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<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Call Manager 4.2(3)</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">IPCCX (CRS) 4.0(5)SR2</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">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</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">sporadic</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> and I was unable to duplicate it so I did not worry about it to much. </FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">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</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> even had it happen to me once calling into our main</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">office</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> number.</FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">I opened a ticket with our incoming trunk carrier and they were able to see that they are getting a rejected message from our</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">phone</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> 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.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">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</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">–</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> Call Rejected tag. 99% of my incoming lines (90 TF across 230 Trunks) get pointed to</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">CTI Route points that are directed at my CRS/IPCC scripts for routing and treatment.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> In general, about 5% of my incoming call volume is</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">getting</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> 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. </FONT></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">I began to look back in the CDRs to see when</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">this</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"> 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</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">experience</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial"></FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">so far has been that a reboot is the first thing</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">TAC is</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"> <FONT SIZE=2 FACE="Arial">going to want me to do.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><FONT SIZE=2 FACE="Arial">Thanks again.</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><B></B></SPAN><SPAN LANG="en-us"><B></B></SPAN><B><SPAN LANG="en-us"></SPAN></B><A NAME=""><B><SPAN LANG="en-us"><FONT COLOR="#000080" SIZE=2 FACE="Arial">Micah Bennett</FONT></SPAN></B></A><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"><FONT COLOR="#000080" SIZE=2 FACE="Arial">Telecommunications Admin</FONT></SPAN><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
<P DIR=LTR><SPAN LANG="en-us"><B></B></SPAN><SPAN LANG="en-us"><B></B></SPAN><B><SPAN LANG="en-us"><FONT COLOR="#800000" SIZE=2 FACE="Arial">Automated License Systems</FONT></SPAN></B><SPAN LANG="en-us"></SPAN><SPAN LANG="en-us"></SPAN></P>
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