Call Handling Problem

Hi All,
Incoming calls in CSQ are getting dropped while they are put on hold. System we have Call Manager 8.0 and UCCX 8.0.2.
Can any one have idea what is causeing this problem?

You should get in touch with a staff member:
http://talk.sonymobile.com/t5/Welcome/Community-users/m-p/634967
All we have to decide is what to do with the time that is given to us - J.R.R. Tolkien

Similar Messages

Unity call handler problem

Hello,
If somebody can help me with Unity configuration, I will be appritiated.
I`ve got a number 555 with system call handler configured on Unity and all call gets forwarded to VM. When I am calling to 555 from my phone everything works fine. But when I try to forward all calls from another extention, let`s say from 444 to 555, I am hiting default Unity greetings for the number 555 instead of system one.
Any ideas much appritiated !
Maxim

Hi Maxim,
This is the expected behavior as Unity will see the Forwarded number
of 444 instead of 555 and doesn't know what to do with it.
So, let's say you want to route 444 to the 555 Call Handler.
You could create a Voicemail Profile in CUCM called "555 Transfer or whatever" which points to DN 555 (**Voicemail Box Mask = 555).
Apply this new profile to 444 (under DN config page VM-Profile in CUCM) and when calls route through 444 and forward to voicemail they will receive the 555 Call Handler Greeting etc.
You could also use the Forwarded Routing Rule set up in Unity to create a rule for this 444 to 555 forwarding.
Cheers!
Rob
"I don't know how, I don't know when
But you and I will meet again "
- Tom Petty

Unity 7.0(2) cannot transfer from Call Handler to Non Sub Extn

Hi,
Got Unity 7 with Exchange onbox. Need to setup a Call Handler that will forward calls to another extensionon the CUCM that has no VM. I created 2 call handlers:
CH1 DN:1234 (same as CUCM DN)
Transfer incoming calls to a phone=No,send directly to Greeting
Greeting=Send caller to Call Handler CH2
CH2
Transfer incoming call to a phone=Yes. Extn 5678.
Problem is I keep getting "Sorry Example Administrator is not available, please leave a message".
Any ideas?
Rich

The call flow needs to be:
CH1 either via a caller input or an after greeting action
Attempt transfer to: CH2
In CH2 under call transfer settings, yes, ring subscriber at this DN
Your restriction tables need to allow what you're trying to dial.
HTH
java
If this helps, please rate
www.cisco.com/go/pdihelpdesk

Shared DN not forwarding to Call Handler

I'm sure I'm probably over looking something simple but here is my problem.
I have a shared DN that forwards to Unity but instead of the Call Handler greeting I am geeting the Auto Attendant. The Call Handler is set to record a message and send it to a public distribution list.
Anyone out that have any devine insight to my problem?

This is a direct call on and off network to the shared DN.
The routing rule states:
On
Both
Any
Any
2947
Any
Always
Send to greeting for NGAL J6 HELPDESK VOICEMAIL
I do not have the extension listed in the Call Handler.

Multiple Holiday Schedules on one Call Handler

Hello, I search previously for a solution to this problem, but have been unsuccessful. I am running Cisco Unity Connection 8.5.1.
Current Setup:
Company has a system call handler named "Company AA" that serves as their autoattendant for answering incoming calls.
Company has a holiday schedule associated to "Company AA" which includes recognized holidays, and an personalized greeting recording stating they are closed for the holiday.
What needs done:
Company has scheduled staff meetings throughout the year. These need to be input into the system so that on these dates/times, a different personalized greeting recording plays stating that they are closed. This needs to be a different recording than the normal Holiday greeting (so I cant just add the dates to the already existing holiday greeting).
Is this possible with Cisco Unity Connection?
Thanks!
Derek

