Some inbound calls drop after 4-5 minutes of talking with agent UCCX

[Kamil Abdullin]

Hi!

Our client have the problem with Cisco UCCX.
Sometimes inbound calls are unexpectedly drop after 4-5 minutes of talking with agent. And some calls with duration more than 5 minutes are OK.

All other calls to CUCM it's Ok. Problem only with calls to UCCX.

Operators are working in Finesse and using Cisco IP Communicator 8.6.5.
The software use UCCX 10.6 and CUCM 10.5

Can you help with this problem, please?

[Deepak Rawat]

Kamil, this is not an UCCX issue since once the call is connected to agent, UCCX is no where in the picture. At this point, RTP is directly established between the endpoints i.e., Agent phone and GW as normally happens for any call. When you say "Problem only with calls to UCCX", I would look into it more from the agents phone perspective such as where they are located, what DP they are using, media resources etc, compare it then with a good known working phone/location and troubleshoot it that way.

Regards

Deepak