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Unity Connection TIMG/PIMG Calls Roll to the Opening Greeting

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Updated:November 11, 2014
Document ID:118444

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

Introduction

T1 Media Gateway (TIMG) and PBX IP Media Gateway (PIMG) devices are used in order to allow PBXs to use Unity Connection as their voicemail system. The communication from TIMG/PIMG to Unity Connection is via Session Initiation Protocol (SIP). The communication from PBX to Unity Connection is via Time-Division Multiplexing (TDM).

This document describes an issue that might be encountered with this type of integration.

Problem

Unity Connection is configured to work with TIMG in order to integrate with PBX. When you call a PBX and Ring No Answer or Call Forward All to voicemail, the call goes to the Opening Greeting instead of to the voicemail greeting.

Traces show:

Note: Some parts of the trace have been re-organized to be easier to view.

TIMG composes a invite because it has received the physical call. However, at this point, TIMG has not received any call information from the PBX.

087:57.872 [VoIP      ] Prot     <----INVITE sip:Anonymous@14.48.13.103:5060 SIP/2.0
087:57.872 [VoIP      ] Prot     From:"Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
087:57.872 [VoIP      ] Prot     To:"Anonymous"<sip:Anonymous@14.48.13.103:5060>
087:57.872 [VoIP      ] Prot     Contact:<sip:14.48.13.115:5060>
087:57.872 [VoIP      ] Prot     Content-Type:application/sdp
087:57.872 [VoIP      ] Prot     Supported:replaces,early-session,100rel
087:57.872 [VoIP      ] Prot     Allow:INVITE,BYE,CANCEL,REFER,NOTIFY,OPTIONS,
REGISTER, INFO,ACK,PRACK
087:57.872 [VoIP      ] Prot     Expires:120
087:57.872 [VoIP      ] Prot     Call-ID:01B22816147E007E00000019@14.48.13.103
087:57.872 [VoIP      ] Prot     CSeq:1 INVITE
087:57.872 [VoIP      ] Prot     Max-Forwards:70
087:57.872 [VoIP      ] Prot     User-Agent:Voice Messaging
087:57.872 [VoIP      ] Prot     Via:SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bKC
621E66EBDE4CB89FF423B472071147B
087:57.872 [VoIP      ] Prot     Content-Length:219
087:57.872 [VoIP      ] Prot     
087:57.872 [VoIP      ] Prot     v=0
087:57.872 [VoIP      ] Prot     o=phone 3397 20425 IN IP4 14.48.13.115
087:57.872 [VoIP      ] Prot     s=-
087:57.872 [VoIP      ] Prot     c=IN IP4 14.48.13.115
087:57.872 [VoIP      ] Prot     t=0 0
087:57.872 [VoIP      ] Prot     m=audio 18698 RTP/AVP 0 101 13
087:57.872 [VoIP      ] Prot     a=rtpmap:0 PCMU/8000/1
087:57.872 [VoIP      ] Prot     a=ptime:30
087:57.872 [VoIP      ] Prot     a=rtpmap:101 telephone-event/8000
087:57.872 [VoIP      ] Prot     a=fmtp:101 0-15
087:57.872 [VoIP      ] Prot     a=rtpmap:13 CN/8000
087:57.872 [VoIP      ] Prot 
    
