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Cisco Bug: CSCvj14115 - Consultative Transfer with Transcoder failure (on party 2) should try Blind Transfer (party 1 to 3)

Last Modified

Jun 12, 2018

Products (4)

  • Cisco Unified Communications Manager (CallManager)
  • Cisco Unified Communications Manager Version 10.5
  • Cisco Unity Connection Version 10.5
  • Cisco Unified Communications Manager Session Management Edition

Known Affected Releases

10.5(2.10000.5) 11.0(1.10000.10) 11.5(1.10000.6) 12.0(1.10000.10)

Description (partial)

Symptom:
-PSTN caller calls the call center where Agent 1 answers with a desktop application.
***
-Agent 1 needs the assistance of Agent 2 and transfers the call by hitting transfer and dialing the number. This particular transfer is programmed as a consultative transfer (not blind/direct transfer).  Agent 1 hears the ringback for Agent 2, and knowing Agent 2 will answer shortly leaves the call to assist with the next inbound call.
***
- CVP used the VXML gateway to play the ringback audio to Agent 1 using the G711u codec.  So the last codec associated to Agent 1 was G711u.  Agent 2 is communicating using its default G729 codec.
***
- CUCM is tasked now with trying to transcode G711 (agent 1) with G729 (agent 2) eventhough Agent 1 has hung up and will not be rejoining the call.  Because Agent 1 is not part of the call, the CUCM experiences an MX Timeout resulting in a failure which causes the call to tear down with PSTN never being transferred to Agent 2.

Conditions:
Agent 1 hangs up before having the consultative transfer call established between Agent 1 and Agent 2
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