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Cisco Bug: CSCur15040 - Unable to pick calls from pickup-group via an application using JTAPI

Last Modified

Feb 22, 2018

Products (1)

  • Cisco Unified Communications Manager (CallManager)

Known Affected Releases

9.1(2.10000.28)

Description (partial)

Symptom:
>> Unable to pickup calls from the group via an application using JTAPI 
>> It is an intermittent problem, Issue occurrence once in a month or two. 
>> Pickup works good all the time when pickup is triggered from physical phones.

Conditions:
CUCM version : 9.1.2.10000-28

CALL FLOW:-
=========
PSTN >> GW >> SIP >> CUCM >> CTI >> JTAPI_APP(Pickup request)
                                            CUCM >> SIP >> IP_Phone (Pickup Phone)

Call scenario observed when pickup stop working.
*******
PSTN calls Phone_A  
Phone_A starts to RING
Phone_B tried to PICKUP Phone_A's call FIRST time (no luck)
Phone_B tried to PICKUP Phone_A's call SECOND time(no luck)
Phone_B tried to PICKUP Phone_A's call THIRD time (no luck)
Phone_C tried to PICKUP Phone_A's call (no luck)
Phone_A answered the call (finally).
*******

From the CUCM trace we could observe below lines before the failure.

*******
72234191.000 |21:58:30.668 |SdlSig   |SsCallInfoErr                          |splitting_alerting_call        |Pickup(3,100,110,15879)          |PickupManager(3,100,109,1)       |3,100,13,146255.49167^10.184.104.217^SEP34DBFDCD87F2 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Type=50331665 ssKey=83837 NodeId=3 Party=66768671 CallInfoErr=1
72234191.001 |21:58:30.668 |AppInfo  |Pickup -::selectActiveAlerting - trying next available alerting call.
72234191.002 |21:58:30.668 |AppInfo  |Pickup -::selectActiveAlerting - No any alertings in the pickup group. clear myself and stopped. FeatureId=128
*******
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