Phone keeps on ringing after transferring the call on CME 4.1

[Imran Khan]

When we recieve an external call and a person tries to transfer the call (without consultative transfer), the person who transfers the call can still hear the ringing sound even after the call has been completely transfered and the other person has picked it up. This has happened on 2 different CME routers. It just started happening and didnt use to happen before and it only appears to affect one phone.

I would really appreciate if someone can guide me in the rite direction.

Thanks,

Imran.

[Mili Daftary-Shah]

topo:

ip phone---CME----pri ?---fxo?----PSTN

The issue is for an incoming (external) call on an ip phone and the user tries to do a blind transfer to an internal extension...the ip phone keeps hearing ringing. ??

1.Send me the configs of CME - sh run / sh ver / sh telephony-service

2. Does this happen on all calls ??

Let me know the above

Thanks

Mili

[Imran Khan]

Yes Mili, the issue is for incoming external call (not internal call) and when the user do a blind transfer. It only happens on one extension. I have tried another phone on the same extension and it does the same thing. I have tried deleting and creating the ephone-dn again but that does not help. I have tried the same phone on another extension and we did not have the same issue.

To start from the begining, we actually got a call from a customer saying that when she does a blind transfer, the phone keeps on ringing in her ear. We brought that phone in our office and tried it on one of our sales peoples extension and it started doing it. We then thought that might be the issue with the phone, so we changed the sales person phone back to the original one but now the sales person is having the same problem on his phone as well now.

Both, client and our topology is the same.

ip phone---CME---SIP Provider----PSTN

I am attaching the show run commands you requested as well. The problem we are having is with the ephone 2.

Thanks for your help.

Imran.

[Mili Daftary-Shah]

Apologies for the delay in the response....somehow this thread got burried in my emails.

Is the issue still occuring ??

You mention that you have changed phone types and the issue remains on ephone 2 - ephone-dn 11 ?

ephone-dn  11  dual-line
number 102 secondary 442081501119
pickup-group 100
label 102
description Rob Coleman
name Rob Coleman
call-forward busy 300
call-forward noan 300 timeout 18
hold-alert 30 originator
!

ephone  2
device-security-mode none
description Rob
mac-address 0019.305D.34AE
username "rob" password cisco
type 7941
keep-conference
button  1:11 2o8,9

- have you tried doing consult transfer and does that work ? I see that the telephony-service the system is configured for "transfer-system full-consult "

- Can you please send me " sh ephone phone-load " to see whats the phone load on the ephone 2

- enable the below debugs and send to me for the issue

debug voip ccapi inout

debug ephone det mac-add x.x.x

[Audy Bautista]

I'm having this EXACT same problem on a UC560.  This has been happening for weeks, and the client is about to through the system out of the window if this cannot be resolved.  Any fix for this?  I opened up a support case with Cisco, but the engineer has not been able to resolve.  Anyone got any ideas?

[Imran Khan]

Hi Audy,

The problem has not been resolved yet and the situation is similar to yours. The customer will throw the solution away if it is not resolved. This is not the only issue we had, we had a lot of issues and we had to find a lot of work arounds for it. I also opened a case and tried to resolved the issue but without any success. We are planning to move our customers away from cisco solution.

Thanks.

[Mili Daftary-Shah]

Hi Audy / Imran

I am the TME for CME / CUE and so please give me your phone number so we can resolve this over a phone call.

My contact # is 408-853-4376.

I would like to understand the situation and bring a resolution.

Thanks

Mili

[Mili Daftary-Shah]

Hi Imran

I worked with Audy and we figured that the configuration " call-waiting ring" under the ephone-dn was the trigger of the ringing issue.

Please let me know if you have the same issue or not.

Thanks

Mili

[Imran Khan]

Hi Mili,

Sorry could not get back to you earlier as I was busy on some other stuff. Do we have to apply the command under ephone-dn? At the moment the ephone-dn looks like as follows:

ephone-dn  3  dual-line
number 103 secondary 442089772148
pickup-group 100
label 103
description Imran Khan
name Imran Khan
call-forward busy 300
call-forward noan 300 timeout 18
no huntstop

Will wait for your response.

Thanks,

Imran.

[Mili Daftary-Shah]

Hi Imran

I dont see the "call-waiting ring" confiuration on your ephone-dn. Can we have a call tomorrow so I can understand your problem description better and see if its similar to Audy.

My contact # is 408-853-4376

Thanks

Mili

[Imran Khan]

Hi Mili,

Thanks a lot for your reply. I work Monday to Friday between 9 to 5:30 GMT. Is it possible to arrange a call on Tuesday as there is easter break at the moment. My number is 00 44 208 977 2148.

Just to update that the problem is intermittent and does not happen every time.

Thanks,

Imran.

[David Trad]

Hi There,

I have this exact same problem as well, this has only happened since I upgraded the system to 15.1, if I downgrade the system to 22(YB) the issue goes away.

I am fairly confident that this is a bug in the latest IOS

I have a very very very angry client on my hands now, and downgrading is not an option right now, the receptionist will not stop calling asking if the problem is fixed I am seriously ready to explode over this single issue.

However just to make sure I will outline the problem I am having to compare with everyone else's:

• Call comes in on the PRI
• Receptionist takes the call
• Caller wants to speak to person XYZ
• Receptionist Presses the "TransFr" Key, hear an incoming call and presses the "TransFr" key again to turn it into a Blind Tranfers instead of a consultative one
• Receptionist picks up the second incoming cal
• During the call the Receptionist and the caller can still hear the ringing of the transferred call
• If the internal extension picks the call up it stops ringing

To me it sounds like a conference bridge is taking place, although maybe not quite like that, but it ends up becoming like a 3 way conference call, with the exception of the internal extension not picking up the call, but whilst it is in the ringing state, cause as soon as the internal extension picks up the call or VM does, the bridge is closed of.

I have hit a brick wall on this, I am dreading opening up a TAC case on this one as testing is very limited due to how busy this company is, being a multi national the rate of incoming calls is very high.

NOTE: This is happening on a 2800 ISR, but it is also happening on a UC520 as well, although with the UC520 i just changed it to blind transfer only and the problem went away, the client was ok with that option, it is once you wanted full consult and Blind options at the same time the issue raises its ugly head.

If anyone has a solution for this it would be great, I would prefer not going down the work around path as I am limited with options of what I can do so a fix is really what I am after.

Cheers,

David.

[Mili Daftary-Shah]

Hi David

So you upgraded to 15.0(1)XA or 15.0(1)M ? CME 7.1 or CME 8.0 ?

One of the customers got the issue resolved by upgrading the firmware on the phone

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/requirements/guide/cme80spc.htm

is it compatible with the CME version ?

Thanks

Mili

[David Trad]

Hi Mili,

So you upgraded to 15.0(1)XA or 15.0(1)M ? CME 7.1 or CME 8.0 ?

The current IOS is "15.0(1)XA" and is CME version "8".

I have installed the latest Phone Load for that specific phone, that was the first thing I tried based upon a suggestion from my local Cisco contact, I then changed the phone from a 7961 to a 7965, also upgraded the phone load on that phone and the issue still remained.

Today i removed the "Transfer-Digit-Collect" command from telephony-services and it partially resolved the problem.

The issue still happens but now only when she transfers calls over the WAN link to another CME, the internal calls do not suffer this issue since removing the above code, so I am have no idea what is going on anymore.

This issue is causing many gray hairs, and i think it will now begin to cause hair loss

Cheers,

David.

[Mili Daftary-Shah]

This looks like a bug.

you have provisioned the system for "consult transfer" or "blind transfer"

send me " sh telephony-service"