Hello Derek,
It is possible, however, you will need to create a different Call Handler and Schedule per Holiday, in this example I am going to use just 3 holidays (July 4th, January 1st and December 25th. The process is kind of complex, but here we go.
1st: Create the Call Handlers:
Create a CallHandler for the Company AA
Create a CallHandler for January 1st
Create a CallHandler for July 4th
Create a CallHandler for December 25th
2nd: Create the Holiday Schedules
Create a Holiday Schedule for the Company AA CallHandler and add all the holidays here (January 1st, July 4th, and December 25th).
Create a Holiday Schedule for the January 1st CallHandler and add just the July 4th, and December 25th holidays here
Create a Holiday Schedule for the July 4th CallHandler and add just the December 25th holiday here
Create a Holiday Schedule for the   December 25th CallHandler and do not add any holdays
3rd: Create the System Schedules
Create a System Schedule for the Company AA CallHandler and associate it to the Company AA Holiday Schedule (Define your working/after hours schedule here).
Create a System Schedule for the January 1st CallHandler and associate it to the January 1st Holiday Schedule (Make it 24/7)
Create a System Schedule for the July 4th CallHandler and associate it to the July 4th Holiday Schedule (Make it 24/7)
Create a System Schedule for the December 25th CallHandler and associate it to the December 25th Holiday Schedule (Make it 24/7)
4rd: Call Handler configuration
Company AA
Go to the Company AA CallHandler, and under Active Schedule select the Company AA System Schedule.
Setup the Closed and Standard Greetings/Transfer Rules as you wish.
Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
Under the After Greeting section, select Call Handler >> January 1st >> Go Directly to Greetings.
Check the Greeting Enabled with No End Date and Time option and save the configuration
January 1st
Go to the January 1st CallHandler, and under Active Schedule select the January 1st System Schedule.
Go to the Standard Greeting and setup the message that you want to play during January 1st here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
Under the After Greeting section, select Call Handler >> July 4th >> Go Directly to Greetings.
Check the Greeting Enabled with No End Date and Time option and save the configuration
July 4th
Go to the July 4th CallHandler, and under Active Schedule select the July 4th System Schedule.
Go to the Standard Greeting and setup the message that you want to play during July 4th here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
Under the After Greeting section, select Call Handler >> December 25th >> Go Directly to Greetings.
Check the Greeting Enabled with No End Date and Time option and save the configuration
December 25th
Go to the December 25th CallHandler, and under Active Schedule select the December 25th System Schedule.
Go to the Standard Greeting and setup the message that you want to play during December 25th here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
Notes:
     As mentioned above, this process is complex and the best way to achieve this will be to create an excel table with the settings of every CallHandler so you can check them before implementing this in production, please note that the last Call Handler Holiday Schedule is empty, as well as the Holiday Greeting of this CallHandler since it will only play the Standard Greeting (24/7) schedule.
     The second
     The third thing you need keep in mind is that if you need to change the working hours schedule, you will do it on the main CallHandler only (Company AA), since the other system schedules are used only for holiday and during the holiday those are set to work 24/7.
Explanation:
     This implementation of distinctive holidays works because when the AA CallHandler check the holiday schedule during July 4th, it will send the the call to the holiday greeting since it is marked as a holiday on its schedule, the holiday greeting of the AA will send the call to the January 1st Call Handler; then, the January 1st CallHandler will do the same, since July 4th is marked as a holiday, it will forward the call to the Holiday Greeting which will send it to another CallHandler (July 4th). When the call gets to July 4th CallHandler it checks its schedule, since no holidays are marked on this particular CallHandler for July 4th, it will check whether it should play the Standard or Closed greeting, since this schedule was setup as 24/7, it will play the Standard Greeting of the July 4th CallHandler and stop hunting.
I hope you this helps you and feel free to shoot me with any questions you might have.
HTH
--espereir

Smartwatch 2: Call handling app crashes

The Smartwatch app on my phone (Nexus 5) crashes frequently when receiving a phone call of opening the app on my watch. The phone shows a ANR (App Not Responding error) and the smartwatch disconnects and connects again a few seconds later, but my smartwatch only shows the waiting icon.
I've resetted my smartwatch, uninstalled and reinstalled all apps. I saw some problems with WatchIt! but removing that app doesn't help either. I've updated all my apps and the smart watch firmware. I've tested this on (vanilla) Android version 4.4.2, 4.4.3, 4.4.4 and Android L.
Edit: just installed Android L, same problem.

