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Operator Call Handler Disabled

We are running CCM 3.02d and Unity 2.4.0.120. The Operator Call Handler seems to be corrupted. I tried to set it up so that it would transfer to our receptionist. However, under call the transfer page "disabled" is selected for standard operating hours. There seems to be nothing I can change to enable it. I configured everything to send to the receptionist, including changing the schedule under the Operator Call Handler profile to be the alternate schedule (24x7) which I was able to enable. Still when I pressed 0 all I heard was dead air. I looked in the event viewer and found the following error;<br><br>Component Miu: Thread 0x00000C90 had a Failure on Port 2 in Method CAvMiuLine::Transfer(eMIU_XFER_RELEASE)<br><br>DESCRIPTION: Timed-out waiting for LINECALLSTATE_IDLE after lineBlindTransfer.<br>DETAILS: <br> HCALL: 0x0001056D<br> CallState: LINECALLSTATE_CONNECTED<br> Monitor HCALL: 0x000106D3<br> Monitor CallState: LINECALLSTATE_CONNECTED<br> DestAddress: 57000.<br>CALLINFO: <br> CallerID: 57029<br> CalledID: 1002<br> RedirectingID: 1002<br> Origin: Internal<br> Reason: FwdNoAnswer<br> Trunk: 0.<br>CALL SEQUENCE:<br>[12:21:41:754 - 0x0000039C] LINE_APPNEWCALL(0x000106D3)<br>[12:21:41:754 - 0x0000039C] GetNewCall() - 0x0001056D<br>[12:21:41:754 - 0x0000039C] SetEvent(NewCall)<br>[12:21:41:754 - 0x0000039C] LINECALLSTATE_OFFERING(0x000106D3)<br>[12:21:41:972 - 0x00000C90] Answer() entered<br>[12:21:41:972 - 0x00000C90] lineAnswer(0x0001056D) - 0x000105F4<br>[12:21:41:972 - 0x00000C90] LINECALLSTATE_OFFERING(0x0001056D)<br>[12:21:41:972 - 0x00000C90] LINE_REPLY(0x000105F4 | 0x00000000)<br>[12:21:42:160 - 0x0000039C] LINECALLSTATE_CONNECTED(0x000106D3 | Active)<br>[12:21:42:160 - 0x00000C90] LINECALLSTATE_CONNECTED(0x0001056D | Active)<br>[12:21:42:160 - 0x00000C90] WaitFor(0x000105F4 | CONNECTED) - CONNECTED<br>[12:21:42:160 - 0x00000C90] Answer() - S_MIU_CONNECTED<br>[12:21:42:379 - 0x00000C90] Play() entered<br>[12:21:42:379 - 0x00000C90] ResetEvent(IOComplete)<br>[12:21:42:379 - 0x00000C90] ResetEvent(IOActive)<br>[12:21:42:379 - 0x00000C90] WavOpen(C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU002.wav) - 0x06ED0544<br>[12:21:42:379 - 0x00000C90] WavGetLength(0x06ED0544) - 3620<br>[12:21:42:379 - 0x00000C90] WavClose(0x06ED0544) - 0x00000000<br>[12:21:42:379 - 0x00000C90] WavOpen(C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU002.wav) - 0x06ED0544<br>[12:21:42:379 - 0x00000C90] WavSetChunks(0x06ED0544) - 0x00000000<br>[12:21:42:379 - 0x00000C90] WavSetPosition(0x06ED0544 | 0) - 0<br>[12:21:42:379 - 0x00000C90] WavSetVolume(0x06ED0544 | 50) - 0x00000000<br>[12:21:42:379 - 0x00000C90] WavSetSpeed(0x06ED0544 | 100) - 0x00000000<br>[12:21:42:379 - 0x00000C90] SetEvent(IOActive)<br>[12:21:46:004 - 0x00000C90] ResetEvent(IOActive)<br>[12:21:46:004 - 0x00000C90] WavPlay(0x06ED0544) - 0x00000000<br>[12:21:46:004 - 0x00000C90] WavGetLength(0x06ED0544) - 3620<br>[12:21:46:004 - 0x00000C90] WavClose(0x06ED0544) - 0x00000000<br>[12:21:46:004 - 0x00000C90] Play(Item 1 of 1 | WaveFile C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU002.wav) - 0 to 3620<br>[12:21:46:004 - 0x00000C90] SetEvent(IOComplete)<br>[12:21:46:004 - 0x00000C90] Play(1 Item | PlayLength 3620) - S_OK<br>[12:21:46:004 - 0x00000C90] GatherDigits(GATHER) entered<br>[12:21:51:004 - 0x00000C90] WaitFor(Digit) - Timeout<br>[12:21:51:004 - 0x00000C90] GatherDigits(GATHER - <NONE>) - S_MIU_TERM_TIMEOUT<br>[12:21:51:004 - 0x00000C90] Play() entered<br>[12:21:51:004 - 0x00000C90] ResetEvent(IOComplete)<br>[12:21:51:004 - 0x00000C90] ResetEvent(IOActive)<br>[12:21:51:004 - 0x00000C90] WavOpen(C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU002.wav) - 0x06ED0544<br>[12:21:51:004 - 0x00000C90] WavGetLength(0x06ED0544) - 3620<br>[12:21:51:004 - 0x00000C90] WavClose(0x06ED0544) - 0x00000000<br>[12:21:51:004 - 0x00000C90] WavOpen(C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU002.wav) - 0x06ED0544<br>[12:21:51:004 - 0x00000C90] WavSetChunks(0x06ED0544) - 0x00000000<br>[12:21:51:004 - 0x00000C90] WavSetPosition(0x06ED0544 | 0) - 0<br>[12:21:51:004 - 0x00000C90] WavSetVolume(0x06ED0544 | 50) - 0x00000000<br>[12:21:51:004 - 0x00000C90] WavSetSpeed(0x06ED0544 | 100) - 0x00000000<br>[12:21:51:004 - 0x00000C90] SetEvent(IOActive)<br>[12:21:54:644 - 0x00000C90] ResetEvent(IOActive)<br>[12:21:54:644 - 0x00000C90] WavPlay(0x06ED0544) - 0x00000000<br>[12:21:54:644 - 0x00000C90] WavGetLength(0x06ED0544) - 3620<br>[12:21:54:644 - 0x00000C90] WavClose(0x06ED0544) - 0x00000000<br>[12:21:54:644 - 0x00000C90] Play(Item 1 of 1 | WaveFile C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU002.wav) - 0 to 3620<br>[12:21:54:644 - 0x00000C90] SetEvent(IOComplete)<br>[12:21:54:644 - 0x00000C90] Play(1 Item | PlayLength 3620) - S_OK<br>[12:21:54:644 - 0x00000C90] GatherDigits(GATHER) entered<br>[12:21:59:644 - 0x00000C90] WaitFor(Digit) - Timeout<br>[12:21:59:644 - 0x00000C90] GatherDigits(GATHER - <NONE>) - S_MIU_TERM_TIMEOUT<br>[12:21:59:644 - 0x00000C90] GatherDigits(FLUSH) entered<br>[12:21:59:644 - 0x00000C90] GatherDigits(FLUSH - <NONE>) - S_OK<br>[12:21:59:644 - 0x00000C90] Play() entered<br>[12:21:59:644 - 0x00000C90] ResetEvent(IOComplete)<br>[12:21:59:644 - 0x00000C90] ResetEvent(IOActive)<br>[12:21:59:644 - 0x00000C90] WavOpen(C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU003.wav) - 0x014B09B4<br>[12:21:59:644 - 0x00000C90] WavGetLength(0x014B09B4) - 2220<br>[12:21:59:644 - 0x00000C90] WavClose(0x014B09B4) - 0x00000000<br>[12:21:59:644 - 0x00000C90] WavOpen(C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU003.wav) - 0x014B09B4<br>[12:21:59:644 - 0x00000C90] WavSetChunks(0x014B09B4) - 0x00000000<br>[12:21:59:644 - 0x00000C90] WavSetPosition(0x014B09B4 | 0) - 0<br>[12:21:59:644 - 0x00000C90] WavSetVolume(0x014B09B4 | 50) - 0x00000000<br>[12:21:59:644 - 0x00000C90] WavSetSpeed(0x014B09B4 | 100) - 0x00000000<br>[12:21:59:644 - 0x00000C90] SetEvent(IOActive)<br>[12:22:01:879 - 0x00000C90] ResetEvent(IOActive)<br>[12:22:01:879 - 0x00000C90] WavPlay(0x014B09B4) - 0x00000000<br>[12:22:01:879 - 0x00000C90] WavGetLength(0x014B09B4) - 2220<br>[12:22:01:879 - 0x00000C90] WavClose(0x014B09B4) - 0x00000000<br>[12:22:01:879 - 0x00000C90] Play(Item 1 of 1 | WaveFile C:\CommServer\localize\Prompts\ENU\AvSubSignIn\AvSubSignInENU003.wav) - 0 to 2220<br>[12:22:01:879 - 0x00000C90] SetEvent(IOComplete)<br>[12:22:01:879 - 0x00000C90] Play(1 Item | PlayLength 2220) - S_OK<br>[12:22:01:941 - 0x00000C90] Answer() entered<br>[12:22:01:941 - 0x00000C90] Answer() - S_MIU_CONNECTED<br>[12:22:02:051 - 0x00000C90] Play() entered<br>[12:22:02:051 - 0x00000C90] ResetEvent(IOComplete)<br>[12:22:02:051 - 0x00000C90] ResetEvent(IOActive)<br>[12:22:02:051 - 0x00000C90] WavOpen(0x02A891C8) - 0x014B09B4<br>[12:22:02:051 - 0x00000C90] WavGetLength(0x014B09B4) - 13900<br>[12:22:02:051 - 0x00000C90] WavClose(0x014B09B4) - 0x00000000<br>[12:22:02:066 - 0x00000C90] WavOpen(0x02A891C8) - 0x014B09B4<br>[12:22:02:066 - 0x00000C90] WavSetChunks(0x014B09B4) - 0x00000000<br>[12:22:02:066 - 0x00000C90] WavSetPosition(0x014B09B4 | 0) - 0<br>[12:22:02:066 - 0x00000C90] WavSetVolume(0x014B09B4 | 50) - 0x00000000<br>[12:22:02:066 - 0x00000C90] WavSetSpeed(0x014B09B4 | 100) - 0x00000000<br>[12:22:02:066 - 0x00000C90] SetEvent(IOActive)<br>[12:22:16:066 - 0x00000C90] ResetEvent(IOActive)<br>[12:22:16:066 - 0x00000C90] WavPlay(0x014B09B4) - 0x00000000<br>[12:22:16:066 - 0x00000C90] WavGetLength(0x014B09B4) - 13900<br>[12:22:16:066 - 0x00000C90] WavClose(0x014B09B4) - 0x00000000<br>[12:22:16:066 - 0x00000C90] Play(Item 1 of 1 | IStream 0x02A891C8) - 0 to 13900<br>[12:22:16:066 - 0x00000C90] SetEvent(IOComplete)<br>[12:22:16:066 - 0x00000C90] Play(1 Item | PlayLength 13900) - S_OK<br>[12:22:16:066 - 0x00000C90] GatherDigits(GATHER) entered<br>[12:22:17:566 - 0x00000C90] WaitFor(Digit) - Timeout<br>[12:22:17:566 - 0x00000C90] GatherDigits(GATHER - <NONE>) - S_MIU_TERM_TIMEOUT<br>[12:22:17:613 - 0x00000C90] Answer() entered<br>[12:22:17:613 - 0x00000C90] Answer() - S_MIU_CONNECTED<br>[12:22:17:691 - 0x00000C90] Play() entered<br>[12:22:17:691 - 0x00000C90] ResetEvent(IOComplete)<br>[12:22:17:691 - 0x00000C90] ResetEvent(IOActive)<br>[12:22:17:691 - 0x00000C90] WavOpen(C:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0x06ED0544<br>[12:22:17:691 - 0x00000C90] WavGetLength(0x06ED0544) - 2184<br>[12:22:17:691 - 0x00000C90] WavClose(0x06ED0544) - 0x00000000<br>[12:22:17:691 - 0x00000C90] WavOpen(C:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0x06ED0544<br>[12:22:17:691 - 0x00000C90] WavSetChunks(0x06ED0544) - 0x00000000<br>[12:22:17:691 - 0x00000C90] WavSetPosition(0x06ED0544 | 0) - 0<br>[12:22:17:691 - 0x00000C90] WavSetVolume(0x06ED0544 | 50) - 0x00000000<br>[12:22:17:691 - 0x00000C90] WavSetSpeed(0x06ED0544 | 100) - 0x00000000<br>[12:22:17:691 - 0x00000C90] SetEvent(IOActive)<br>[12:22:19:894 - 0x00000C90] ResetEvent(IOActive)<br>[12:22:19:894 - 0x00000C90] WavPlay(0x06ED0544) - 0x00000000<br>[12:22:19:894 - 0x00000C90] WavGetLength(0x06ED0544) - 2184<br>[12:22:19:894 - 0x00000C90] WavClose(0x06ED0544) - 0x00000000<br>[12:22:19:894 - 0x00000C90] Play(Item 1 of 1 | WaveFile C:\CommServer\localize\Prompts\ENU\AvPHGreet\AvPHGreetENU005.wav) - 0 to 2184<br>[12:22:19:894 - 0x00000C90] SetEvent(IOComplete)<br>[12:22:19:894 - 0x00000C90] Play(1 Item | PlayLength 2184) - S_OK<br>[12:22:19:894 - 0x00000C90] Transfer(RELEASE to 57000) entered<br>[12:22:19:894 - 0x00000C90] lineBlindTransfer(0x0001056D | 57000) - 0x00010638<br>[12:22:19:894 - 0x00000C90] LINE_REPLY(0x00010638 | 0x00000000)<br>[12:22:49:894 - 0x00000C90] WaitFor(0x00010638 | IDLE) - Timeout. <br><br>What do I need to do?<br><br>Thanks,<br><br>Vince C.<br><br>

