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Community Member

Call Tracking

I was curious if this is possible. My clients configuration is that all inobound calls get the AA that lets them either dial directly by extension or pick an option to go to a specific group. What is happening is the CallLog feature in CallConnector is logging all inbound calls as x600 which is the AA and not the caller ID of the inbound call. So when a user looks at their history they see a bunch of inbound calls from x600 which doesn't help when they need to see the history.

Does anyone know of a way to keep the caller ID from the inbound call throughout the call history in CallConnector so we can do proper searching?

Thanks,

Jorge

1 ACCEPTED SOLUTION

Accepted Solutions
Community Member

Re: Call Tracking

You need to configure CUE to do blind transfers using the SIP BYE/ALSO method in order to preserve the original CLID. Log into CUE and do this:

ccn subsystem sip

transfer-mode blind bye-also

Let me know if that works.


Marcos

17 REPLIES
Community Member

Re: Call Tracking

You need to configure CUE to do blind transfers using the SIP BYE/ALSO method in order to preserve the original CLID. Log into CUE and do this:

ccn subsystem sip

transfer-mode blind bye-also

Let me know if that works.


Marcos

Community Member

Re: Call Tracking

So far it looks like it didn't take. I ran the command and rebooted the CUE and checked with a user. She stated all inbound calls still show up as 600 which is the AA...of course it could be the user not reading things properly. I have an engineer going on site tomorrow and I'll have him check things out.

Community Member

Re: Call Tracking

Make sure you save the configuration in CUE. You should not need to reboot the system...

Marcos

Community Member

Re: Call Tracking

Yeah, I ran a 'write mem' and then checked some logs, it didn't look like it worked so I ended up rebooting the CUE just to be safe.

Community Member

Re: Call Tracking

Marcos,

OK my engineer confirmed that calls being transferred through our AA are still coming accross as 600 and not the caller-ID. They are using a T1 split into a PRI, not sure if that changes the config settings.

Any other thoughts? Maybe a debug log I can look at?

Thanks,

Jorge

Community Member

Re: Call Tracking

That setting should have done the trick. Please provide a "debug ccsip message" showing the outcall from CUE's AA.

Thanks,


Marcos

Community Member

Re: Call Tracking

I ran the debug ccsip message command but can't get the output, is there an additional command to display the output from this debug session?

Thanks,

Jorge

Community Member

Re: Call Tracking

Issue the command "term mon" to monitor the output on the terminal (ie your telnet session)

Re: Call Tracking

If you are using telnet or ssh, you need to type...

term mon

If you are on the console port, try...

logging console

Community Member

Re: Call Tracking

Yeah sorry...had a newb moment

Anyway, I ran the debug and copied the text, it is attached.

As a side note I enabled the setting on our office system and it works perfectly. So this is isolated to something with my clients system.

Community Member

Re: Call Tracking

Jorge,


Can you try semi-attended transfer mode in CUE? Just a test. Let me know,


Marcos

Community Member

Re: Call Tracking

Sure, but I am not sure exactly how to do that, can you provide some guidance?

Thanks,

Jorge

Community Member

Re: Call Tracking

No problem. Under ccn subsystem sip, change the transfer-mode to semi-attended.

Thanks,


Marcos

Community Member

Re: Call Tracking

OK, I changed the mode and ran the debug log again. it is attached. I did check on a CallConnector log and it did show the inbound call to the users extension coming from 600 not the caller ID number.


Thanks,

Jorge

Community Member

Re: Call Tracking

Jorge,

This is weird. I think you will need to open a TAC case. Changing to blind transfer in CUE should have done the trick.


Sorry for the inconvenience. Let us know what they find.


Marcos

Community Member

Re: Call Tracking

Hi Jorge,


For the benefit of the community, let us know what you find from TAC.


Thanks,


Marcos

Community Member

Re: Call Tracking

Of course :)

It may be a little while though. This is the same system that had the 64 user license crash and as a result there are a lot of quirks. Right now our priority is the SMTP problem I posted in another thread. I am working with TAC and their recommendation is to backup, reinstall and restore CUE. Kind of scares me but I think it is the best option to restore any configruation settings that may have been lost. I am trying to coordinate a time to do this after hours. Once that is done I'll open a new TAC case and get the call tracking figured out. I'll keep everyone posted.

Thanks,

Jorge

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