Since 4.4.3 call handling app crashes, only works very few times...
To reproduce the bug, just open in the watch the call handling app, click favorites and enjoy the app FC in the phone... Instantly!!!!

Smartwatch 2 call handling crash with Android 4.4.4

Upgraded my phone (Xperia Z Ultra - 6806) to Android 4.4.4 and now the Call Handling app crashes the connection between the watch and phone whenever I try to select a contact on the watch.

Hi everyone,
I have the same issue on my xperia z ultra. the latest kitkat 4.4.4 brought this huge problem.
I contacted the Support Team and here's their response:
Greetings from Sony Xperia support.
We value the importance of your concern.
In response to your query, we would request you to perform a software repair using PC Companion (for Windows computers) in order to resolve the issue which you are facing with your handset.
Steps to perform software repair using your Windows computers and the PC Companion application:
1. Download PC Companion from http://www.sonymobile.com/in/tools/pc-companion/ , and install it on your Windows computer.
2. Turn off the phone and disconnect it from the computer.
3. Open the PC Companion application.
4. Select Start under Support Zone.
5. Select device Software Update and Start.
6. Could not find phone appears. Select Repair phone and Connect.
7. You will receive a message on PC companion that data will be lost if you will continue.
8. Tick the box to confirm that you have understood that all personal data will be lost. Then click Next. The application prepares for the update and if necessary downloads required data from the web.
9. Select your phone model manually and then click Next.
10. Depending on the model selected, you are asked to perform a few steps for the update for PC Companion to be able to update the phone software.
11. Do not connect the phone yet! Note! At this point the phone must be off and disconnected from the computer.
12. Connect the USB cable to the computer, not to the phone.
13. Xperia: While pressing and holding down the indicated button (Volume down key), connect the USB cable to the Xperia device, and keep holding and pressing down the indicated button (Volume down key) until. The update of your device has started... appears (in some cases Installing drivers appears first).
14. If you failed to follow the steps correctly the phone will turn on, and Proceed with the following steps, slide down the notification bar appear.
15. If this happens, disconnect the phone from the cable, turn it off and repeat from step 12.
16. Follow the instructions on the screen. When the repair is finished, disconnect the device and then start the device again.
17. Select Next. If the repair was successful, the message will appear that device has been successfully updated appears.
18. Select Finish.
Note: You should always back up all data before performing a software repair.
We would request you to follow the below mentioned steps in order to take backup of your phone data using PC Companion:
1. Go to Support at www.sonymobile.com to install PC Companion on a Windows computer.
2. When installed, start PC Companion on the computer.
3. Connect your phone to the computer using a USB cable.
4. Click Start under Backup & Restore.
5. Follow the on-screen instructions.
NOTE: Please take the backup of the data before going ahead with the troubleshooting steps. Sony Mobile Communications-India holds no responsibility for any data loss.
If you need any assistance or clarifications, please feel free to contact Sony Xperia Support at the Toll Free number 1800-3000-2800 (Working Timings-9:00am to 9:00pm: Mon-Sun) alternately, you can email us at [email protected]
For the latest news, information and product support please visit www.sonymobile.com/in
Thank you for contacting Sony Xperia Support.
Always looking to serve you better.
Kind Regards,
Juhi Arora
Sony Xperia Customer Services"
I am not sure that hard reset and upgrade via PC Companion will help. But I'll see what I can see.
Laters

Call Handler outgoing message length limit?

I am running Unity 4.0(5)and I have setup a call handler to play a recorded message for all incoming callers (Snow Information). My problem is after about 2 minutes unity cuts off the message as it's being recorded. is there a setting someplace that defines the allowed length of recordings left for incoming callers?

