CM 5.2.1: CDR is not working on only one digital extension

Doc ID		SOLN273484
Version:		1.0
Status:		Published
Published date:		14 Aug 2015

Author:

Bala Alagirisamy

Details

Site details:
R015x.02.1.016.4 on a Simplex S8500 server
02.1.016.4-19880 [SP-13]

Customer is using Metropolis call accounting system to view CDR records for the digital extensions.
All CDR data not being passed to their Metropolis call accounting system for extension 5947
Extension 5947 calls VDN 5762 or 5799 and no records are sent. I can both VDN's using extensions 5824 or 5828 at it works just fine. Additionally, external calls were made today to 304-536-1860, 281-814-5009, 713-371-0032, 909-599-0961.We haven't made any changes to the system.

Problem Clarification

Problem with only one digital extension 6416D+.

Working scenario:
Digital extn 5947 dails the VDN and it goes to an agent and customer can see that in Metropolis call accounting system. CM just dumps the raw data and we can view that in Metropolis...
All other digital extensions worked except 5947. Checked the station form, all are same.

Ran a quick list trace and can able to see the VDN's dailed by 5947 and wait time is set to 2 secs on vectors as well.

Cause

Cause is Unknown ..

Troubleshooting steps done:
1. busyout and release the station.
2. swapped the phone with the working one..
3. Register the phone to a different digital board.
4. disabled and enabled the reliable protocol used for cdr link... [service affecting- customer won't be able to view the records until its enabled]
5. Busyout, reset and release the CLAN board.

All the above steps did not resolve the issue.

Solution

Advised customer to remove the station and add it again in CM, which resolved the issue and customer can able to view the records in Metropolis call accounting system . . !

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