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Cisco Proxy Phone - Second Call Getting Dropped

Posted on 2014-07-25
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Last Modified: 2014-07-26
I have a remote user with a Cisco 7945G phone connecting to UCM 7.1 via a Cisco ASA 5510.  What he is seeing sometimes is he gets on a call with one person on line 1.  The phone has just one number on it.  Sometimes when a second call comes in - the first call is put on hold and then the new incoming call gets dropped when he hits the Answer button.  Any thought on what this issue could be?  Or how to go about troubleshooting?  Thanks.
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Question by:amigan_99
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by:José Méndez
ID: 40221576
Do you have H.323 Gateways anywhere in the network that could be handling these voip calls to the Proxy enabled phone?
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by:amigan_99
ID: 40221763
There are no h.323 gateways in the environment.  We have SIP trunking from the PSTN to the internal network.  The tests had call 1 going between the proxy phone and an internal phone.  According to my call reporting those negotiated g.722.  Call 2 was coming in from the PSTN via SIP trunk to the proxy phone and negotiated to g.711 which is what we always use.
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José Méndez earned 500 total points
ID: 40221946
Well, how to go about troubleshooting it would be to download CM traces and find the disconnection. Since the ip phone hit answer and it disconnected, it will be fairly simple to find the disconnection right after that event. Feel free to attach the traces and'll help you decode them. Be sure first to set them up correctly

http://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-communications-manager-callmanager/10124-cm-trace.html#calm

THen download them selecting the ones that were last modified a minute before the reported failed call, and a few minutes after.

https://supportforums.cisco.com/document/44321/how-collect-logs-rtmt-remote-browse
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by:amigan_99
ID: 40222025
Thanks I'll take this for the answer for now.  I won't be able to get traces until next week at the earliest.  This gives me a good direction.
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