Scenario#41 – No Ringback tone from H323 Gateway going to SIP trunk

One of our customer reported an issue with ring back tone when calling their Contact center. I made a test call and observed that as a caller when you call their main Contact center number all you hear is dead silence and then when agent picks up the phone you could hear them talk. There was no ring back tone and no automated messages before an agent picks up the call. The call flow was something like this: PSTN > ISDN30 > H323 Dial-peer > SIP Trunk > 3rd-party Contact Center Equipment First I thought it could be the third-party … Continue reading Scenario#41 – No Ringback tone from H323 Gateway going to SIP trunk

Scenario#41 – Mailbox in use

A customer reported an issue regarding a user where if she tried to listen to her voicemail messages she would get “Mailbox is in use”. This issue normally happens if any TUI session or VoiceView sessions are open in any other phones having access to that GDM or the ports have become stuck or busy. To resolve the issue, login to CLI of CUE module and issue this command: voicemail mailbox unlock owner Natasha OR voicemail mailbox unlock telephonenumber 6311   Continue reading Scenario#41 – Mailbox in use

Scenario#41 – UCCX CAD Agent Issue in Call routing

Customer reported a problem about their UCCX version 8.5.1.11001-35 for CAD Agents. This is what they say about the problem: We have a UCCX Agent with a 9951 Cisco Phone with 2 Lines. First line is the private Line Second Line is the agent Line. Agent is logged into CAD with his agent extension. Contact Center gets a customer call for the agent and the agent accepts the call on Agent Line. Then the agent wants to ask a colleague or wants to transfer the call and presses the call transfer key (on CAD) The transferred Call is answered by … Continue reading Scenario#41 – UCCX CAD Agent Issue in Call routing

Scenario#40 – Access Personal Directory/FastDial without PIN

You may have come across this that though you are logged into your profile through Extension mobility but when you try to access your “Personal Directory” you will be prompted for a userid and pin. Unfortunately, this is by design and cannot be changed. There is a workaround to escape entering userid and pin which I found after getting several requests from customers. If you are among one of those who is annoyed with this then following is the procedure to get rid of it. You will need Admin rights on Call manager to make these changes. Create a new … Continue reading Scenario#40 – Access Personal Directory/FastDial without PIN