[cisco-voip] InterCluster Disconnects

[Jim Reed]

Just as an FYI in case this issue should affect someone else or they have seen it previously, in an exchange between Anthony Holloway and myself on this issue, he pointed me towards turning on the ENG trace in IPCC.  This lead to the suspicion that it was the Call Hold or Call Unhold steps that were possibly causing the issue for the calls across the intercluster trunk.  Instead of placing the calls in queue on hold, running a thirty (30) second delay during which hold music played, then taking the calls off hold and playing a prompt that allowed the caller to continue to hold or press 1 to leave a message, I replaced the Call Hold step with thirty (30) seconds of music via a prompt set to be interruptible and removed the Call Unhold step completely.  Unfortunately, it was near the end of the day and I could not run as many tests as I would have liked.  After hours calls go directly to voicemail if the caller doesn't know the extension of the person they're trying to contact.  I will test in earnest tomorrow morning and if I can get forty (40) to fifty (50) consecutive calls without a failure, I think it will definitely point a finger at something to do with placing a call on hold that goes across an intercluster trunk.  But, playing the devils advocate, I won't say that's the problem right now until I get those forty (40) or fifty (50) consecutive, successful calls.  If anyone has any thoughts along this line, would greatly appreciate hearing them.

Thank You...
--
Jim Reed
Technology Wrangler
Swift Communications, Inc.
970-683-5646 (Direct)
775-772-7666 (Cell)

"Not only is it not right.
It's not even wrong."
       The Pauli Proverb
        Wolfgang Pauli


On 11/17/09 6:10 PM, "Alex Hannah" <alex.hannah at gmail.com> wrote:

Gather and post the MIVRlogs located at C:\prog files\wfavvid\logs\MIVR on the cluster you are having problems with.  MAKE certain you have a time date and pref an ext that called so myself or others can parse the logs.  Out of curiosity where are your transcoders located?  What codec goes across the trunk?

Sent from my iPhone

On Nov 17, 2009, at 7:19 PM, Jim Reed <jreed at swiftnews.com> wrote:

I will do my best to explain this as clearly as possible.  Please advise if additional information is needed.

We have two (2) separate VoIP systems that communicate via intercluster trunks across an MPLS WAN.  For purposes of this discussion, we'll call them System GPC and System CMNM.  System GPC is 4.5-Meg MPLS and system CMNM is 9-Meg MPLS.

When the contact center number is dialed on System GPC, the calls are forwarded to an extension (aka route point) on System CMNM that puts the caller into the contact center script.

The caller hears the initial recording with no problem.  That recording instructs the caller to press 2 for option A; press 3 for option B; press 4 for option C; etc. etc.

On somewhat frequent occasions, when the caller makes their selection, the call is disconnected.

This does not happen on calls that are placed to numbers associated directly with System CMNM.

System CMNM has a toll free number associated with the contact center.  When I forward the calls from System GPC to that toll free number instead of the route point on System CMNM, there are no disconnects.

I have reset the intercluster trunks between the two systems.  When I look at the call statistics in the router(s), they show the code for normal call clearing.

Anyone got any thoughts on why the selection of the CSQ option in the script is causing that disconnect?

I have looked at the T1 controller stats and the serial interface stats associated with that PRI controller and there are no errors.  System GPC has no calling issues locally for calls that come in on those same PRI channels.

Thank You...
--
Jim Reed
Technology Wrangler
Swift Communications, Inc.
970-683-5646 (Direct)
775-772-7666 (Cell)

"Not only is it not right.
It's not even wrong."
       The Pauli Proverb
        Wolfgang Pauli



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