I think you need to do this in interview handler section.
http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_administration_guide_chapter09186a008014fa92.html

Hunt Group to System Call Handler

Hello Everyone,
Here's my problem, I manage the phones for two companies with two different phone schemes.
One company is fine but the other one is one I'm having trouble with,
When someone calls from the outside, it goes to a hunt group from the hunt group, they are to be forwarded to a System Call Handler with an extension.
The number forwards just fine but Unity Connection doesn't pick up the call it just keeps ringing. Is there anyway to track the call flow to see what extension is being dialed from the hunt group?
Versions of the Unity / CCM are 7.x and 7.x
Thanks in advance
-Kyle S.

Hi Kyle,
If you look on the Hunt Pilot page under the Forward settings you should see where the
call is supposed to Forward to. I would try this Tool from the great suite of Unity Tools to have a look
at the call flow if it is hitting Unity Connection;
Port Status Remote Monitor for Connection (rPSM)
http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html
Cheers!
Rob

Calls not being directed tomy System Call Handler

I built a small auto attendant for an acquisition group of users moving to our head office, there are two toll free numbers as well as 4 DIDs, the carrier began forwarding these on move day to the pilot number of my AA.
The issue is that the toll free numbers work but the DIDs do not, they are routing to the UC default opening greeting for some reason rather than my AA call handler.
It's as though for some reason call manager is sending something different for these DIDs as opposed to the TFs and the UC doesn't know what to do with them so it sends to the default greeting.
Any ideas as to what may be happening would be greatly appreciated.
Regards,
Andrew Bardowell
Thomson Reuters

Not to worry everyone problem solved, apologies for this time waster.
The DIDs were forwarded as redirecting numbers instead of sending without as with the toll free numbers even though I specifically asked the carrier to check this on cut over night.
Consequently when the toll free numbers come in they work correctly while the DIDs do not. The TFs because the tech who worked on those programmed them to send just the called number (caller ID) and the calling number.
The tech working the DIDs sent a redirecting number as well (the original DID) which confused Unity Connection.

Unity Connection 8.5 | Prepend Digits to Dialed Extensions overlap with an option in a call handler

Hi,
One customer has requested to set up a call handler in Unity Connection 8.5. The call handler should be capable of transfering calls to IP phones by dialing the last 4 digits of the IP phone's extension. The last 4 digits of the extension from all IP phones begin with 12. However, the customer is also requesting to have an option on the same call handler, so that if users would dial 1, the call is transfered to an IP phone
As you can see, there is an overlap between the last 4 digits of all IP phone's extensions, and an option in the call handler. Therefore, if I configure both options in the same call handler, when the users would press 1, Unity Connection will immediately send the call to the extension setup for option 1, even if the user wants to dial the last 4 digits of an IP phone extension
One possible solution would be to change the option in the call handler to transfer the call to an IP phone, to something different than 1. However, the customer wants to have this transfer to be performed when he press option 1
Is there any other possible solution for achieving this?
Thanks in advance

I don't see any problem, just don't check the option to ignore additional input when configuring caller input on digit 1
By default CUC will give you 1500 ms to dial for any other digits before trying to route the call with whatever you dialed.
HTH
java
if this helps, please rate
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Call Handler answer inexistent extension

Hi, we are using Cisco Unity Connection 8.5.1ES16.11900-16 and an odd error is occurring.
We had a translation from CUCM to Unity Call Handler extension 104807, occurs that we were unable to change greetings on this specific call handler.
Prior to perform tests, we changed call handler extension from 104807 to 10480711, but while call to 104807 we still are able to hear 104807 old message.
While monitoring on Port Monitor it displays 104807 as Called, but that no longer exists on Unity.
Seems that 104807 got stucked on Unity Cache, but I could not find nothing on that sense by looking on forums.
Do we need to reboot Cisco Unity, or is there another way prior to resolve it?
PS. There are 2 Unity (Primary, and Failover) - according to Port Monitor calls are forwarding to Primary, where changes were made
PS. We made a workaround which were create a new Call Handler, hence service works, this thread is to obey current site design.
Apretiate your help.