2 REPLIES
Anonymous
N/A

Re: Operator Call Handler Disabled

You have two seperate issues here...

The "disabled" standard transfer rule is a known issue that's been fixed in a later version of 2.4.5... I had though this fix got into 2.4.5 build 73 (which is shipping from production) but the SA guys just looked it up for me and it didn't get in until build 74...

The problem is that the standard greeting or the standard contact rule (transfer) was getting disabled which should never happen... the standard rules should always be enabled and active since they're our "backstop" rules. this is why they're gray on the SA, we don't want folks accidentally disabling them. Yes, there is some amount of irony there...

You can clear this by accessing DPT, however only techs will be able to make changes for you... you can fire up DTP in read only mode for 2.4.5 by just not giving it a password and check this if you want.

The other problem with not hearing anything doesn't appear to be anything on our side. The trace information you have here shows us making a call, thinking it connects and playing prompts and the like. If you're not hearing them something up stream from us is funky... If you're doing release trasnfers, that's probably an issue... there are known problems with CM doing release transfers that are supposed to be fixed in 3.07 (under test now).




Jeff Lindborg
Unity Product Architect
Active Voice
jlindborg@activevoice.com
http://members.home.net/jlindborg

Anonymous
N/A

Re: Operator Call Handler Disabled

The trace information said that it tried to release transfer to 57000. I assume 57000 is a Ciso IP phone. Is 57000 a shared line? Is 57000 in the Call search space of the Unity uOne port? Was 57000 busy at the time you tried to transfer?

Aaron Belcher
Software Engineer
Active Voice
abelcher@activevoice.com

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