Cisco CUCM & Genesys: CAUSE_NETWORK_NOT_OBTAINABLE

Voice & Telephony
1

Dear all.

For any reason, and sometimes, when an agent sets an incoming call in hold or if the agent tries to transfer the incoming calll (the call is on hold automatically before the transfer) we get the following error messages in TServer logs:

  • ConnFailedEvent
  • CAUSE_NETWORK_NOT_OBTAINABLE
  • CAUSE_TEMPORARYFAILURE

The real problem is that you can not retrieve the call. The client is waiting (he’s on hold!) until he decide hang up.

Here you can see a description of the error (where NNNNNNNNNN is the incoming call number):

@11:37:32.1066 [((1] 1 243 S 9 ‘CallEv(2)=> Type=ConnFailedEvent Cause=CAUSE_NETWORK_NOT_OBTAINABLE CiscoCause=CAUSE_TEMPORARYFAILURE Cid=17826421 CCurCldA=13016[P_Telefonos] CCurClgA=NNNNNNNNNN MetaCode(true)=META_CALL_PROGRESS Addr=13016[P_Telefonos] CiscoAddrType=1’
@11:37:32.1066 [((1] 1 316 S 9 ‘CallEv(2)=> Type=CallCtlConnFailedEv Cause=CAUSE_NETWORK_NOT_OBTAINABLE ECldA=76382[P_Telefonos] EClgA=NNNNNNNNNN
ELRdrA=76382[P_Telefonos] CiscoCause=CAUSE_TEMPORARYFAILURE Cid=17826421 CCurCldA=13016[P_Telefonos] CCurClgA=NNNNNNNNNN MetaCode(false)=META_CALL_PROGRESS Addr=13016[P_Telefonos] CiscoAddrType=1’

Cisco CUCM version: 8.6.2.22900-9
Genesys TServer version: 8.0.104.05

Do you have any idea about this behaviour?

Thanks in advanced for your help.

2

Seems to be an issue on Cisco side, have you queried it with them? Check your release notes or try to apply last patch if possible

3

did you upgraded CUCM recently? or is this an new deployment?

4

Cavagnaro: Seems to be an issue on Cisco side, have you queried it with them? Check your release notes or try to apply last patch if possible
Answer: Cisco support is working on the issue. I know they made the following tasks:

  • New transcoding resource Cisco “Media Termination Point Hardware” MTP4403A70D39C0
  • New “Media Termination Point” called einmm-orga_mtp. It’s a kind of Cisco IOS Enhanced Software Media Termination Point.
  • Both resources have been associated with the CallCenter group “Media Resource Group” MRG_MTP.
  • And they are checking interconnection problems with NGN network.

The tasks made did not resolve the problem and, moreover, they had to remove the hardware and software resources because it caused problems with the codec execution (stream manager)

Cisco support is going to check the release notes and the possibility or upgrade Cisco software (checking before Genesys compatibility)

kbreboot: did you upgraded CUCM recently? or is this an new deployment?
Answer: It’s a new deployment.

Thanks in advanced.

5

Well, the root is on Cisco, Genesys is only reporting what cisco is informing so you will have to see what they do to solve :-\

6

Hello Cuore_2003,
Here is information about Genesys and Cisco compatibility

Question Detail
What versions of Cisco Unified Communications Manager (CUCM) are supported by Genesys?

Answer
T-Server for Cisco UCM 8.1 is supported for deployments with the following versions of Cisco UCM: v4.1.x, v4.2.x, v5.1.x, v6.1.x, v7.0.x, v7.1.x, v.8.0.x, v.8.5.x, 8.6.x, 9.0, 9.1 and, starting with T-Server version 8.1.200.06 , CUCM version v.10.0.x

T-Server for Cisco UCM 8.1 was tested with these specific Cisco UCM point releases and JTAPI versions:
Version 4.1(3)sr1 with JTAPI 2.1(3.9)
Version 4.2(1) with JTAPI 2.2(1.21)
Version 5.1.3.1106-1 with JTAPI 3.1(3.8)
Version v6.1.1.2000-3 with JTAPI 6.0(1.1000)-5
Version 7.0.1.11000-2 with JTAPI 7.0(1.1000)
Version 7.1.2.20000-2 with JTAPI 7.1(2.10000)-3
Version 8.0.2.10000-24and JTAPI version 8.0(2.10000)
Version 8.5.1.10000-26 and JTAPI version 8.5(1.10000)-1
Version 8.6.1.20000-1 with JTAPI version 8.6(1.10000)-1
Version 9.0.10000-37 with JTAPI version 9.0(1.10000)-1
Version 9.1.1.20000-5 with JTAPI version 9.1(1.10000)-2
Version ES 10.0(1.12008-3) with JTAPI version 10.0(1.10000)-2

7

Dear all.

Many thanks for the answers.

Best regards.