Cisco Unified Customer Voice Portal

Document ID: 45220

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Introduction

This document explains why you can hear a modem tone (high-pitched noise) when you use a cell phone from a particular country through the Cisco Public Switched Telephone Network (PSTN) when using Cisco Internet Service Node (ISN).

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Intelligent Contact Management (ICM)

• Networking configuration (Gateway and Gatekeeper IOS®)

• Cisco ISN

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM version 4.6.2

• Cisco ISN 2.0

• Cisco AS5400 Gateway IOS 12.2.(13)

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

In this situation, cell phone callers from Ontario, Canada receive a modem tone when they dial in through the Cisco PSTN to reach a company that uses Cisco ISN 2.0.

Test calls made from other parts of the country and the United States that use a cell phone did not produce the modem tone.

A show run IOS configuration command of the Cisco AS5400 pinpointed the problem. The following are excerpts of the IOS configuration:

show run
Building configuration...
Current configuration : 13353 bytes
!
version 12.2
service timestamps debug datetime msec localtime
service timestamps log datetime msec localtime
service password-encryption
!
hostname testAS5400_1
!
boot system flash flash:c5400-is-mz.122-13.T3.bin
no boot startup-test
!
!
!
!
!
!
!
!
dial-peer voice 1 pots 
destination-pattern .... 
port 7/0:D
!

In this example, the problem is the Plain Old Telephone Service (POTS) dial-peer configuration. The calls that fail do not have an Automatic Number Identification (ANI) or call numbers provided by the particular PSTN from where the cell call originates. This forces the AS5400 Gateway to think that the call is a modem call due to the configuration destination-pattern..., thus it generates a modem tone (high pitch) back to the cell phone caller.

Solution

Add this line to the Cisco AS5400 IOS configuration under the dial-peer voice 1 ports section to correct this problem:

• incoming called-number....

This forces all calls, regardless of origin, in the Cisco PSTN to match that peer and then to Voice over IP (VoIP) the calls out to the appropriate scripts.

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