0x00000000
[11:00:02:182 - 0x00000FB8] WavPlay(0x023F2BD4) - 0x00000000
[11:00:04:095 - 0x00000B88] SetEvent(WavStopped)
[11:00:04:095 - 0x00000FB8] WaitFor(StopEvents) - WavStopped
[11:00:04:095 - 0x00000FB8] WavGetLength(0x023F2BD4) - 1920
[11:00:04:095 - 0x00000FB8] WavClose(0x023F2BD4) - 0x00000000
[11:00:04:095 - 0x00000FB8] Play(Item 1 of 1 | WaveFile d:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0 to 1920
[11:00:04:095 - 0x00000FB8] Play(1 Item | PlayLength 1920) - S_OK
[11:00:04:095 - 0x00000FB8] Transfer(RELEASE to 825576106,) entered
[11:00:04:095 - 0x00000FB8] lineBlindTransfer(0x00010310 | 825576106,) - 0x000102EE
[11:00:08:001 - 0x00000688] LINE_REPLY(0x000102EE | 0x80000048)
[11:00:08:001 - 0x00000FB8] WaitFor(0x000102EE | IDLE) - 0x80000048.


Anonymous
N/A

Re: Call Transfers fail

There's a subscriber or call handler that is set to transfer to 825576106. What is that? It's missing a digit. There's only nine digits there, that dial attempt can't be completed on the PSTN.

Steve Olivier
Software Engineer
Cisco Systems

Re: Call Transfers fail

Actually, it can. 82 is an outside access code that specifies a specific routing group. It is the equivalent of dialing 9, but forced to a specific gateway.

Anonymous
N/A

Re: Call Transfers fail

Got it. Is there a corresponding TSP warning with the MIU error for this transfer?

Steve Olivier
Software Engineer
Cisco Systems

Re: Call Transfers fail

Unity & TSP version 3.0.2

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