Troubleshooting DPNSS to Cisco CallManager

Problems after call transfers

There may be a problem with the Route Optimization feature.

In Cisco EGW Administration, check the EGW Routing Number in T1/E1 Span Properties:

1. Click Media Gateways and open the desired DPNSS gateway.
2. Click T1/E1 Spans and select the desired span.
3. Click the Properties button. The Properties window opens.
4. Check if EGW Routing Number is configured. Route optimization is enabled only if this property is configured. If it is not, then the service is not enabled for the given signalling path.
   

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In Cisco EGW Administration, check the following:

1. Check whether there are alarms for either the CTI manager or AXL server:

• Click Alarms.
• In the alarm list under the EGW Component, CTI manager alarms appear in the form ctimgr1 and AXL server alarms appear in the form axlsvr1 where ctimgr1 or axlsvr1 is the name you gave to the component when you created it.

2. If there is an alarm (such as FAIL) for the component, check the Signalling Status in the CTI Managers or AXL Server window:

• Click CTI Managers or AXL Server and select the desired CTI manager or AXL server.
• Check Signalling Status. If the component is out of service, verify that the CTI Manager or AXL Server User Name and Password match that on the Cisco CallManager.

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After a Cisco EGW active-to-standby switchover, any Call Back previously activated from an IP phone will fail (although it appears to be activated), and the IP phone user cannot cancel the CallBack (CSCeg19168).

Workaround for the IP phone user:

Exit the Call Back screen without trying to cancel, and rebook the Call Back. You can cancel the new Call Back if desired.

Note: The original Call Back will automatically be deleted from the database after 30 minutes.

For Cisco EGW to handle Call Back features, you must deactivate the features in Cisco CallManager. How you do this depends on your version of Cisco CallManager.

To Deactivate Call Back in Cisco CallManager 4.1

1. From the Cisco CallManager Administration window, choose Service > Service Parameters. The Service Parameters Configuration window appears.
2. From the dropdown Server list, choose your server, and from the dropdown Service list, choose Cisco CallManager. The Service Parameters Configuration window displays parameters for Cisco CallManager.
3. Scroll down to Clusterwide Parameters (Feature - Call Back) and ensure that Callback Enabled Flag is set to False. If the current setting is True, select False from the dropdown list.
4. Return to the top of the window (shortcut: Ctrl+Home) and click Update. The updated parameter is applied.
5. When the update is complete, restart Cisco CallManager:
   1. From the Windows Start menu, choose Programs > Administrative Tool, then choose Services.
   2. From the Services menu, choose Cisco CallManager.
   3. Click Action > Restart.

   Cisco CallManager restarts with the Call Back Enabled feature disabled.

To Deactivate Call Back in Cisco CallManager 4.0(x)

Follow the steps in "Deactivating Cisco CallManager Services" in the Services Activation chapter of the Cisco CallManager Serviceability Administration Guide. In Step 4, uncheck Cisco Extended Functions (CEF).

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For this feature to work, in Cisco EGW Administration you must set the Media Gateway > T1 and E1 > Properties "Trigger for SDP Transmit to H.323" to Answer, rather than the default Address Complete.

Note: If you set the trigger to Answer and you are also using either of the following methods for PSTN access to Cisco CallManager:

• a connected PBX
• the Cisco EGW 2200 ( PSTN Interconnect application)

then forwarded calls to busy or unanswered PSTN numbers will get a ring tone instead of the inband busy tone or announcement.

In the first case, you can avoid the problem by setting the PBX to not allow in-band Q.931 information to pass through to the DPNSS network. If you cannot do this, change the point of PSTN access to the Cisco Call Manager. There is no workaround for the second case; we do not recommend using PSTN Interconnect if you want full CFNA interworking.

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In Cisco EGW Administration, be sure you have configured the AXL Server properties this way:

• For AXL Server Username, enter the Windows administrator user name (i.e. Administrator) as configured on Cisco CallManager.
• For AXL Server Password, enter the Windows administrator user password.

For other problems, refer to the "AXL Troubleshooting " chapter, especially the Post-Installation Checklist, in the Cisco CallManager API Troubleshooting Guide.

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