CM: Call coverage does not work on the Virtual extension.

Doc ID    SOLN284834
Version:    5.0
Status:    Published
Published date:    24 Jan 2019
Created Date:    01 Mar 2016
Author:   
te2
 

Details

Customer cannot get call coverage to work on a virtual extension to a Cgroup,then to Voice mail.
Customer makes call to his Virtual Extension and it takes the coverage path and it rings on the point 1 which is an extension, if no answer it will take point 2 which is a coverage answering group and if that does'nt answer it should take the point 3 which is hunt group 99 and from there the call should reach the voicemail system.

Virtual Extension ==> coverage path ==> point 1 (4 ring - no answer) ==> point 2 (c-group - 3 ring- no answer) ==> point 3 (hunt group 99) ==> Voicemail

COVERAGE POINTS
    Terminate to Coverage Pts. with Bridged Appearances? n
  Point1: xx-xxx        Rng: 4  Point2: c72            Rng: 3
  Point3: h99            Rng:    Point4:
  Point5:                        Point6:
 

 

 

Problem Clarification

The call reaches the Coverage Path and it follows the coverage points and at last point CM gets Denial Event from Voice mail side. and customer can see that the extension keeps on ringing.

Cause

Took a list trace for the test calls good and Bad and found that the call reaching the point 3 in the coverage path and CM is getting a Denial event from the Voice mail side

In Good call

 

After reaching the point 3 the call is successfully routed to voicemail as we can see the SIP invite is sent from the CM and the Trying and Ringing message is received from  the voicemail side and the session is established successfully

 

 

 

 

Good Call

09:44:05     coverage-path  52 point 3    cid 0x47

09:44:05     call-forwarding XXXXX

09:44:05     term trunk-group 99      cid 0x47

09:44:05     call-forwarding XXXXX

09:44:05     route-pattern  190 preference 1 location ALL  cid 0x47

09:44:05     seize trunk-group 99 member 91    cid 0x47

09:44:05     Calling Number & Name NO-CPNumber NO-CPName

09:44:05 SIP>INVITE sip:XXXX@sip.XXXX.com SIP/2.0

09:44:05     Call-ID: 80ca81f911dae51704e5426ac000

09:44:05     Setup digits XXXXX

09:44:05     Calling Number & Name XXXXXXXXXX NO-CPName

09:44:05 SIP<SIP/2.0 100 Trying

09:44:05     Call-ID: 80ca81f911dae51704e5426ac000

09:44:05     Proceed trunk-group 99 member 91    cid 0x47

09:44:05 SIP<SIP/2.0 180 Ringing

09:44:05     Call-ID: 80ca81f911dae51704e5426ac000

09:44:05 SIP>PRACK sip:XXXXX@XX.XX.XX.XX;transport=tcp SIP/2.0

09:44:05     Call-ID: 80ca81f911dae51704e5426ac000

09:44:05     Alert trunk-group 99 member 91    cid 0x47

09:44:05     G711MU ss:off ps:20

             rgn:250 [10.244.150.51]:2068

             rgn:1 [10.192.37.50]:2068

09:44:05     xoip options: fax:PT modem:off tty:US  uid:0x50089

             xoip ip: [10.192.37.50]:2068

09:44:05 SIP<SIP/2.0 200 OK

09:44:05     Call-ID: 80ca81f911dae51704e5426ac000

09:44:05 SIP<SIP/2.0 200 OK

09:44:05     Call-ID: 80ca81f911dae51704e5426ac000

09:44:05 SIP>ACK sip:XXXXXX@XX.XXX.XX.XX;transport=tcp SIP/2.0

09:44:05     Call-ID: 80ca81f911dae51704e5426ac000

 

 

But in bad call Scenario , call is hitting the point 3 as per the configuration and SIP INVITE is sent from CM and after trying Message the voicemail is sending and error message to CM so the session will not be established.

 

 

 

Bad Call

09:53:15     coverage-path  51 point 3    cid 0x6c

09:53:15     call-forwarding XXXXXX

09:53:15     term trunk-group 99      cid 0x6c

09:53:15     call-forwarding XXXXX

09:53:15     route-pattern  190 preference 1 location ALL  cid 0x6c

09:53:15     seize trunk-group 99 member 98    cid 0x6c

09:53:15     Calling Number & Name NO-CPNumber NO-CPName

09:53:15 SIP>INVITE sip:XXXXX@sip.XXXXXX.com SIP/2.0     ç=== ( INVITE Sent from CM )

09:53:15     Call-ID: 80f4234013dae51874f5426ac000

09:53:15     Setup digits XXXXX

09:53:15     Calling Number & Name XXXXXXXXXX NO-CPName

09:53:15 SIP<SIP/2.0 100 Trying                                                  ç===( Trying Received from Voicemail)

09:53:15     Call-ID: 80f4234013dae51874f5426ac000

09:53:15     Proceed trunk-group 99 member 98    cid 0x6c

09:53:55 SIP<SIP/2.0 480 Temporarily Unavailable (user not registered) ç===( Error message received from Voicemail )

09:53:55     Call-ID: 80f4234013dae51874f5426ac000

09:53:55 SIP>ACK sip:XXXXX@sip.XXXXX.com SIP/2.0                                        ç===( Acknowledgement sent for the Error Message from CM to voicemail )

09:53:55     Call-ID: 80f4234013dae51874f5426ac000

09:53:55     denial event 1181: User alerting, no answer D1=0x830064 D2=0x213 ç===( Denial Event seen in the Trace )

09:53:55     idle trunk-group 99 member 98    cid 0x6c

 

 

Solution

Check the Voice mail configuration: if  there is a caller id conflict in the Voice mail system, this issue can occur.

Additional Relevant Phrases

Caller name and number was not showing in the list trace and Pub-Unknown numbering was also found mis-configured, Causing the issues. call does not go to coverage when extension is not registered

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