Cisco WebAttendant Blind Transfer Issues [Cisco WebAttendant]

Document ID: 21762

Introduction
Problem
Solution
Related Information

Introduction

This document explains how to resolve the problem when a Computer Telephony Integration (CTI) device (Cisco WebAttendant) user attempts to do a blind transfer and it fails. Several components are involved in the transfer of the call: the CTI device (Cisco WebAttendant), the CTIManager, and Cisco CallManager services within the CallManager application. Because of this, it is important to try to narrow down where the failure is occurring. To identify which of these elements is causing the failure, have a call made and transferred manually to the same destination using Cisco WebAttendant. If the transfer fails, gather the Cisco WebAttendant traces, as well as those for the Cisco CallManager, SDL and Telephony Call Dispatch (TCD) services. If you are unfamiliar with reading traces, open a TAC case for an engineer to help you analyze the trace.

Check the Release notes for known issues. There were some problems in earlier versions that have been fixed in the last releases, specifically from 3.1(2c). If you have a Cisco CallManager version prior to 3.1(2c), an upgrade might fix the problem, otherwise proceed with the trace process.

For more information on how to do traces, see the Related Topics section.

Problem

A known issue involves a call that comes into the CiscoWebAttendant from a PSTN line and is blind transferred to a cell phone. Approximately 30-50% of the time, the phone that called the Cisco WebAttendant's pilot point hears nothing and the cell phone never rings. If this is the case, you are experiencing bug CSCdu65567, where the CTI device (Cisco WebAttendant) attempts to complete the transfer after 5 seconds due to not having received back an alerting/progress message from the other side.

Solution

To resolve this problem, upgrade your Cisco CallManager to 3.1.2c or later and use the Cisco WebAttendant plugin version provided. Set the CtiRequestTimeout parameter to 15 seconds. This will increase the time that the CTI device (Cisco WebAttendant) will wait before attempting to complete the transfer and prevent failure. To make the change in the parameter, do the following:

Go to your Cisco CallManager Administration page.
Select Service > Service Parameters.
Select your server.
You should see a list of services on the left of your screen. Select the Cisco CtiManager service.
Change the CtiRequestTimeout parameter value to 15 seconds and then click Update at the top of your screen.

For more general information on service parameters, see the Related Topics section below.

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