Troubleshoot Hunt Groups on CUCME
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Contents
Introduction
This document describes how to troubleshoot hunt-groups on Cisco Unified Communications Manager Express (CUCME).
Background Information
Hunt groups allow incoming calls to a specific number (pilot number) to be directed to a defined group of extension numbers.
Incoming calls are redirected from the pilot number to the first extension number as defined by the configuration. If the first number is busy or does not answer, the call is redirected to the next phone on the list. A call continues to be redirected on busy or no answer from number to number in the list until it is answered or until the call reaches the number that is defined as the final number.
Add or Remove Extension From a Hunt-Group
In order to add or remove an extension from the hunt-group use these configuration set:
Router#voice hunt-group 35 parallel Router#final 097 Router#list 885,886, <add new DN/ remove DN > Router#timeout 30 Router#statistics collect Router#pilot 035 Router#preference 2 secondary 2
Extension Unable To Logout From Hunt Group
If an extension is unable to logout of the hunt-group, go ahead, redo the configuration of the ephone or the voice register pool, and reset the phone. Ensure that you recreate the configuration files as well.
Extension Is Logged Out Of The Hunt Group
- Gather the affected extension number and the hunt-group information from the end user.
- Login to the Call Manager Express router and get these outputs:
For SCCP Phones
Step 1. Collect the following show outputs show ephone-hunt or show ephone-hunt summary or show ephone-hunt <hunt group tag> to identify the ephone-dn’s which are part of that hunt-group.
Router#show ephone-hunt Group 1 type: peer pilot number: 450, peer-tag 20123 list of numbers: 451, aux-number A450A0900, # peers 5, logout 0, down 1 peer-tag dn-tag rna login/logout up/down [20122 42 0 login up ] [20121 41 0 login up ] [20120 40 0 login up ] [20119 30 0 login up ] [20118 29 0 login down] 452, aux-number A450A0901, # peers 4, logout 0, down 0 peer-tag dn-tag rna login/logout up/down [20127 45 0 login up ] [20126 44 0 login up ] [20125 43 0 login up ] [20124 31 0 login up ] 453, aux-number A450A0902, # peers 4, logout 0, down 0 peer-tag dn-tag rna login/logout up/down [20131 48 0 login up ] [20130 47 0 login up ] [20129 46 0 login up ] [20128 32 0 login up ] 477, aux-number A450A0903, # peers 1, logout 0, down 0 peer-tag dn-tag rna login/logout up/down [20132 499 0 login up ] preference: 0 members initial state: logout preference (sec): 7 timeout: 3, 3, 3, 3 max timeout : 10 hops: 4 next-to-pick: 1 E.164 register: yes auto logout: no stat collect: no
Router# show ephone-hunt summary Group 1 type: peer pilot number: 5000 list of numbers: 5001 5002 5003 5004 5005 final number: 5006 preference: 0 members initial state: logout timeout: 180 hops: 2 E.164 register: yes
Gather ephone details :
Router#show ephone | b <Directory Number/ Extension Number> ephone-461[460] Mac:203A.0722.54F3 TCP socket:[67] activeLine:1 whisperLine:0 REGISTERED in SCCP ver 22/17 max_streams=5 mediaActive:1 whisper_mediaActive:0 startMedia:1 offhook:1 ringing:0 reset:0 reset_sent:0 paging 0 debug:0 caps:9 IP:10.128.182.90 * 51189 7965 keepalive 106099 max_line 6 available_line 3 HuntGroupLogout button 1: cw:1 ccw:(0 0) dn 203 number 461 CH1 CONNECTED CH2 IDLE huntGroupLogout button 2: cw:1 ccw:(0 0) dn 204 number 461 CH1 IDLE CH2 IDLE button 3: cw:1 ccw:(0 0) dn 205 number 461 CH1 IDLE CH2 IDLE speed dial 1:2548876 speed dial 2:6567710 speed dial 3:6528989 Preferred Codec: g711ulaw Lpcor Type: none Active Call on DN 203 chan 1 :461 10.128.182.90 22082 to 10.121.128.90 2000 via 10.128.182.90 G729 30 bytes no vad Tx Pkts 10663 bytes 447846 Rx Pkts 10663 bytes 447846 Lost 0 Jitter 0 Latency 0 callingDn -1 calledDn -1 (media path callID 2799007 srcCallID 2799009)
Gather hunt-group details:
Router#sh ephone-hunt 1 Group 1 type: longest-idle pilot number: 001, peer-tag 20682 list of numbers: A482, aux-number A001A0000, # peers 1, logout 0, down 0 on-hook time stamp 3334171983, off-hook agents=1 peer-tag dn-tag rna login/logout up/down [20681 252 0 login up ] A454, aux-number A001A0001, # peers 1, logout 1, down 1 on-hook time stamp 3334166112, off-hook agents=0 peer-tag dn-tag rna login/logout up/down [20683 223 0 logout down] *, aux-number A001A0002, # peers 1, logout 0, down 1 on-hook time stamp 3327356688, off-hook agents=0 peer-tag dn-tag rna login/logout up/down [20684 0 0 - down] only one agent available! preference: 8 preference (sec): 7 members initial state: logout timeout: 300, 300, 300 max timeout : 10000 description: (Phone Center) display-logout: Night Service Active present-call: onhook-phone hops: 1 E.164 register: yes auto logout: no stat collect: no number of calls in queue: 0 callqueue display: continuously debug: no
Step 2. Redo the Hunt group configuration, or if there is a complain that only one phone is logged-out of the hunt group, then re-configure the Directory Number (DN) and try to reset the phone.