087:57.872 [VoIP      ] Prot     ---->SIP/2.0 100 Trying
087:57.872 [VoIP      ] Prot     From: "Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
087:57.872 [VoIP      ] Prot     To: "Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
087:57.872 [VoIP      ] Prot     Via: SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bKC
621E66EBDE4CB89FF423B472071147B
087:57.872 [VoIP      ] Prot     Expires: 120
087:57.872 [VoIP      ] Prot     Call-ID: 01B22816147E007E00000019@14.48.13.103
087:57.872 [VoIP      ] Prot     CSeq: 1 INVITE
087:57.872 [VoIP      ] Prot     Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,
REGISTER,SUBSCRIBE
087:57.872 [VoIP      ] Prot     Content-Length: 0
087:57.872 [VoIP      ] Prot     
087:57.888 [VoIP      ] Prot     
087:57.888 [VoIP      ] Prot     ---->SIP/2.0 180 Ringing
087:57.888 [VoIP      ] Prot     From: "Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
087:57.888 [VoIP      ] Prot     To: "Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
087:57.888 [VoIP      ] Prot     Via: SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bKC
621E66EBDE4CB89FF423B472071147B
087:57.888 [VoIP      ] Prot     Expires: 120
087:57.888 [VoIP      ] Prot     Call-ID: 01B22816147E007E00000019@14.48.13.103
087:57.888 [VoIP      ] Prot     CSeq: 1 INVITE
087:57.888 [VoIP      ] Prot     Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,
REGISTER,SUBSCRIBE
087:57.888 [VoIP      ] Prot     Content-Length: 0
087:57.888 [VoIP      ] Prot     
087:57.968 [VoIP      ] Prot   
087:57.968 [VoIP      ] Prot     ---->SIP/2.0 200 OK
087:57.968 [VoIP      ] Prot     From: "Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
087:57.968 [VoIP      ] Prot     To: "Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
087:57.968 [VoIP      ] Prot     Via: SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bKC
621E66EBDE4CB89FF423B472071147B
087:57.968 [VoIP      ] Prot     Contact: <sip:14.48.13.103:5060>
087:57.968 [VoIP      ] Prot     Expires: 120
087:57.968 [VoIP      ] Prot     Call-ID: 01B22816147E007E00000019@14.48.13.103
087:57.968 [VoIP      ] Prot     CSeq: 1 INVITE
087:57.968 [VoIP      ] Prot     Allow-Events: kpml
087:57.968 [VoIP      ] Prot     Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,
REGISTER,SUBSCRIBE
087:57.968 [VoIP      ] Prot     Content-Length: 224
087:57.968 [VoIP      ] Prot     Content-Type: application/sdp
087:57.968 [VoIP      ] Prot     
087:57.968 [VoIP      ] Prot     v=0
087:57.968 [VoIP      ] Prot     o=CiscoSystemsUCXN 399280213 399280214 IN IP4 14.
48.13.103
087:57.968 [VoIP      ] Prot     s=No Subject
087:57.968 [VoIP      ] Prot     c=IN IP4 14.48.13.103
087:57.968 [VoIP      ] Prot     t=0 0
087:57.968 [VoIP      ] Prot     m=audio 16716 RTP/AVP 0 101
087:57.968 [VoIP      ] Prot     a=rtpmap:0 PCMU/8000/1
087:57.968 [VoIP      ] Prot     a=ptime:30
087:57.968 [VoIP      ] Prot     a=rtpmap:101 telephone-event/8000
087:57.968 [VoIP      ] Prot     a=fmtp:101 0-15

At this point, the call has been answered and the caller hears the Opening Greeting.

087:58.448 [VoIP      ] Prot     ---->SIP/2.0 200 OK
087:58.448 [VoIP      ] Prot     From: "Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
087:58.448 [VoIP      ] Prot     To: "Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
087:58.448 [VoIP      ] Prot     Via: SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bKC
621E66EBDE4CB89FF423B472071147B
087:58.448 [VoIP      ] Prot     Contact: <sip:14.48.13.103:5060>
087:58.448 [VoIP      ] Prot     Expires: 120
087:58.448 [VoIP      ] Prot     Call-ID: 01B22816147E007E00000019@14.48.13.103
087:58.448 [VoIP      ] Prot     CSeq: 1 INVITE
087:58.448 [VoIP      ] Prot     Allow-Events: kpml
087:58.448 [VoIP      ] Prot     Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,
REGISTER,SUBSCRIBE
087:58.448 [VoIP      ] Prot     Content-Length: 224
087:58.448 [VoIP      ] Prot     Content-Type: application/sdp
087:58.448 [VoIP      ] Prot     
087:58.448 [VoIP      ] Prot     v=0
087:58.448 [VoIP      ] Prot     o=CiscoSystemsUCXN 399280213 399280214 IN IP4 14.
48.13.103
087:58.448 [VoIP      ] Prot     s=No Subject
087:58.448 [VoIP      ] Prot     c=IN IP4 14.48.13.103
087:58.448 [VoIP      ] Prot     t=0 0
087:58.448 [VoIP      ] Prot     m=audio 16716 RTP/AVP 0 101
087:58.448 [VoIP      ] Prot     a=rtpmap:0 PCMU/8000/1
087:58.448 [VoIP      ] Prot     a=ptime:30
087:58.448 [VoIP      ] Prot     a=rtpmap:101 telephone-event/8000
087:58.448 [VoIP      ] Prot     a=fmtp:101 0-15

TIMG has received the call information from PBX. At this point, it is too late since the call has already routed to Unity Connection.

