Courtesy callback is not offered, when EWT in the ICM is set more than 30 minutes
|Problem Summary|| Courtesy callback is not offered, when EWT in the ICM is set more than 30 minutes.
Consider the following scenario:
When a TDM caller makes a call, a callback is offered and accepted. The callback is initiated and the caller answers the call. After 250-260 sec the callback entry on the Reporting Server portal gets erased and as a result no Courtesy Callback is offered.
|Possible Cause||When EWT in the ICM is set more than 30 minutes, the callback entry on the Reporting Server gets erased and as a result the Courtesy Callback is not offered. This is because the Gateway terminates the VRU leg by sending BYE which Unified CVP uses for any callback. As a result, Unified CVP erases all call details of the call and as result the callback is not made. It is found that a possible SIP session time out causes this behavior.|
|Recommended Action|| The following configuration has to be made on the Ingress gateway/CUBE:
voice service voip sip min-se 7200 session-expires 7200
|Note||In addition to the above configuration the session expire in the CUCM should also be changed to a higher value (7200), otherwise the callback will fail in Unified CVP due to SIP error response 422(session expire value too low) from Gateway.|
|Associated CDETS #||CSCua18769|