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Troubleshooting 800 numbers fast busy for small branch office

Posted on 2014-01-29
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Last Modified: 2014-02-18
Dear experts,

I am troubleshooting a situation I have not able to dial 800 numbers. We have a small office that connects to our Cisco call manager and unity system over a site to site VPN link.

We have Logix as a provider. I had them test 800 numbers and they said everything is okay in their end.

So it comes down to the router in between the Cisco call manager and logix or our Cisco call manager. Version 8.5 is our CCM by the way.

I am investigating in the CCM translation patterns right now comparing with our office that is working well calling 800 numbers...

Here is the configuration part of the router in that problem office:


interface Serial0/0/0:23
 no ip address
 encapsulation hdlc
 isdn switch-type primary-ni
 isdn incoming-voice voice
 isdn bind-l3 ccm-manager
 no cdp enable
 

control-plane
!
!
!
voice-port 0/0/0:23
!
ccm-manager fallback-mgcp
ccm-manager mgcp
ccm-manager music-on-hold
ccm-manager config server 172.xx.100.6
!
mgcp
mgcp call-agent 172.xx.100.6 2427 service-type mgcp version 0.1
mgcp dtmf-relay voip codec all mode out-of-band
mgcp rtp unreachable timeout 1000 action notify
mgcp modem passthrough voip mode nse
mgcp package-capability rtp-package
mgcp package-capability sst-package
mgcp package-capability pre-package
no mgcp package-capability res-package
no mgcp package-capability fxr-package
no mgcp timer receive-rtcp
mgcp sdp simple
mgcp rtp payload-type g726r16 static
mgcp bind control source-interface Loopback22
mgcp bind media source-interface Loopback22
!
mgcp profile default
!
sccp ccm 172.xx.100.6 identifier 1
!
sccp ccm group 999
 associate ccm 1 priority 1
 associate profile 100 register DSS-SA-CB
 associate profile 200 register DSS-SA-TC
!
dspfarm profile 200 transcode
 codec g711ulaw
 codec g711alaw
 codec g729ar8
 codec g729abr8
 associate application SCCP
 shutdown
!
dspfarm profile 100 conference
 codec g711ulaw
 codec g711alaw
 codec g729ar8
 codec g729abr8
 codec g729r8
 codec g729br8
 associate application SCCP
 shutdown
!
!
dial-peer voice 999010 pots
 service mgcpapp
 port 0/0/0:23
!
dial-peer voice 9000 pots
 incoming called-number .T
 direct-inward-dial
!
dial-peer voice 10 pots
!
dial-peer voice 1 pots
 destination-pattern 911
 forward-digits all
!
dial-peer voice 2 pots
 destination-pattern 9911
 forward-digits 3
!
dial-peer voice 3 pots
 destination-pattern 9[2-9]......
 forward-digits 7
!
dial-peer voice 4 pots
 destination-pattern 91..........
 forward-digits 11
!
!
!
!
call-manager-fallback
 max-conferences 8 gain -6
 transfer-system full-consult
 limit-dn 7940 1
 timeouts interdigit 2
 ip source-address 172.xx.19.2 port 2000 strict-match
 max-ephones 42
 max-dn 42 preference 2
 system message primary SRST Operating Mode
 system message secondary SRST Mode
 dialplan-pattern 1 29855.. extension-length 4
 transfer-pattern 55..
 call-forward pattern .T
 call-forward busy 8998942
 call-forward noan 8998942 timeout 18
!


I thank you in advance for any helpful comments or solution.
0
Comment
Question by:marceloNYC
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11 Comments
 
LVL 25

Expert Comment

by:Ken Boone
ID: 39818154
So what is being sent out as the external phone number mask?  I just recently had a connection albeit a sip trunk, where I could dial LD with no problems but the toll free calls would fail.  It was because the external phone number mask field wasn't set on the route pattern in cucm.

Sometimes if you have a specific LD trunk it won't take the toll free calls which need to be routed out the local trunk.  It looks like you have a single trunk though so this wouldn't apply to you.
0
 

Author Comment

by:marceloNYC
ID: 39818357
everything looks okay in CUCM the route Pattern is like this 9.1[2-9]XX[2-9]XXXXXX.
0
 
LVL 25

Expert Comment

by:Ken Boone
ID: 39818387
But what are you doing about the external phone number mask?  That is basically the caller-id that gets to displayed to the other end.  Either the phone company sets it as they receive the call to the billing number, or you control it in cucm.  You can control in a number of places but if you aren't doing anything with it.. it will probably show as just the extension on the phone, which the toll-free provider is not accepting.

If you are controlling it at the DN level, then you will need to check the box on the route pattern that allows you to use the external phone number mask.
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Author Comment

by:marceloNYC
ID: 39818506
Where do I check for the external phone number mask? I see in the translations pattern Called Party Transform: 44xx
0
 
LVL 25

Expert Comment

by:Ken Boone
ID: 39818524
Go to the Phone... then click on the Directory Number.  Scroll down to like the last 3rd of the information..  There is a field called external phone number mask.  That is where you specify what gets sent out to the provider for the actual caller-id.  

If you set it here, then you need to check the field in the route pattern that will allow this to be used.

You can also contact the provider and ask them why the toll-free calls are failing.  They should be able to tell you why they are rejecting the call.
0
 

Author Comment

by:marceloNYC
ID: 39818551
Our phones are 7940 by the way. In the translation pattern configuration for the main line I see the main local number listed without an area code.
0
 
LVL 25

Expert Comment

by:Ken Boone
ID: 39818622
No this has nothing to do with a translation pattern.  Those are more for stuff that is coming inbound.  So when you place a call to your cell phone what do you get on your cell phone showing as the caller id?
0
 

Author Comment

by:marceloNYC
ID: 39830814
Hold on... No one is at the office to test the cell phone call. Thanks!
0
 

Author Comment

by:marceloNYC
ID: 39832984
The caller is fine. They can see the ID of the callers.
0
 
LVL 25

Accepted Solution

by:
Ken Boone earned 2000 total points
ID: 39834341
Are they seeing the full 10 digits in callerid?  When you made the test call, did you dial a local number or long distance?  The reason I ask is because your toll-free and long distance calls will be using the same pattern.  If you dialed a local number, the test is inconclusive.  If you get the full 10 digit callerid on the answering device after you dial a long distance number, then the problem has nothing to do with the callerid setting.  At this point you will need to get Logix on the phone and have them troubleshoot the call when you make a test 800 call.  

If they cannot figure it out you will need to open up a cisco TAC case and have them do some debugs to determine why the call is failing.
0
 

Author Closing Comment

by:marceloNYC
ID: 39868557
You are absolutely right it had to do with the caller ID. The trouble office was using a different gateway to make the calls. I had to change the caller "search space" for the users in that office. They were leaving from my gateway not theirs.

I used the Cisco tool "dialed analyzer".

There I saw the wrong gateway.

I went to the route patterns and did some modification there.

I created a new CSS for them.
0

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