UCCX - Caller are on hold for 25 - 30 mins
Cisco Unified CCX Administration - Version 8.0.2
Hi,
We are facing an issue where in the callers are on hold for 25 - 30 mins even when the queue is free and agents available to take calls. This happens frequently.
Please advice on how to fix this issue?
Thanks in advance....
To verify, check real time report CSQ stats. If you see calls in the queue while having agent available for that CSQ, it's like CSCsw64328. Restart engine should clear the problem.
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Cisco gateway is connecte to a PBX with an Qsig interface, for a particualr destination number the calls are not gettin estabilished.
the output of the Q931 debug :
Aug 16 16:17:46.145: ISDN Se0/0/0:23 Q931: RX <- SETUP pd = 8 callref = 0x7E05
Bearer Capability i = 0x8090A2
Standard = CCITT
Transfer Capability = Speech
Transfer Mode = Circuit
Transfer Rate = 64 kbit/s
Channel ID i = 0xA98396
Exclusive, Channel 22
Facility i = 0x9FAA068001008201008B0100A16E0202070102011530650201010A010
1800101A111A00FA50D0A010212083530303035393938A211A00FA50D0A010212083530303035393
938A312801054454C45434F4D20574F524B524F4F4DA412801054454C45434F4D20574F524B524F4
F4DA50C06062B0C02FF373730020500
Facility i = 0x9FAA068001008201008B0100A11D0202010002010080144E455453202
F204C4F4E472044495354414E4345
Calling Party Number i = 0x2183, '8168911010'
Plan:ISDN, Type:National
Called Party Number i = 0x89, '18553808521'
Plan:Private, Type:Unknown
Sending Complete
Aug 16 16:17:46.149: ISDN Se0/0/0:23 Q931: TX -> CALL_PROC pd = 8 callref = 0xF
E05
Channel ID i = 0xA98396
Exclusive, Channel 22
Aug 16 16:17:55.709: ISDN Se0/0/0:23 Q931: TX -> DISCONNECT pd = 8 callref = 0x
FE05
Cause i = 0x80BF - Service/option not available, unspecified
Aug 16 16:17:55.741: ISDN Se0/0/0:23 Q931: RX <- RELEASE pd = 8 callref = 0x7E0
5
Aug 16 16:17:55.741: ISDN Se0/0/0:23 Q931: TX -> RELEASE_COMP pd = 8 callref =
0xFE05
The Qsig and dial-peer configration :
interface Serial0/0/0:23
no ip address
encapsulation hdlc
isdn switch-type primary-qsig
isdn overlap-receiving
isdn incoming-voice voice
isdn send-alerting
no cdp enable
dial-peer voice 1 voip
description To CBTS GK
destination-pattern +1T
signaling forward rawmsg
session protocol sipv2
session target ipv4:10.9.5.10
session transport tcp
voice-class codec 1
dtmf-relay rtp-nte
no vad
interface Serial0/0/0:23
no ip address
encapsulation hdlc
isdn switch-type primary-qsig
isdn overlap-receiving
isdn incoming-voice voice
isdn send-alerting
no cdp enable
dial-peer voice 1 voip
description To CBTS GK
destination-pattern +1T
signaling forward rawmsg
session protocol sipv2
session target ipv4:10.9.5.10
session transport tcp
voice-class codec 1
dtmf-relay rtp-nte
no vadHi Raj,
My name is Edson Pineiro, I understand that your problem description is in regards to failed incoming calls from a qsig trunk.
According to the received q931 setup message I can see the called party number is 18553808521 and as so the gateway should route the dnis based on the best match in destination-pattern. My first suggestion would be to ensure your outgoing dial-peers has a matching destination-pattern that matches the dialed number, for example:
dial-peer voice 1 voip
destination-pattern 1T
The T is a wild card for any digit any length
Or you can be very specific.
dial-peer voice 1 voip
destinaton-pattern 18553808521
The next suggestion would be to ensure that your incoming pots dial-peers contains 'direct-inward dial'. This is so that you don't receive secondary dial tone when dialing in, which I don't think is happening here.