Hi, we figured that actually there was a Direct Routing Rule forwarding from 104807 to Call Handler (I forgot to check it ).
An odd behavior on Unity is that if we change Call Handler to a non system language (eg System default language is Spanish, and we change it to English) Unity play message "Sorry is not available".
I believe this was designed like that, but I don't see a reason to play such message for a Call Handler.
Anyway, problem is resolved, thank's

Delicate ProgressMonitor/ event handling problem

Hi,
I have a delicate ProgressMonitor / event handling problem.
There exists some solution on similiar problems here in the forums, but no solution to my special problem, hope anybody can help me out.
I have a rather big project, an applet, that I've written a separate JarLoader class that will load specific jar's if the ClassLoader encounter a unloaded class, all ok so far.
But, during loading, I would like to display a ProgressBar. And here is the problem. If my custom ClassLoader intercepts a findClass -request that needs to load the class from a jar from a normal thread, this is no problem, but if the ClassLoader intercepts a findClass that needs loading a jar when inside the EventQueue -thread, this is becomming tricky!
The catch is that an event posted on the EventQueue finally needs a class that needs to be loaded, but I cannot dispatch a thread to do this and end that particular event before the class itself is loaded.
So how do I hold the current EventQueue -event needing a jar -load, Pop up a ProgressBar, then process events in the EventQueue to display the ProgressBar and update repaints in it? then return from the event that now have loaded needed class-files.
I've tried a tip described earlier in the forums by trying to handle events with this code when loading the Jar:
    /** process any waiting events - use during long operations
     * to update UI */
    static public void doEvents() {
        // need to derive from EventQueue otherwise
        // don't have access to protected method dispatchEvent()
        class EvtQueue extends java.awt.EventQueue {
            public void doEvents() {
                Toolkit toolKit = Toolkit.getDefaultToolkit();
                EventQueue evtQueue = toolKit.getSystemEventQueue();
                // loop whilst there are events to process
                while (evtQueue.peekEvent() != null) {
                    try {
                        // if there are then get the event
                        AWTEvent evt = evtQueue.getNextEvent();
                        // and dispatch it
                        super.dispatchEvent(evt);
                    catch (java.lang.InterruptedException e) {
                        // if we get an exception in getNextEvent()
                        // do nothing
        // create an instance of our new class
        EvtQueue evtQueue = new EvtQueue();
        // and call the doEvents method to process the events.
        evtQueue.doEvents();
    }Then, the loader checks
java.awt.EventQueue.isDispatchThread()to see if its' inside the eventqueue, and runs doEvents after updating the ProgressMonitor with new setProgress and setNote values.
More precise;
The loader is loading the jar like this:
(this is pseudo code, not really usable, but outlines the vital parts)
public void load() {
monitor = new ProgressMonitor(null, "Loading " + jarName, ""+jarSize + " bytes", 0, jarSize);
monitor.setMillisToDecideToPopup(0);
monitor.setMillisToPopup(0);
// reading jar info code here ...
JarEntry zip = input.getNextJarEntry();
for (;zip != null;) {
     // misc file handling here... total = current bytes read
     monitor.setProgress(total);
     monitor.setNote(note);
     if (java.awt.EventQueue.isDispatchThread()) {
        doEvents();
     zip = input.getNextJarEntry();
monitor.close();
}When debugging doEvents(), there is never any events pending in peekEvents(), even if I tries to put a invokeLater() to run the setProgress on the monitor, why? If it had worked, the doEvents() code would have saved my day...
So, this is where I'm totally stuck...

