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New Member

Unity Call Handlers and other oddness

Hi,

I am running Unity 3.1(5) and CM 3.2(2)spG and I am having some wierdness with... Maybe you guys can see what I'm missing.

1) I need to route a call from Unity AA to a conference room phone (i.e. no VM or subscriber associated with extentsion). I created a Call Handler, entered the extension number on the first screen, then under Transfer, selected Yes, ring subscriber and entered the extension number. Opening Greeting still errors with unknown extension... I thought this used to work like this ? Do I need to restart Unity for this to take effect ?

2) Occasionally, all users will hear the Opening Greeting instead of Sign-In when pressing the messages button from their phones. This is completely random, but does happen to all users. I have been monitoring the system with Call Viewer and I never seem to run out of ports. One thing that is wierd is that my VM extension is 5000 and with CV I never see calls going to 5000. Any thoughts ?

Thanks,

--Jon

15 REPLIES
New Member

Re: Unity Call Handlers and other oddness

The first thing that comes to mind would be to check and upgrade to the latest TSP. See if that helps.

New Member

Re: Unity Call Handlers and other oddness

Yes. 6.0.2b

New Member

Re: Unity Call Handlers and other oddness

Are the CM and Unity servers on the same subnet? Are they connected to the same physical switch?

New Member

Re: Unity Call Handlers and other oddness

yes and yes.

Re: Unity Call Handlers and other oddness

Hi Jon -

For the Unity AA, we have a slightly different coding which is working. Using Unity 3.1(5) and CM 3.2(2c) and we also updated our Unity TSP to 7.0 (which has already been recommended). We have a CTI route point that has a DN of the AA call handler. This DN is coded in CM to forward all to voicemail, using a Unity voicemail profile. We do not have the extension coded on the first page of the call handler. Then on the Transfer settings, we have coded, Yes, transfer to subscriber extension xxxxx - no subscriber actually owns this extension. We do have Blank set for the source on the Greetings settings.

Best wishes, Ginger

New Member

Re: Unity Call Handlers and other oddness

Hi,

I can try the newer TSP.

Well, how does that help you ? If my phone extension is 8000, CM knows how to get there. I won't need a CTI RP to call it internally. If I did, and a Call Handler sent it back to CM, wouldn't that create a loop ?

My problem is that the user calls in and the gateway forwards the call directly to Unity. The user is listening to the Opening Greeting and dials 8000. Unity says that 8000 is not a valid extension and starts openning greeting again. I could create a subscriber... that would fix the problem, but it eats a license.

Using a Call Handler should fix the problem, but for some reason, I cannot address that CH via the extension I defined even from within Unity, which is why I do not believe it to be a TSP problem.

--Jon

Cisco Employee

Re: Unity Call Handlers and other oddness

I think you're right, this is not a CM issue.

Couple of common issues here first - do you have ANY keys on the opening greeting that are marked 'locked'? In particular the 8 key. If it is Unity is acting on it immediately and then acting on the 0000 - which throws the error and takes you back to the opening greeting. I see this from time to time.

You can use the Port Status Monitor to see what's going on - snag the fab new updated version off CiscoUnityTools.com here:

http://www.ciscounitytools.com/App_PortStatusMonitor.htm

this will show you more clearly exactly where the call is going when you do this test since you can't "hear" the call bouncing around between handlers. This should absolutely work with a call handler (a subscriber, in fact, does it's call routing with a call handler that's just hidden - these are the same objects here).

Take a look at that and tell me what you see - we can roll from there.

New Member

Re: Unity Call Handlers and other oddness

Sorry for the delay. Here is the trace... I can email as well.

The "8" is not locked. Simply set for Ignore Key. "0" was locked... system default I believe. I unlocked and had the same result.

I have been able to reproduce this behavior on 2 separate Unity 3.1(5) systems.

"1","2003/03/13","09:50:30","Conv","Idle"

"1","2003/03/13","09:50:30","Disp","Idle"

"1","2003/03/13","09:50:30","Appl","Idle"

"1","2003/03/13","09:50:33","Appl","AttemptSignIn"

"1","2003/03/13","09:50:33","Appl","SubSignIn"

"1","2003/03/13","09:50:33","Disp","Subscriber Sign-In"

"1","2003/03/13","09:50:33","Conv","State - SubSignIn Answer Phone State"

"1","2003/03/13","09:50:33","Conv","Event is [TrueEvent]"

"1","2003/03/13","09:50:33","Conv","State - SubSignIn Validate ID State"

"1","2003/03/13","09:50:33","Conv","Event is [TrueEvent]"

"1","2003/03/13","09:50:33","Conv","State - EnhancedSecurity State"

"1","2003/03/13","09:50:33","Conv","Event is [NextEvent]"

"1","2003/03/13","09:50:33","Conv","State - SubSignIn Validate Password State"

"1","2003/03/13","09:50:34","Conv","Event is [TT#Event]"

"1","2003/03/13","09:50:34","Conv","State - SubSignIn Check if Attempt Sign-In State"

