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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
CRS Engine Problems
Call drops during transfer over gateway
Symptom When the CRS system receives a call made over a gateway, the CRS system drops the call if
the call is transferred.
Error Message None.
Possible Cause The H.323 client does not support the Empty Capability Service and the H.323 port on
the Cisco Unified Communications Manager is not configured to use a Media Termination Point
(MTP).
Recommended Action Update the configuration of the Cisco Communications Manager H.323 port to
require an MTP and reset the H.323 port.
H.323 client DTMF digits not detected
Symptom When a call originates from an H.323 client, DTMF digits are not collected.
Error Message None.
Possible Cause The H.323 client only produces in-band DTMF signals. Cisco Unified Communications
Manager cannot detect in-band DTMF signals.
Recommended Action None.
Redirected call is disconnected
Symptom A redirected call disconnects or a redirected call does not ring the IP phone to which it was
directed.
Error Message None.
Possible Cause Some gateways do not support ringback.
Recommended Action Reconfigure the gateway and protocols so that they will support ringback.
Following are the gateways and the protocol for each gateway (note that the protocol is in parentheses):
• 26XX FXO (Media Gateway Control)
• 36XX FXO (36XX FXO Media Gateway Control)
• VG200 FXO (Media Gateway Control)
• DT-24+ (Skinny)
• WS-6608-T1—[Cat6K 8-port T1 PRI] (Skinny)
• WS-6608-E1 [Cat6K 8-port E1 PRI] (Skinny)
• DE-30+ (Skinny)
• AT-2, 4, 8 (AT-2, 4, 8 — )