Just want to describe how I did this using spin from http://spin.sourceforge.net
This example is not pretty, but it can probably help others understanding spin. Cancelling the ProgressMonitor is not implemented, but can easily be done by checking on ProgressMonitor.isCanceled() in
the implementation code.
First, I create a bean for displaying and run a ProgressMonitor:
Spin requires an Interface and an Implementation, but that's just nice programming practice :-)
import java.util.*;
public interface ProgressMonitorBean {
    public void start(); // start spinning
    public void cancel(); // cancel
    public int getProgress(); // get the current progress value
    public void setProgress(int progress); // set progress value
    public void addObserver(Observer observer); // observer on the progressValue
}Then, I created the implementation:
import java.util.*;
import javax.swing.ProgressMonitor;
import java.awt.*;
public class ProgressMonitorBeanImpl extends Observable implements ProgressMonitorBean {
    private ProgressMonitor monitor;
    private boolean cancelled;
    private int progress = 0;
    private int currentprogress = 0;
    public ProgressMonitorBeanImpl(Component parent, Object message, String note, int min, int max) {
        monitor = new ProgressMonitor(parent, message, note, min, max);
        monitor.setMillisToDecideToPopup(0);
        monitor.setMillisToPopup(0);
    public void cancel() {
        monitor.close();
    public void start() {
        cancelled = false;
        progress = 0;
        currentprogress = 0;
        while (progress < m_cMonitor.getMaximum()) {
            try {
                synchronized (this) {
                    wait(50); // Spinning with 50 ms delay
                if (progress != currentprogress) { // change only when different from previous value
                    setChanged();
                    notifyObservers(new Integer(progress));
                    monitor.setProgress(progress);
                    currentprogress = progress;
            } catch (InterruptedException ex) {
                // ignore
            if (cancelled) {
                break;
    public int getProgress() {
        return progress;
    public void setProgress(int progress) {
        this.progress = progress;
}in my class/jarloader code, something like this is done:
public void load() {
ProgressMonitorBean monitor = (ProgressMonitorBean)Spin.off(new ProgressMonitorBeanImpl(null, "Loading " + url,"", 0, jarSize));
Thread t = new Thread() {
    public void run() {
      JarEntry zip = input.getNextJarEntry();
      for (;zip != null;) {
        // misc file handling here... progress = current bytes read
     monitor.setProgress(progress);
t.start(); // fire off loadin into own thread to do time consuming work
monitor.start(); // this will spin events on monitor and block until progress = max
monitor.cancel(); // Just make sure ProgressMonitor is closed
}The beautiful thing here is that Spin is taking care of weither the load() is inside the dispatch thread or not, making the code much simpler and cleaner to understand.
The ProgressMonitorBeanImplementation could been made much nicer and more complete, but I was in a hurry to check if it worked out. And it did! This will be applied on a lot of gui -components that blocks the event-queue in our project, making it much more responsive.
Hope this will help others in similiar situations! Thanks again svenmeier for pointing me to the spin -project.

How to configure Cisco Unity connection 8.x to play an after hours call handler

Hi,
I have CUCM 8.6 and CUX 8.6, we have successfully configured Call Handlers to play greetings. But the problem is greeting is played complete day and all the day in a week. We want to customize this call handler so that it plays only during the business hours and also during the weekdays.
I have a recorded after hours and holiday greetings recorded but unable to find the way to configure it for Holiday greetins. Please help with the configuration part.
Regards
MAC

Hi MAC,
What you need to do is configure a schedule for the call handler. On Unity Connection, you can browse to System Settings > Schedules (and Holiday Schedules). In here, you create your schedules to say which times of the day you are open. You then go back to your call handler and apply these schedules that you've created.
Now when a call comes into the call handler, it will check the time against its schedule and play the appropriate greeting.

Smartwatch 2 call handling apps

hi, i ve got a problem with my smartwatch 2 and my xperia z2 5.1.1. i make a clean install for the 5.1.1 firmware, install smart call handling but the apps doesn't appear on smartconnect and doesn't appear on my watch...somebody has this problem ps: i reinstall the smartwatch, reset it etc....

following the latest update i have found that the smart call handling is no longer working and the phone does not kick in when put to the ear Has anyone else encountered this ?thanks

Call Handling Problem

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