Hi,We are currently having an issue transferring a call between a SIP extn and a extn sitting on cisco call manager.Background:We are currently using Cisco call manager version: 7.1.5.31900-3Approx 2 months ago we purchased a call centre software called 'IPCM' which integrates with our CRM and our call manager. IPCM is SIP based. This program provides us with Call Queing/Dashbaords soft phones etc.A SIP trunk was created in our call manager to route incoming calls over to our new 'Call centre' server.
A new extn range was also configured to allow us to make outgoing calls via the softphones:Problem:The issue that we are currently facing is call transfer. We are unable to transfer a call from 'IPCM' to a cisco phone.i.e.Using a IPCM (SIP) Softphone, I make a call to a number i.e. 0412 345 678I pick this call up and attempt to transfer this through to a cisco extension i.e. 244the cisco extension (244) rings and picks up. I then attempt to press the 'Transfer' button. The mobile call automatically disconnects.We have checked and confirmed that the Trunk allows all requests i.e.
INVITE, REFER, BYE etc.Further Comments:- Using the same method above (in the example) I am able to succesfully transfer the call if i the call is transferred to a complete number i.e. 0293142-244 rather than the agents extension (244).Any help will be appreciated. Hi willlywilburwonkaSorry for the delay in getting back- It has been pretty hectik here - I have attached to a wire shark capture (as i already had the application installed on the server) and uploaded the capture to cloud shark. Please see url for capture below.Here are some further details:Ip Address for Call Manager: 192.168.20.20/21Client IP (Original Caller) 10.10.20.89 (Extn: 611)Destination Etn# 9253 (9 being the prefix that sends the call from IPCM through the trunk to call manager.Please advise if you require any further infoThanks. Using a IPCM (SIP) Softphone, I make a call to a number i.e.
You can log in as the CCMAdministrator and perform these steps: 1. If these steps do not solve the issue, run the utils resetuiadministratorpassword command. Sure that you use the correct URL: If you enter showhome, instead of showhome. HTTP Status 404 When you try to log in to the CUCM 7.x User page, the. Feb 17, 2014 Thank you Yousef. I will definately get myself the Cisco Voice lab manual after this experience. You know it is people like you that make real difference in the world. I am happy to be part of this Cisco wonderful community.
0412 345 678I pick this call upAt that point you have a call to the outside connected to your softphone. Is that softphone registered to Callmanager or is it handled by IPCM?and attempt to transfer this through to a cisco extension i.e. 244the cisco extension (244) rings and picks up. I then attempt to press the 'Transfer' button. The mobile call automatically disconnects.The transfer action is being performed on the softphone, not on the Cisco phone, correct?
I just want to have a clear understanding of the call flow instead of assuming facts.Now, the packet capture you gathered doesn't belong to the traffic monitored by the UCM. Please, please follow my suggestion in the link provided, its 1 command to generate the packet capture, and a few clicks to download it from the server once finished.In the sniffer capture collected, I see only 3 INVITEs toward UCM's IP:INVITE sip:[email protected] sip:[email protected] sip:[email protected] from a SIP engine called FR-SIPS/5.8.1.166Kindly collect the capture from the UCM, and help me clarify why can't I see an INVITE to 9253.
Is it maybe a digit manipulation into 204? Thanks for your reply.At that point you have a call to the outside connected to your softphone. Is that softphone registered to Callmanager or is it handled by IPCM?The softphone is handled by IPCMThe transfer action is being performed on the softphone, not on the Cisco phone, correct? I just want to have a clear understanding of the call flow instead of assuming facts.This is correct - The transfer is being performed on the softphone belonging to IPCMNow, the packet capture you gathered doesn't belong to the traffic monitored by the UCM. I will work on this on Monday - Fingers crossed - If all goes well will post back the capture -Just another thought I had- If we look at it from there point of view for a moment (as per their email) is it possible that the issue could relate to the contact changes (from 611 to 250)?
As per their screen shot in the wireshark capture.The way this has been configured on our call manager is that anything that hits 250 goes through the SIP trunk to the IPCM server. This is used for all our 1300 numbers etc for incoming calls.If you think this is a probable cause do you have any suggestions to test this?Thanks. Is the IPCM routing in a load balacing fashion? Like for example, is it sending 1 call to.20.21, then the next one to 20.20, and so forth?I see only 1 call as described before in all 5 SDI files, which makes me think its the one you attempted to transfer. So here it is the analysis: 09:11:29.711 CCM //SIP/SIPUdp/waitUdpD ataInd: Incoming SIP UDP message size 1096 from 10.10.20.25:5060:INVITE sip:[email protected].
Hi WillyI have spoken to the IPCM techs and apparently they do not know how to 'Read' cisco debugs so were not very interested in looking at the call manager logs but the good news is they are still looking at the issue from the IPCM side.Yesterday, I ran a wireshark capture with them (as per there request) but this time rather than making an outside call (i.e. To a mobile number) and transfer it to a cisco extension, we made a call directly to a users extn and tried to transfer this call to a different extn and experienced different behavior. If you are happy to look at the capture and call manager debugs, i will replicate the issue and post back?Kind Regards. Actually, I don't feel very comfortable adding difficulties to the mix. Lets fully understand what is going on with the first scenario, and then we can compare to the other scenario, but not before completely comprehending the call flow and its disconnection.I knew they wouldn't feel comfortable reading CM traces, reason why I suggested taking packet captures from the CM servers themselves. If you have any doubt on how to, please just let me know, but we gotta get familiar with this tool, its by far the best tool I know when troubleshooting networking issues.Can we do that?? Lets say, run the capture on both CM servers, then reproduce the affected call 3 times in a row.
Just as you would with the IPCM engineers, same steps. Stop the capture and then pull them out. Would you feel ok if we setup a team viewer session later on tonight to go through this?? Hi Mate,Sorry for the delay in getting back has been pretty hectik here - I am happy to do a teamviewer session -The engineers got back to me and they had requested to perform a number of tests with them - We tried creating 2 IPCM extns and transferring between both extns with no issues - We also tried transferring a call through the SIP trunk to an external number (as previously tested) and this worked fine - Only issue is the obvious were we cannot transfer a call through the SIP trunk to a cisco extn. Ththey are still looking into this but i am more than happy to run captures - Only issue is as mentioned previously i do not have the credentials to login throiugh SSH??