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

Logging Missed Calls Shared line

With the missed call logging for shared lines feature, the administrator can configure Cisco Unified Communications Manager Administration, or the phone user can configure Cisco Unified CM User Options, so Cisco Unified Communications Manager logs missed calls in the call history to a specified shared line appearance on a phone. This will only work if users who are sharing the number are logged in using Extension mobility. You can configure it here under extension number by going into each phone: If the box is checked, missed calls will be logged and if it is not checked then missed calls won’t … Continue reading Logging Missed Calls Shared line

Scenario#32 – SIP Calls drop after 75 minutes

I had an interesting case where SIP calls over a SIP trunk were dropping after like 75 minutes. The duration was not confirmed as sometimes it use to drop even before 75 minutes. I looked into few CCSIP debugs (debug ccsip messages) and found that the ‘BYE’ message was actually coming from our end (Call manager/Gateway). Platform information: CCM: System version: 7.1.3.32900-4 CUBE-10#sh ver Cisco IOS Software, 3800 Software (C3825-ADVIPSERVICESK9-M), Version 12.4(24)T4, RELEASE SOFTWARE (fc2) Technical Support: http://www.cisco.com/techsupport Copyright (c) 1986-2010 by Cisco Systems, Inc. Compiled Fri 03-Sep-10 09:15 by prod_rel_team ROM: System Bootstrap, Version 12.4(13r)T, RELEASE SOFTWARE (fc1) CUBE-10 … Continue reading Scenario#32 – SIP Calls drop after 75 minutes

How to Configure “Extension Mobility”

I had a request to do a quick write up on how to configure extension mobility properly. These are the steps involved (considering Call manager Linux versions): 1 – Configure extension mobility service by going into Device > Device settings > Phone Services The service URL is : http://call-manager-IP:8080/emapp/EMAppServlet?device=#DEVICENAME# If you want to set it up as an Enterprise service then check that box “Enterprise Subscription” otherwise leave it. If you check that box, extension mobility service will appear globally for all phones and you won’t be able to find this service under phone Subscribe services in Step 2. If … Continue reading How to Configure “Extension Mobility”

Scenario#29 – Interworking error -0x80FF

I came across this issue with one of  our customer last week where a call was coming in to receptionist at Site ‘A’ but she was not able to transfer the call to someone at Site ‘B’. They had Centralized deployment and all phones on branch sites were registered to Central site. The call was dropping as soon as she would press ‘hold’ to transfer the call. This is what I was getting on Site ‘A’ gateway: 2621-VG01# .Feb  7 09:25:14.805: ISDN Se1/0:15 Q931: RX <- SETUP pd = 8  callref = 0x0002 Sending Complete Bearer Capability i = 0x8090A3 … Continue reading Scenario#29 – Interworking error -0x80FF

CCMUser Access

The users which are part of a global directory can setup their own personal directory, speed dials etc by access CCMuser webpage. The link for any Call manager would be: https://x.x.x.x/ccmuser x.x.x.x = CUCM Pub The username and password will be same as mentioned under User Management > End user. You can restrict users to access certain things from Enterprise Parameters. Continue reading CCMUser Access