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Phone keeps on ringing after transferring the call on CME 4.1

iik786@hotmail.co.uk

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.

  • 1. Re: Phone keeps on ringing after transferring the call on CME 4.1
    mdaftary

    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

  • 2. Re: Phone keeps on ringing after transferring the call on CME 4.1
    iik786@hotmail.co.uk

    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.

  • 3. Re: Phone keeps on ringing after transferring the call on CME 4.1
    mdaftary

    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

  • 4. Re: Phone keeps on ringing after transferring the call on CME 4.1
    audy@rfa.com

    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?

  • 5. Re: Phone keeps on ringing after transferring the call on CME 4.1
    iik786@hotmail.co.uk

    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.

  • 6. Re: Phone keeps on ringing after transferring the call on CME 4.1
    mdaftary

    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

  • 7. Re: Phone keeps on ringing after transferring the call on CME 4.1
    mdaftary

    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

  • 8. Re: Phone keeps on ringing after transferring the call on CME 4.1
    iik786@hotmail.co.uk

    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.

  • 9. Re: Phone keeps on ringing after transferring the call on CME 4.1
    mdaftary

    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

  • 10. Re: Phone keeps on ringing after transferring the call on CME 4.1
    iik786@hotmail.co.uk

    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.

  • 11. Re: Phone keeps on ringing after transferring the call on CME 4.1
    wicomoz@hotmail.com

    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.

  • 12. Re: Phone keeps on ringing after transferring the call on CME 4.1
    mdaftary

    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

  • 13. Re: Phone keeps on ringing after transferring the call on CME 4.1
    audy@rfa.com

    I have the same issues on a UC560 and UC520 except:

     

    • During the call the Receptionist and the caller can still hear the ringing of the transferred call

    - in my case only the receptionist here's the ringing

     

    • If the internal extension picks the call up it stops ringing

     - the ringing continues regardless even if I transfer the call AND with the first call on hold, and also when I pick up the first call. Receptionist hears the ringing the whole time

     

    Client e-mails me every single day to vent. Been working with Cisco support, but nothing yet. Next step is to run some ephone debugging which I will do on Friday.

     

     

    Audy Bautista

    Network Infrastructure & Security Team (NIST)

    Richard Fleischman & Assoc., RFA

    http://www.rfa.com

    Technology Consulting / Business Continuity Services

    Cell: 646-210-0935

    Direct: 212-659-4833

    ServiceDesk / NOC: 212-867-4600

  • 14. Re: Phone keeps on ringing after transferring the call on CME 4.1
    mdaftary

    What IOS and CME version ? and phone firmware ?

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