<div>I agree. Reboot..... if it does not fix it..... TAC it.</div>
<div> </div>
<div>Scott<br><br></div>
<div class="gmail_quote">On Thu, May 22, 2008 at 6:50 AM, Micah Bennett <<a href="mailto:mbennett@als-xtn.com">mbennett@als-xtn.com</a>> wrote:<br>
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<p dir="ltr"><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2">Call Manager 4.2(3)</font></span></p>
<p dir="ltr"><span lang="en-us"><font face="Arial" size="2">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 face="Arial" size="2">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 face="Arial" size="2">sporadic</font></span><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2"> 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 face="Arial" size="2">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 face="Arial" size="2"> even had it happen to me once calling into our main</font></span><span lang="en-us"></span><span lang="en-us"> <font face="Arial" size="2">office</font></span><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2"> 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 face="Arial" size="2">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 face="Arial" size="2">phone</font></span><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2"> 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 face="Arial" size="2"> </font></span></p>
<p dir="ltr"><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2">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 face="Arial" size="2">–</font></span><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2"> 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 face="Arial" size="2">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 face="Arial" size="2"> In general, about 5% of my incoming call volume is</font></span><span lang="en-us"></span><span lang="en-us"> <font face="Arial" size="2">getting</font></span><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2"> 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 face="Arial" size="2">I began to look back in the CDRs to see when</font></span><span lang="en-us"></span><span lang="en-us"> <font face="Arial" size="2">this</font></span><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2"> 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 face="Arial" size="2">experience</font></span><span lang="en-us"></span><span lang="en-us"><font face="Arial" size="2"></font></span><span lang="en-us"></span><span lang="en-us"> <font face="Arial" size="2">so far has been that a reboot is the first thing</font></span><span lang="en-us"></span><span lang="en-us"> <font face="Arial" size="2">TAC is</font></span><span lang="en-us"></span><span lang="en-us"> <font face="Arial" size="2">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 face="Arial" size="2">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="11a10e5c4d593829_"><b><span lang="en-us"><font face="Arial" color="#000080" size="2">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 face="Arial" color="#000080" size="2">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 face="Arial" color="#800000" size="2">Automated License Systems</font></span></b><span lang="en-us"></span><span lang="en-us"></span></p>
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