"1","2003/03/13","09:50:34","Conv","Event is [TrueEvent]"

"1","2003/03/13","09:50:34","Conv","State - SubSignIn Next Routing Rule State"

"1","2003/03/13","09:50:34","Conv","Event NULL"

"1","2003/03/13","09:50:34","Appl","PHTransfer"

"1","2003/03/13","09:50:34","Conv","State - PHTransfer LoadInfo"

"1","2003/03/13","09:50:34","Conv","Event is [TrueEvent]"

"1","2003/03/13","09:50:34","Appl","PHGreeting"

"1","2003/03/13","09:50:34","Conv","State - Play Greeting"

"1","2003/03/13","09:50:34","Conv","Call answered if needed"

"1","2003/03/13","09:50:34","Disp","Playing greeting for Call Handler: Opening Greeting"

"1","2003/03/13","09:50:37","Conv","DTMF [8]"

"1","2003/03/13","09:50:39","Conv","DTMF [000]"

"1","2003/03/13","09:50:42","Conv","Event NULL"

"1","2003/03/13","09:50:42","Appl","PHTransfer"

"1","2003/03/13","09:50:42","Conv","State - PHTransfer LoadInfo"

"1","2003/03/13","09:50:42","Conv","Event is [TrueEvent]"

"1","2003/03/13","09:50:42","Appl","PHGreeting"

"1","2003/03/13","09:50:42","Conv","State - Play Greeting"

"1","2003/03/13","09:50:42","Conv","Call answered if needed"

"1","2003/03/13","09:50:42","Disp","Playing greeting for Call Handler: Opening Greeting"

"1","2003/03/13","09:50:45","Conv","Event is [HangupEvent]"

"1","2003/03/13","09:50:45","Conv","State - HangUp"

"1","2003/03/13","09:50:45","Conv","Event is [HangupEvent]"

"1","2003/03/13","09:50:45","Appl","Idle"

"1","2003/03/13","09:50:45","Conv","Idle"

"1","2003/03/13","09:50:45","Disp","Idle"

Cisco Employee

Re: Unity Call Handlers and other oddness

Well, that sure looks loke it's doing a search for a DTMFAccessId of 8000 and not finding a match - we can turn on some more low level conversation traces and pick through them but first we should probably check to be sure the extension number we're looking for is properly inserted into the table we're searching against - honest, this really does work - there's a configuration issue of some sort at play here, we just need to figure out what it is.

If you can enter the following query into SQL Query Analyzer if you have it installed or into CUDLE if you don't (you can download the latest version from here: http://www.ciscounitytools.com/App_CUDLE.htm) and let me know what you see, that'd be the next place to look:

SELECT * FROM DTMFAccessID WHERE DTMFAccessID='8000'

That'll indicate if the ID is there where it should be and/or if there's a duplicate we may be dealing with or something along those lines.

If that shows one entry that has a ParentObjectIDType of 3 (call handler) then we can assume the back end stuff is all in order and we'll move on to setting some lower level conversation traces and picking through them.

New Member

Re: Unity Call Handlers and other oddness

Looks good... I used CUDLE... I don't know the sa password... that's something I take care of later ;-)

There is only 1 8000 in there.. that looks good.

Cisco Employee

Re: Unity Call Handlers and other oddness

well... so much for that theory. Next step is to turn on some low level traces, repro the problem and then send us the output. You can do this through the Unity Diagnostic Tool (found in both the tools depot and in the Unity program group). You'll want to turn on:

CDE - #0,1,2,10

PHGreeting - All of them.

Cycle the logs real quick so we get a fresh shot, repro then collect the logs and we'll have the conversation boys take a look.

New Member

Re: Unity Call Handlers and other oddness

Jeff,

Thanks for the logging info... I found an error stating that the CH did not associate with a valid mail server account.

Actually, a couple of problems.

1) I made the CH owner to be myself, but that does not update the message recipent. Made that to be me as well.

2) Alternate greeting was enabled. CH schedule was set to all hours, all days, but alternate overrides, right ?

It works correctly now.

--Jon

Cisco Employee

Re: Unity Call Handlers and other oddness

yes, that's correct - if enabled the alternate greeting will over ride all other greetings regardless of schedule.

BTW, running dbWalker should point out all the incorrect owner and recipient links in your system which can speed this process up a bit - if the message recipient link is bad the call hanlder will not load and you'll get sent to the failsafe greeting.

New Member

Re: Unity Call Handlers and other oddness

I just upgraded my unity from 3.1.3 to Unity 4.0 and now all my user's message button will play opening greeting instead of sign in greeting....I am working with Cisco TAC with priority 2 case on this issue..

New Member

Re: Unity Call Handlers and other oddness

Few things ...CTI route point was pointing to the wrong place...they placed pilot numbers and placed vm pilot number same as unity+CM pilot number ( I had DN fwd to VM pilot number) ...Once I clean up that, message button now direclty plays sign in greetings..

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