087:58.384 [Tel-7     ] Event    Dtmf (#) On
087:58.384 [Tel-7     ] Event    Dtmf (#) Off 
087:58.592 [Tel-7     ] Event    Dtmf (0) On
087:58.592 [Tel-7     ] Event    Dtmf (0) Off
087:58.768 [Tel-7     ] Event    Dtmf (2) On
087:58.768 [Tel-7     ] Event    Dtmf (2) Off
087:58.960 [Tel-7     ] Event    Dtmf (#) On
087:58.960 [Tel-7     ] Event    Dtmf (#) Off
087:59.168 [Tel-7     ] Event    Dtmf (5) On
087:59.168 [Tel-7     ] Event    Dtmf (5) Off
087:59.344 [Tel-7     ] Event    Dtmf (2) On
087:59.344 [Tel-7     ] Event    Dtmf (2) Off
087:59.408 [VoIP      ] Prot   
087:59.536 [Tel-7     ] Event    Dtmf (8) On
087:59.536 [Tel-7     ] Event    Dtmf (8) Off
087:59.744 [Tel-7     ] Event    Dtmf (6) On
087:59.744 [Tel-7     ] Event    Dtmf (6) Off
087:59.920 [Tel-7     ] Event    Dtmf (#) On
087:59.920 [Tel-7     ] Event    Dtmf (#) Off
088:00.112 [Tel-7     ] Event    Dtmf (5) On
088:00.112 [Tel-7     ] Event    Dtmf (5) Off
088:00.320 [Tel-7     ] Event    Dtmf (5) On
088:00.320 [Tel-7     ] Event    Dtmf (5) Off
088:00.496 [Tel-7     ] Event    Dtmf (8) On
088:00.496 [Tel-7     ] Event    Dtmf (8) Off
088:00.688 [Tel-7     ] Event    Dtmf (8) On
088:00.688 [Tel-7     ] Event    Dtmf (8) Off
088:00.896 [Tel-7     ] Event    Dtmf (#) On
088:00.896 [Tel-7     ] Event    Dtmf (#) Off
088:01.328 [VoIP      ] Prot
087:59.408 [VoIP      ] Prot     ---->SIP/2.0 200 OK
087:59.408 [VoIP      ] Prot     From: "Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
087:59.408 [VoIP      ] Prot     To: "Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
087:59.408 [VoIP      ] Prot     Via: SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bKC
621E66EBDE4CB89FF423B472071147B
087:59.408 [VoIP      ] Prot     Contact: <sip:14.48.13.103:5060>
087:59.408 [VoIP      ] Prot     Expires: 120
087:59.408 [VoIP      ] Prot     Call-ID: 01B22816147E007E00000019@14.48.13.103
087:59.408 [VoIP      ] Prot     CSeq: 1 INVITE
087:59.408 [VoIP      ] Prot     Allow-Events: kpml
087:59.408 [VoIP      ] Prot     Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,
REGISTER,SUBSCRIBE
087:59.408 [VoIP      ] Prot     Content-Length: 224
087:59.408 [VoIP      ] Prot     Content-Type: application/sdp
087:59.408 [VoIP      ] Prot     
087:59.408 [VoIP      ] Prot     v=0
087:59.408 [VoIP      ] Prot     o=CiscoSystemsUCXN 399280213 399280214 IN IP4 14.48.
13.103
087:59.408 [VoIP      ] Prot     s=No Subject
087:59.408 [VoIP      ] Prot     c=IN IP4 14.48.13.103
087:59.408 [VoIP      ] Prot     t=0 0
087:59.408 [VoIP      ] Prot     m=audio 16716 RTP/AVP 0 101
087:59.408 [VoIP      ] Prot     a=rtpmap:0 PCMU/8000/1
087:59.408 [VoIP      ] Prot     a=ptime:30
087:59.408 [VoIP      ] Prot     a=rtpmap:101 telephone-event/8000
087:59.408 [VoIP      ] Prot     a=fmtp:101 0-15
088:01.328 [VoIP      ] Prot     ---->SIP/2.0 200 OK
088:01.328 [VoIP      ] Prot     From: "Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
088:01.328 [VoIP      ] Prot     To: "Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
088:01.328 [VoIP      ] Prot     Via: SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bKC
621E66EBDE4CB89FF423B472071147B
088:01.328 [VoIP      ] Prot     Contact: <sip:14.48.13.103:5060>
088:01.328 [VoIP      ] Prot     Expires: 120
088:01.328 [VoIP      ] Prot     Call-ID: 01B22816147E007E00000019@14.48.13.103
088:01.328 [VoIP      ] Prot     CSeq: 1 INVITE
088:01.328 [VoIP      ] Prot     Allow-Events: kpml
088:01.328 [VoIP      ] Prot     Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,
REGISTER,SUBSCRIBE
088:01.328 [VoIP      ] Prot     Content-Length: 224
088:01.328 [VoIP      ] Prot     Content-Type: application/sdp
088:01.328 [VoIP      ] Prot     
088:01.328 [VoIP      ] Prot     v=0
088:01.328 [VoIP      ] Prot     o=CiscoSystemsUCXN 399280213 399280214 IN IP4 14.48.
13.103
088:01.328 [VoIP      ] Prot     s=No Subject
088:01.328 [VoIP      ] Prot     c=IN IP4 14.48.13.103
088:01.328 [VoIP      ] Prot     t=0 0
088:01.328 [VoIP      ] Prot     m=audio 16716 RTP/AVP 0 101
088:01.328 [VoIP      ] Prot     a=rtpmap:0 PCMU/8000/1
088:01.328 [VoIP      ] Prot     a=ptime:30
088:01.328 [VoIP      ] Prot     a=rtpmap:101 telephone-event/8000
088:01.328 [VoIP      ] Prot     a=fmtp:101 0-15
088:01.920 [Tel-7     ] Event    Tone Detect Enabled (0xFF)

