troubleshooting Question


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ITGeneral asked on
Voice Over IPIP TelephonyNetworkingTelecommunications
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We've been experiencing this issue with our CX users since our upgrade from v6 to v8.5 in early January. On average once or twice a day an agents phone that is signed into CX will Unregister and reboot. It doesn't matter if the agent is on a call or not as its happened when on the phone and when not on the phone. Calls to TAC have yielded no results as the only thing they can come up with is that the phone for "some reason" is timing out causing CM to drop/reset the connection. They've got no idea why it happens though and seem quite happy with blaming my network despite the fact that they've had one of the switching engineers go through it and ignoring that it worked just fine before the upgrade for over 4 years. We've tried increasing the keep-alive in Call Manager but this has done nothing to help the issue. The IOS on the switch stack is up to date and the problem only occurs on phones that are signed into CX. We receive on average close to 300 calls per day but again only see maybe 2 instances per day of this issue. The phone/port resets and re-establishes contact but if the agent happens to be on the phone of course it disconnects the caller. Looking to try and figure out what is causing this issue and how I can resolve it. Below is what the Syslog reports when it happens. Hoping someone on here might have experienced a similar issue.


2013-07-08	11:08:21	Local7	Info	192.168.1.a	3125: Jul 08 2013 15:08:21.647 UTC : %UC_CALLMANAGER-6-EndPointRegistered: %[Device name=[DEVICEMAC]][Device IP address= (unresolved) ][Protocol=SCCP][Device type=115][Performance monitor object=2][Device description=CS Agent - Customer Service][Load ID=SCCP41.9-2-1S][Associated directory numbers=2245,7006][Device MAC address=[deviceMAC]][IPAddressAttributes=3][ActiveLoadId=SCCP41.9-2-1S][App ID=Cisco CallManager][Cluster ID=StandAloneCluster][Node ID=[CMSubscriber]]: Endpoint registered
2013-07-08	11:08:21	Local7	Info	192.168.1.a	3124: Jul 08 2013 15:08:21.215 UTC : %UC_-6-LastOutOfServiceInformation: %[Device Name=[DEVICEMAC]][Device IPv4 Address= (unresolved) /24][IPv4 default (unresolved) ][Device IPv6 Address=][IPv6 default gateway=][Model Number=CP-7941G][Neighbor IPv4 Address=[CoreSwitch] (unresolved) ][Neighbor IPv6 Address=][Neighbor Device ID=[CORESWICH]][Neighbor Port ID=GigabitEthernet3/0/6][DHCPv4 Status=1][DHCPv6 Status=0][TFTP Configuration Status=1][DNS Status on Unified CM 1=4][DNS Status on Unified CM 2=4][DNS Status on Unified CM 3=0][Voice [VOICEVLAN]][CUCM IP Address=192.168.1.a (unresolved) ][Local Port=49800][Time Stamp=1372102771354][Reason For Out Of Service=25][Last Protocol Event Sent=1:Register][Last Protocol Event Received=129:RegisterAck][App ID=Cisco CallManager][Cluster ID=StandAloneCluster][Node ID=[CMSubscriber]]: Information related to the last out-of-service event
2013-07-08	11:07:37	Local7	Error	192.168.1.a	3123: Jul 08 2013 15:07:37.468 UTC : %UC_CALLMANAGER-3-EndPointUnregistered: %[Device name=[DEVICEMAC]][Device IP address= (unresolved) ][Protocol=SCCP][Device type=115][Device description=CS Agent - Customer Service][Reason Code=13][Device MAC address=[deviceMAC]][IPAddressAttributes=3][App ID=Cisco CallManager][Cluster ID=StandAloneCluster][Node ID=[CMSubscriber]]: An endpoint has unregistered
2013-07-08	11:07:37	Local7	Info	192.168.1.a	3122: Jul 08 2013 15:07:37.466 UTC : %UC_CALLMANAGER-6-StationConnectionError: %[Device Name=[DEVICEMAC]][Reason Code=2][App ID=Cisco CallManager][Cluster ID=StandAloneCluster][Node ID=[CMSubscriber]]: Station device is closing the connection

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José Méndez

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