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call not accept when click answer in attendant console

I installed CUEAC and can sync with callmanager. When call to DDI, call status show in queue in attendant console but cannot click answer the call. When I try right click on that call, answer show in black but when I click on it, nothing happen and call still ringing.

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21 REPLIES
Silver

call not accept when click answer in attendant console

I have seen this issue before.  What has been done so far to troubleshoot?  When the operator logs into the client is he or she getting any errors such as "phone out of service"?  I would begin with rebooting the client machine and going from there.

Thanks,
Tony

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Thanks,
Tony

call not accept when click answer in attendant console

I also have this problem, it shows the user and logged in with the extension number, i can also see the directory fine. The calls ring on the client be we are unable to answer them

Silver

call not accept when click answer in attendant console

I would begin by restarting my CTI manager services within CM.  Are you getting any out of service error messages?

Thanks,
Tony

Please rate helpful posts!

Please rate helpful posts
Thanks,
Tony

call not accept when click answer in attendant console

Hi Tony,

Ive restarted both the CTI and AXL services on the cluster, what i do now have is the CTI Route Point showing as unregistered and yes i'm getting the extension out of service message.

Thanks,

Richard

Silver

call not accept when click answer in attendant console

Hi Richard,

     Your CTI RP's should re-register once the service is back up.  There isnt a need to restart the AXL's services either.  When your "user" logs back into the console does the message still appear?  What model phone is being used?

Thanks,
Tony

Please rate helpful posts!

Please rate helpful posts
Thanks,
Tony

call not accept when click answer in attendant console

I've just reboooted the CUEAC server and it remains unregistered. We are using a 7975 and it still displays the extension is out of service, you will not be able to make or recieve calls when we log back in

Thanks,

Richard

Silver

Re: call not accept when click answer in attendant console

I would delete all of your service devices and queue devices (CTI port and CTI route points) along with thier DN's from CUCM.  Once that is completed, perform a CUCM Sync from the CUEA console. 

Thanks,
Tony

Please rate helpful posts!

Please rate helpful posts
Thanks,
Tony
New Member

call not accept when click answer in attendant console

Within the CUEAC web portal there should be a section to check if all services are up and running, can you post what the status of the CT Server is doing?

Are any of the CT devices showing as registered that have been created for this - if you statically assign a device such as a phone, using something like dialer can you see the device as available?

call not accept when click answer in attendant console

I can't see anything about the CT services, but under Engineering > Services i can see they are all runnning.

I have deleted the CTI RP and the re-sync has recreated it, its now showing registered

When the operator trys to login the get the following message: Failed to log into Server - CT Error

thanks for all your help and advise so far!

Silver

call not accept when click answer in attendant console

Correct, newer versions of the CUEAC application no longer have a CT service.  My next step Richard, would be to delete the phone and DN that you are using to log into the console and readd it.  Seems like there is a CTI communication issue with your phone and CM/Console.  Keep us posted.

Thanks,
Tony

Please rate helpful posts!

Please rate helpful posts
Thanks,
Tony
New Member

Hi,one of our customers had

Hi,

one of our customers had the same issue and we could solve it.

 

They had an outage with the cisco attandant server. After that all services were running. You can see on cisco attandant server the necessary CTI-Route Points & CTI-Ports. After we checked the callmanager we have figured out, that the CTI-Route Point was registered, but not the Cti-Ports.

 

It seems like that the cisco TSP on the cisco attandant server is having issues with the connection .

 

ToDo:

- Restart CTI-Service on all you callmanagers under servabilities

- Restart cisco attandant server; maybe the restart of the windows telephony service could do that quicker

 

Please rate if usefull!

New Member

call not accept when click answer in attendant console

Is the phone associated with the application user account on the CUCM?


If it is, remove and re-add and give it another go. If not, just add it and hopefully that should resolve that issue.

Silver

Re: call not accept when click answer in attendant console

The phone does not need to be associated to the application user in order for CUEAC to function correctly.  Only the service devices need to be associated, which is done by the CUCM sync within the Console Admin page.

Thanks,
Tony

Please rate helpful posts!

Please rate helpful posts
Thanks,
Tony

Re: call not accept when click answer in attendant console

Hi Tony,

thansk for clarifying the point on whether or not phones should be associated the the cueac application user, I will try deleting the phones this morning and re-adding them to the CUCM.

Thanks again,

Richard

Re: call not accept when click answer in attendant console

OK - So we have rebuilt the CUEAC server, the operator can now log in again however we now have we the original issue where the call rings on the PC and displays in the console but we are unable to answer the call, it just keeps ringing in the client.

Cisco Employee

Re: call not accept when click answer in attendant console

What version of CUEAC are you using?

If you can see the call but cannot answer it then this is going to be related to CSS/Partition configuration. There are two places you should check:

1. Ensure that the CSS uses on the CTI Ports and CTI Route Points has access to call the Partition that the Operators phone is configured to use.

2. Ensure the CSS used by your incomming gateway can call the Partition used by the CTI Ports and CTI Route Points as well as the Partition used by the Operators phone.

Jamie

Re: call not accept when click answer in attendant console

we are using 9.1.1.10 - i checked the CTI RP and that has a CSS that can reach internal numbers - i am dialling the number number from an internal phone and the oportator phone is also in the internal partiton.

I'll double check the CSS's tomorrow on CTI Ports and ensure they have full access.

New Member

call not accept when click answer in attendant console

I was just fighting this very issue.  I tried absolutlely everything (including a server rebuild).

In my case, CTI/CUCM traces revealed that when CUEAC was trying to xfer the call to the phone, it was pre-pending a 9 to the extension.  I have a 10-digit dial-plan (operator phone has a 10-digit DN) and had set the “Maximum internal device digit length” (User Config->General Properties) to 4 (default setting).  I also had an external access code of 9 set.  Hence my CUEAC xfer was being treated as an external call and getting a 9 added.  The xfer would of course then fail.

I changed the “Maximum internal device digit length” field to 10, saved and (palm to forehead) that fixed it for me.

-mj

call not accept when click answer in attendant console

Finally, i have this working.

Looks like the client has been changing settings, basically it didnt have any days selected on the schedule, as soon as i selected Monday to Friday the operator was able to answer calls.

Thanks you all for your help and advise!

New Member

Hi Richardi had same issue,

Hi Richard

i had same issue, but now it's ok as you said i selected Sunday to Saturday and correct time the operator was able to answer calls!!

Thanks you very much

Cisco Employee

Hi,

Hi,

I had the same issue like calls to the CUEAC client flickering as soon as the call enters to console and user not able to pick the call, later identified that Customer configured out of hours wrongly in CUAC version:  11.0.11 . Issue resolved after correcting the configuration.

Thanks all, this one helped me to resolve the issue.

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