Another suggestion would be to remove 'isdn overlap-receiving' from interface serial 0/0/0:23. Reason being is that the DNIS received is enbloc and not overlapping. You can clearly see that the complete e164 number is received within the setup and no further digits are needed.
But overall the disconnect cause code is 0x80BF the 80 portion is related to the source of the disconnect which is the router and BF "Service/option not available, unspecified" which is described as:
The network or remote equipment cannot provide the service option that the user requests, due to an unspecified reason. A subscription problem can cause this issue.
Any ways seems like the router does not support the protocol or type of message included in the Setup. After decoding one of the facility message:
Facility i = 0x9FAA068001008201008B0100A16E0202070102011530650201010A010
1800101A111A00FA50D0A010212083530303035393938A211A00FA50D0A010212083530303035393
938A312801054454C45434F4D20574F524B524F4F4DA412801054454C45434F4D20574F524B524F4
F4DA50C06062B0C02FF373730020500
decode -->
Facility IE first byte (protocol profile): 0x9f(Network Extentions), depends on Network Protocol Profile
**Note:
**0x91/0x9f both be used by older qsig spec, including:
**ISO 11582:1995, ETSI 300 239:1993/1995
**newer qsig spec use 0x9f only, including:
**ISO 11582:1995/Cor.1:1999, ECMA 165(4th), ETSI 300 239:2003
**see CSCeb58118 for CCM compatibility issue
NetworkFacilityExtension ::= {
sourceEntity: 0
destinationEntity: 0
NetworkProtocolProfile not present
APDU is a ROSE
0
DivertingLegInformation2Invoke ::= {
invokeID: 1793
operationValue: 21
argument: DivertingLegInformation2Arg ::= {
diversionCounter: 1
diversionReason: 1
originalDiversionReason: 1
divertingNr: PrivatePartyNumber ::= {
privateTypeOfNumber: 2
privateNumberDigits: 50005998
originalCalledNr: PrivatePartyNumber ::= {
privateTypeOfNumber: 2
privateNumberDigits: 50005998
redirectingName: 54 45 4C 45 43 4F 4D 20 57 4F 52 4B 52 4F 4F 4D
originalCalledName: 54 45 4C 45 43 4F 4D 20 57 4F 52 4B 52 4F 4F 4D
Looks like this is a redirected call (call forward or transfer), the redireted number is "50005998" and the other end of the PRI maybe attempting to do either a 2 B channel transfer or B channel optimization, which is not supported certain gateways or needs the use of a tcl scripts. Any ways is it possible to confirm if such features are enabled on the other end of the qsig trunk? and what the number 50005998 is assigned too. This may warrant a TAC case.
However please ensure your carry through the first three configuration changes before looking at the possible bad facility message.
Here are some good documents on ISDN, IOS dial-peers and call legs:
Understanding debug isdn q931 Disconnect Cause Codes
http://www.cisco.com/en/US/tech/tk801/tk379/technologies_tech_note09186a008012e95f.shtml
Configuring Telephony Call-Redirect Features
Two B-Channel Transfer
http://www.cisco.com/en/US/docs/ios/voice/ivr/pre12.3_14_t/configuration/guide/ivrapp.pdf
Understanding Dial Peers and Call Legs on Cisco IOS Platforms
http://www.cisco.com/en/US/partner/tech/tk652/tk90/technologies_tech_note09186a008010ae1c.shtml
Understanding Direct-Inward-Dial (DID) on IOS Voice Digital (T1/E1) Interfaces
http://www.cisco.com/en/US/partner/tech/tk652/tk653/technologies_tech_note09186a00801142f8.shtml
Understanding Inbound and Outbound Dial Peers Matching on IOS Platforms
http://www.cisco.com/en/US/partner/tech/tk652/tk90/technologies_tech_note09186a008010fed1.shtml#prereq
Voice Translation Rules
http://www.cisco.com/en/US/partner/tech/tk652/tk90/technologies_tech_note09186a0080325e8e.shtml
Let me know how you go.
Thanks again for asking the tuff questions.
Cheers
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Edited by: Progirl Progirl on Oct 31, 2008 1:33 PM
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