[cisco-voip] Call Failures between Call Manager and IPCC

[Micah Bennett]

Call Manager 4.2(3)
IPCCX (CRS) 4.0(5)SR2

A couple of weeks ago I started getting intermittent reports that
callers into our call center were getting a Ring No Answer on some
attempts or a Fast Busy.  It was so sporadic and I was unable to
duplicate it so I did not worry about it to much.  Last Friday one of
our state clients complained that they had multiple reports of this
happening from vendors in the field who were trying to reach us.  I even
had it happen to me once calling into our main office number.

I opened a ticket with our incoming trunk carrier and they were able to
see that they are getting a rejected message from our phone system.
This prompted me to start looking around in the CDRs to see if the calls
were even getting as far as the Call manager for tracking.  

Using reports from my carrier that show the failures, I was able to find
the corresponding failures in the CDRs on the Call Manager.  The CDRs
show them with a Code 21 - Call Rejected tag.  99% of my incoming lines
(90 TF across 230 Trunks) get pointed to CTI Route points that are
directed at my CRS/IPCC scripts for routing and treatment.  In general,
about 5% of my incoming call volume is getting this treatment.  There is
no evidence of a specific CTI route point, or specific Trunks being the
problem.  The failures are spread across our entire system.  

I began to look back in the CDRs to see when this started.  I found that
it started on 03-19-08, the day after I upgraded our CRS servers to
4.0(5)SR2 (from 4.0(5)).  I have not reset the servers since that night
as part of the upgrade.  Would you guys recommend that I reboot them
first and see if the issue is still there, or just go straight to
opening a TAC case?  My experience so far has been that a reboot is the
first thing TAC is going to want me to do.

Thanks again.

Micah Bennett
Telecommunications Admin
Automated License Systems


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