To be honest Ahmed, there is

Ahmed Khalefa · ‎08-01-2016

Hello All,

One of our customers has UCCX "11.0.1.10000-75" in HA Mode .

recently , the customer is complaining from a strange issue , randomly , a Call comes into the system , and it rings multiple agents in sequence with 1 second in between , so each agent will have his state changed from "READY" to "RESERVED" then to "READY" again ..

to explain in more details :

below is the output from the report : Detail Call CSQ Agent Report ,

the CCX sees this call as multiple calls , as the Node ID is not the same across them ..

The duration for all those calls is 32 seconds .. this can be seen from the CUCM CDRs , also from the Start and End times

Node ID - Session ID - Sequence No

Call Start Time

Call End Time

Contact Disposition

Originator DN (Calling Number)

Destination DN

Called Number

Application Name

CSQ Names

Queue Time

Agent Name

Ring Time

Talk Time

Work Time

1-21000045269-0

24-07-16 11:29:27

24-07-16 11:29:59

1

XXX25555450

7915

7901

CSQ

0:00:01

Agent1

0:00:01

0:00:00

1-21000045270-0

24-07-16 11:29:28

24-07-16 11:30:00

1

XXX25555450

7907

7901

CSQ

0:00:01

Agent2

0:00:01

0:00:00

1-21000045271-0

24-07-16 11:29:29

24-07-16 11:30:01

1

XXX25555450

7914

7901

CSQ

0:00:01

Agent3

0:00:01

0:00:00

1-21000045272-0

24-07-16 11:29:30

24-07-16 11:30:02

1

XXX25555450

7908

7901

CSQ

0:00:01

Agent4

0:00:01

0:00:00

1-21000045273-0

24-07-16 11:29:31

24-07-16 11:30:03

1

XXX25555450

7913

7901

CSQ

0:00:01

0:00:00

1-21000045274-0

24-07-16 11:29:33

24-07-16 11:30:05

1

XXX25555450

7909

7901

CSQ

0:00:01

Agent5

0:00:00

1-21000045275-0

24-07-16 11:29:33

24-07-16 11:30:05

1

XXX25555450

7921

7901

CSQ

0:00:01

0:00:00

1-21000045276-0

24-07-16 11:29:34

24-07-16 11:30:06

1

XXX25555450

7912

7901

CSQ

0:00:01

0:00:00

Even further , the IVR Script is simple , it is Welcome Message > Select CSQ .. the length of the Welcome message is 30 seconds ( not interruptible ) .. So , it means that those calls were routed to available agents directly after the 30 seconds of the Welcome message, then routed to all those agents at nearly the same time ..

I have double-checked the CSS / PT for proper routing .. Inbound VGW ( or Trunk ) > CTI RP > CTI Port > Agent DN ..
and all seems correct .. also , the problem doesn't happen all the time ...

can any one suggest a cause for such issue ??

Deepak Rawat · ‎08-01-2016

To be honest Ahmed, there is not a specific thing that you can check and it will resolve this issue. This will require extensive log analysis so that the root cause can be determined that why this kind of thing happened. You should be contacting TAC so that they can enable the MIVR and Jtapi logs on the server so that if issue happens next time they can collect the logs and can provide the RCA.

Regards

Deepak

Ahmed Khalefa · ‎08-02-2016

Hello Deepak,

Thanks for your reply .. actually , I have already another SR with TAC for same customer , with reporting issues also ..

I am gonna try to install ES06, as a desperate measure .. though this problem might not be related to CCX more than CUCM or even the originating party of the call ..

I am gonna enable some SIP Traces for the CUCM , and try to find if there was a multiple calls received from the PSTN Trunk , so at least to isolate the issue ..

Thanks A lot,
Ahmed Salah

Ahmed Khalefa · ‎09-20-2016

This is an update for this issue .. So , I enabled the Traces on the CUCM Nodes , and got them .. the output is like below :

- the CUCM Node actually received multiple calls at the same time ( with 2 seconds difference ) , from the same ANI

- The disconnect cause code is always from the VGW ( Origin ) side .. with normal call clearing ..

So , to modify the question , is there any thing on the VGW that could cause such issue ? .. the VGW is added as H.323 device , and the PSTN Connection is done through an E1 ( ISDN ) .

Thanks A lot,
Ahmed Salah

UCCX 11 Ghost Call at Multiple Agents