You have received a trouble ticket stating that users in accounting are not able to use the CFwdAll
softkey to forward their calls to voice mail. Their phones continue to ring when they receive
inbound calls, even after they have pressed the CFwdAll softkey and the Messages button. What
is a possible cause of this issue?
A.
The users have not been enabled to use CTI.
B.
The users have not been associated with their phones.
C.
The voice-mail ports are not registered.
D.
There is a database replication issue with the subscriber the phones are registered to.
E.
The phones are not configured to use the standard phone template.
Explanation:
Symptom: IP Phones will not be able to set Call Forward All (CFA) and phones that are already
CFA will be unable to clear the condition, even if the phone indicates that it is not forwarded.
Further Problem Description: Many times you will be able to tell when the problem first started by
looking in the Application Event Viewer on all nodes for an Error message from CallManager. This
message should state that an SDL connection to one or more nodes went OOS (out of service).
Ideally the low level networking part of CallManager should alert all other processes when the SDL
link goes down. This will allow them to reestablish their connections when the CallManager
process recovers or is restarted. In this case they are n ever notified that the service went down,
so they do not attempt to recover.
Conditions: After a stop or crash of the CallManager service on any node the connection between
the processes that monitor thedatabasefor changes and the CallManager processes on all nodes
will fail to re-establish. This results in the CFA changes being written to thedatabase(and can
beseen in the CCMAdmin web page) but the CallManager process on each node will not be
notified that the change occured.Workaround: Restarting theDatabaseLayer Monitor service on all nodes in the cluster should
recover the connection (this is not service impacting).
In extreme cases a restart of CallManager may be necessary as well, which will be service
impacting. Note that after the connection is restored the forwarding information internal to CM
memory may be corrupted for phones that were “stuck” forwarded during the outage. To fix this
change the CallingSearchSpace for CFA under the line that is “stuck”. Update the line, then reset
the devices. You can then change the CFA CSS back to its original value and the phone should
display the correct CFA information and calls should be routed appropriately.