Router#config)#no ephone-dn XYZ //Remove the ephone-dn configuration// Router#config)#ephone-dn XYZ//Add the ephone-dn back again// Router#(config)#no ephone ABC //Remove the ephone configuration// Router#(config)#ephone ABC //Add the ephone back again, one command at a time// Router#(config-ephone)# device-security-mode none Router#(config-ephone)# mac-address AAAA.BBBB.CCCC Router#(config-ephone)# ephone-template 1 Cannot update the CNF file for phone-ABC with type (0) The ephone template tag has been changed under this ephone, please execute create cnf-files under telephony-services and restart or reset ephone to take effect. Router#(config-ephone)# speed-dial 1 YYYYYYY Router#(config-ephone)# speed-dial 2 XXXXXXX Router#(config-ephone)# speed-dial 3 NNNNNNN Router#(config-ephone)# no auto-hold newline Router#(config-ephone)# type 7965 Router#(config-ephone)# button 1:203 2:204 3:205 Router#(config-ephone)#telephony-service Router#(config-telephony)#create cnf-files Creating CNF files Router#(config-telephony)#end Router##wr Router##show ephone | b -461 //Verify the ephone configuration with the pre-check// ephone-461[460] Mac:203A.0722.54F3 TCP socket:[67] activeLine:0 whisperLine:0 REGISTERED in SCCP ver 22/17 max_streams=5 mediaActive:0 whisper_mediaActive:0 startMedia:0 offhook:0 ringing:0 reset:0 reset_sent:0 paging 0 debug:0 caps:9 IP:10.128.182.90 * 50357 7965 keepalive 0 max_line 6 available_line 3 button 1: cw:1 ccw:(0 0) dn 203 number 461 CH1 IDLE CH2 IDLE button 2: cw:1 ccw:(0 0) dn 204 number 461 CH1 IDLE CH2 IDLE button 3: cw:1 ccw:(0 0) dn 205 number 461 CH1 IDLE CH2 IDLE speed dial 1:2548876 speed dial 2:6567710 speed dial 3:6528989 Preferred Codec: g711ulaw Lpcor Type: none
For SIP Phones
- Collect the following show outputs show voice hunt-group or show voice hunt-group brief or show voice hunt-group <hunt group tag> to identify the ephone-dn which are part of hunt-group.
Router# show voice hunt-groupGroup 1 type: longest-idle preference: 0 preference (sec): 0 timeout: 0 final_number: 1Group 34 type: parallel pilot number: 3, peer-tag 2147483647 secondary number: 4, peer-tag 2147483646 preference: 0 preference (sec): 0 timeout: 0 final_number: Router##show voice hunt-group 42 Group 42 type: parallel pilot number: 042, peer-tag 2147483618 secondary number: 642, peer-tag 2147483617 list of numbers: Member Used-by State Login/Logout====== ======= ===== ============461 461 up logout 462 462 up login 386 386 up login 885 885 up login 886 886 up login preference: 2 preference (sec): 2 timeout: 30 final_number: 097 stat collect: yes phone-display: no
- Redo the hunt-group configuration:
Router#(config)#no voice hunt-group 42 parallel //Remove the hunt-group config// Router#(config)#voice hunt-group 42 parallel //Redo the hunt-group config// Router#(config-voice-hunt-group)# final 097 Router#(config-voice-hunt-group)# list 461,462,386,885,886 Router#(config-voice-hunt-group)# timeout 30 Router#(config-voice-hunt-group)# statistics collect Router#(config-voice-hunt-group)# pilot 042 secondary 642 Router#(config-voice-hunt-group)# preference 2 secondary 2 Router#(config-voice-hunt-group)#end Router##wr Building configuration... Router#show voice hunt-group 42 //Verify the hunt-group config// Group 42 type: parallel pilot number: 042, peer-tag 2147483618 secondary number: 642, peer-tag 2147483617 list of numbers: Member Used-by State Login/Logout ====== ======= ===== ============ 461 461 up login 462 462 up login 386 386 up login 885 885 up login 886 886 up login preference: 2 preference (sec): 2 timeout: 30 final_number: 097 stat collect: yes phone-display: no
- Place a few test calls and check for the resolution.
Router#show ephone ringing
Or
Router#show voice register pool ringing
Contributed by Cisco Engineers
- Nikhil P CCisco TAC Engineer
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