[cisco-voip] Attendant Console "Failed to transfer the call due to Internal Error" error

[Erick Bergquist]

Ok, yea, they are waiting long enough for the transfer softkey to re
appear. Apparently, they have only started experiencing this problem
since recently upgrading from 4.1(3)Sr4b to SR5d. The AC version has
been updated on their PCs and matches that on server.

I've got a CCM Detailed trace of a call without the AC failure
message, but a call that shows as "Conference" in AC that they
transferred fine. I've found the transfer in the trace but am not
seeing anything about Conference in it.

The operator is using AC strictly to manage phone calls, they rarely
ever touch their physical phone. The other users in the building
however transfer calls using their IP Phone as most of them don't use
AC.  When they transfer the call with AC they select the person then
right click and choose the Send To option to do it.

Thanks

On Jan 14, 2008 9:24 AM, Ryan Ratliff <rratliff at cisco.com> wrote:
> Well right off you can't do that key sequence on an IP phone and
> expect the transfer to go through every time.  If they want to do a
> blind transfer they need to use that button in the AC client.  On an
> IP phone CM won't even present the transfer softkey to complete the
> transfer until the call is in ringback state.
>
> I've no idea how Conference is getting involved or on the display but
> you'd have to look at CCM traces to see this.
>
> Try getting them to use the blind transfer button on the AC console.
> It is a true blind transfer in that it does a Jtapi redirect and it
> may work better for them.  The other option is enabling on-hook
> transfer in the CM service parameters so they can hit transfer, dial
> the destination, and then hang up to complete the transfer.   They
> may even like that option because it saves them a button press.
>
> -Ryan
>
>
> On Jan 14, 2008, at 9:47 AM, Erick Bergquist wrote:
>
> They are losing the calls when they get this error, sometimes.
>
> The people transferring the call are doing a blind transfer real
> quick, so is it possible they are hanging up before the person picks
> up the call? They do <transfer softkey> 0 <transfer softkey> right
> away and put the handset down. I've thought about this also. But then
> this is the way everyone is doing it at this place and only a few
> peoples transfers show up as "Conference" on the display and
>
> On Jan 14, 2008 8:12 AM, Ryan Ratliff <rratliff at cisco.com> wrote:
> > All of the popup errors you get in the AC console come from Jtapi and
> > sometimes can be ignored.  You need to look at the transfer in the
> > traces and see why Jtapi passed that error up to the client.  One
> > instance I saw was during a transfer if the calling party hangs up as
> > the transfer is happening.  The AC client thinks it got rid of the
> > call via transfer and CM tells the client that the call has dropped
> > because the calling party hung up.  AC says it can't transfer the
> > call because of the error which was really for a call that was
> > already gone.
> >
> >
> > -Ryan
> >
> >
> > On Jan 14, 2008, at 8:55 AM, Erick Bergquist wrote:
> >
> > Hmm. I'll need to check their permissions. What is weird is, the
> > transfers work a majority of the time and this only happens now and
> > then.
> >
> > The other odd part of it is, the calls they sometimes can't transfer
> > also say "Conference" on AC for the call info but when they get the
> > calls that show up as "Conference" they are able to transfer them most
> > of the time.  I am also wondering where the "Conference" comes from in
> > the AC display since the users transferring the call to them are using
> > the transfer softkey only. I was able to recreate this once when I was
> > out there with the transfer softkey from an IP Phone. It happens on
> > both internal/external calls and they have just Call Manager. They
> > have no Unity server and the calls are being transferred to their
> > operator by other users, then the operator transfers them back to
> > other people.
> >
> > The operators DN is part of a line group and pick up group, could that
> > be causing weird behavior like this? The people transferring calls to
> > them however transfer the call to 0 which goes to their DN directly
> > and not using the line group. Their is no AC pilot point/hunt group
> > here, just that they use pickup groups and AC to control their
> > phone.The operator never touches their physical IP Phone to handle
> > calls.
> >
> > I have a TAC Case open also...
> >
> > On Jan 14, 2008 7:36 AM, Joel Perez <tman701 at gmail.com> wrote:
> >> Each time I have ran into that error it turns out the user didnt
> >> have enough
> >> permissions on the pc where the AC was installed. Giving them local
> >> admin
> >> rights or super user rights always cleared up the problem.
> >> Hope that helps.
> >>
> >> Joel P
> >>
> >>
> >>
> >> On 1/14/08, Erick Bergquist <erickbee at gmail.com> wrote:
> >>>
> >>>
> >>>
> >>> Has anyone seen this error message in AC before when attempting to
> >>> transfer a call?
> >>>
> >>> Dialog that comes up and saids "Failed to transfer the call due to
> >>> Internal Error".
> >>>
> >>> CCM 4.1(3)SR5d and matching AC versions as on server.
> >>>
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> >>>
> >>
> >>
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