After Parsing the Adept rules, the call information from PBX is organized to this statement. This should have been received before the invite so the invite could be composed properly.

088:01.920 [Tel-7     ] Event    Cpid (5286,->,->5588,) (NoAns)

088:01.920 [VoIP      ] Prot     <----ACK sip:14.48.13.103:5060 SIP/2.0
088:01.920 [VoIP      ] Prot     CSeq:1 ACK
088:01.920 [VoIP      ] Prot     To:"Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
088:01.920 [VoIP      ] Prot     From:"Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
088:01.920 [VoIP      ] Prot     Call-ID:01B22816147E007E00000019@14.48.13.103
088:01.920 [VoIP      ] Prot     Max-Forwards:70
088:01.920 [VoIP      ] Prot     User-Agent:Voice Messaging
088:01.920 [VoIP      ] Prot     Via:SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bK3
032A56F55534D5407B2D30922E6F860
088:01.920 [VoIP      ] Prot     Content-Length:0
088:01.920 [VoIP      ] Prot 
088:01.920 [VoIP      ] Prot     

Here TIMG attempts to act on the updated call information. However, this is not accepted by Unity Connection.

088:01.920 [VoIP      ] Prot     <----INFO sip:14.48.13.103:5060 SIP/2.0
088:01.920 [VoIP      ] Prot     Diversion: <tel:5588>;reason=no-answer
088:01.920 [VoIP      ] Prot     Content-Type:text/source-party
088:01.920 [VoIP      ] Prot     To:"Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
088:01.920 [VoIP      ] Prot     From:"Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
088:01.920 [VoIP      ] Prot     Call-ID:01B22816147E007E00000019@14.48.13.103
088:01.920 [VoIP      ] Prot     CSeq:2 INFO
088:01.920 [VoIP      ] Prot     Max-Forwards:70
088:01.920 [VoIP      ] Prot     User-Agent:Voice Messaging
088:01.920 [VoIP      ] Prot     Via:SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bK6
EBB9CF7420BA1A393273882D5157413
088:01.920 [VoIP      ] Prot     Content-Length:6
088:01.920 [VoIP      ] Prot     
088:01.920 [VoIP      ] Prot     5286
088:01.968 [VoIP      ] Prot     
088:01.968 [VoIP      ] Prot     ---->SIP/2.0 200 OK
088:01.968 [VoIP      ] Prot     From: "Anonymous"<sip:Anonymous@14.48.13.115:5060;
user=phone>;vnd.pimg.port=7;tag=42B2324631353641000A6029
088:01.968 [VoIP      ] Prot     To: "Anonymous"<sip:Anonymous@14.48.13.103:5060>;
tag=f0c09771bd2942e7a57794619f8efccd
088:01.968 [VoIP      ] Prot     Via: SIP/2.0/UDP 14.48.13.115:5060;branch=z9hG4bK6
EBB9CF7420BA1A393273882D5157413
088:01.968 [VoIP      ] Prot     Call-ID: 01B22816147E007E00000019@14.48.13.103
088:01.968 [VoIP      ] Prot     CSeq: 2 INFO
088:01.968 [VoIP      ] Prot     Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,
REGISTER,SUBSCRIBE
088:01.968 [VoIP      ] Prot     Content-Length: 0
088:01.968 [VoIP      ] Prot     

Note: The remainder of the trace has been truncated.

The main issue here is that the call information from the PBX arrives about four seconds after the physical call that triggered the Invite to be sent to Unity Connection is received. Thus the call rolled to the Opening Greeting because no Diversion: was contained in the inital invite to Unity Connection to tell Unity Connection to what mailbox to route the call.

Solution

In order to fix this issue, navigate to Configuration > TDM > General, find Maximum Call Party Delay (ms), and change it to a value such as 5,000 ms. This adds a five-second delay before the initial invite is composed to Unity Connection, which allows time for all call information to be received from PBX.

Revision History

Revision Publish Date Comments
1.0
11-Nov-2014
Initial Release
TAC Authored

Contributed by Cisco Engineers

  • Scott Hills
    Cisco TAC Engineer.

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