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UCx 50 Call Pick Up
2

UCx 50 Call Pick Up

UCx 50 Call Pick Up

(OP)
Folks, I have UCx 50e with one call pick up group with four extensions. At times, someone in the group will try an pick up a call in their group, they get a "reorder tome" (or 120 IPM.)
The other phones may or may not be idle. the other phones may or may not be ringing.
Suggestions please?

RE: UCx 50 Call Pick Up

You'd have to take a look at the logs to see what is going on. The full log should contain info about the reason why the call pickup failed.

RE: UCx 50 Call Pick Up

(OP)
Hey UCXguy, thanks for the tip and i looked at the logs before i posted.
Unless you have other suggestions, i think i'll just restore an earlier database (before the issues started) and see if it shows up there as well. it may just be a bump that i unknowingly put in as i was making covid greeting changes for the customer. thank you kind sir.

RE: UCx 50 Call Pick Up

If you could post log entries for one such failed pickup, I could try to decipher what happened and what could be the reason/solution.

If you decide to restore an older backup, make sure to restore only what is really needed - otherwise you could overwrite stuff like CDR records, recordings, voicemail messages or possibly bring back some deleted voicemail messages etc.

RE: UCx 50 Call Pick Up

(OP)
Hey UCx Guy, thanks for the heads up! I was just going to restore a DB from before I started having a problem. In that version,it was stable having only changed user names for the past year. I am confident that there are no problems with that version. However, I'll look at the logs and get back to you!!
Thanks!

RE: UCx 50 Call Pick Up

(OP)
Hey UCx Guy, since the last post we've only had two incidents of this problem. However, I've seen many hits on DAHDI 1-1. I'm having a problem reading these log entries.

RE: UCx 50 Call Pick Up

(OP)
UPDATE:
No problems with DAHDI trunks. Had two incidents yesterday. Checked the logs, showsd all group pickup attempts were successful. Crazy.
The last backup i did before this started was 12/17. I always do a full backup of everything so, if i revert back to it I should be ok?

RE: UCx 50 Call Pick Up

In my opinion restoring a backup won't help. Could you try to locate log entries for the two "incidents" and post them here?

RE: UCx 50 Call Pick Up

(OP)
OK, then I'm about to give up......ABOUT to...
Here's what i have:
Ucx 50 with ACD
3 paths
257 (operator) Path 1
251 path 2
244 path 2
229 path 3

all in pickup group 1

No ring groups

Each is assigned in one hunt group 257 to 251 to 244 to 229 back to 257(Nortel user options)

What I'm trying to do:
any of the incoming calls to those three paths need to be answered in the pickup group.

Where am I missing the boat here?

RE: UCx 50 Call Pick Up

The important thing is to also configure the Call Group for all these extensions. When there is a call alerting at an extension, the call is considered to be in the Call Group of that extension (does not matter how the call reaches the extension). Extensions that include this Call Group number in their Pickup Group configuration can then answer this call using the group pickup feature.

For simplicity, make sure that all extensions that can receive calls have the Call Group value set to 1. Then make sure all extensions that are to be allowed to pick up such calls include 1 the Pickup Group.
Please note that an extension can be allowed to pick up calls from group 1 but does not need to be in that call group and vice versa.

RE: UCx 50 Call Pick Up

(OP)
Hey, I'm bsck. All are set for Call group 1 and Pickup group 1 as well.

Q: How about optional destinations? That's where the extension hunt group is set up.

RE: UCx 50 Call Pick Up

(OP)
Just in:

Example: Ext 229
In follow me:
Ring Strategy:Ringallv2
Initial Ring Time:0
Ring time max:20
Follow me list: (shows only 229)
Each of the other exts are the same EXCEPT: the ext being viewed has the same follow me ext# as the ext# itself) weird!

RE: UCx 50 Call Pick Up

(OP)
Destination if no answer: shows red error; nothing either field.

RE: UCx 50 Call Pick Up

(OP)
Beginning to think the problem is in follow me,

RE: UCx 50 Call Pick Up

(OP)
I am on site. It's 10:48 EST

RE: UCx 50 Call Pick Up

(OP)
Log entry:[2022-02-09 13:13:38] NOTICE[3656] features.c: pickup UCX/257@257-0 attempt by UCX/229@229-0

RE: UCx 50 Call Pick Up

(OP)
[2022-02-09 13:12:10] NOTICE[3656] features.c: pickup UCX/257@257-0 attempt by UCX/244@244-0

RE: UCx 50 Call Pick Up

(OP)
[2022-02-09 11:13:05] WARNING[3652] chan_dahdi.c: Detected alarm on channel 1: Red Alarm

[2022-02-09 11:13:07] NOTICE[3652] sig_analog.c: Alarm cleared on channel

RE: UCx 50 Call Pick Up

(OP)
[2022-02-09 13:22:21] NOTICE[3656] features.c: pickup UCX/257@257-0 attempt by UCX/229@229-0

RE: UCx 50 Call Pick Up

(OP)
[2022-02-09 15:08:22] ERROR[8876] res_srg.c: SRG: Unable to load config file ucx_srg.conf
[2022-02-09 15:08:22] VERBOSE[8876] loader.c: -- Reloading module 'res_stun_monitor.so' (STUN Network Monitor)
[2022-02-09 15:08:22] VERBOSE[8876] loader.c: -- Reloading module 'res_xmpp.so' (Asterisk XMPP Interface)
[2022-02-09 15:08:22] VERBOSE[3656] chan_ucx.c: Reloading ucx.conf...

RE: UCx 50 Call Pick Up

(OP)
Back tomorrow!
Thanks for looking in!

RE: UCx 50 Call Pick Up

(OP)
Have no idea who, why or when Forward Me was set up. The Call Group 1 had it's hunt group set up.
Dunno. Disabled Follow Me for those four ext's. So far so good. Monitoring logs still.
Puzzle: when CP failed, it didn't show any errors. Strange.

RE: UCx 50 Call Pick Up

(OP)
Well that didn't work.
Happened again; still nothing in the log; not even an attempt to use claa pick up.
Any help UCXguy?

RE: UCx 50 Call Pick Up

Can you provide a more detailed call flow?
Are you trying to pickup a call that is ringing in an ACD queue?
FWIK only agents can pickup the call.
If you want anyone to pick up an ACD call, then you will have to set an overflow destination, adjust the queue wait times etc for the queue.
Create a ring group with the desired extensions and set that as the overflow destination.

RE: UCx 50 Call Pick Up

(OP)
There are three paths thru the IVR; there are four exts capable of picking up any of the calls coming into those three paths.
They are in the same call and pick up groups. There is no ring group associated with any of this. For some reason there were entries in Follow Me which I disabled.
This is an intermittent problem and seems to only show up during high traffic periods.
When there is a failure, there is no indication of it in the log files. The files only show a completed Call Pickup.

RE: UCx 50 Call Pick Up

OK you are using only an IVR with three paths (does path equal the ext in the IVR?) and no ring group
"3 paths
257 (operator) Path 1
251 path 2
244 path 2
229 path 3"
How can ext 251 and 244 both be on path 2 without a ring group?
I can not find this - "Each is assigned in one hunt group 257 to 251 to 244 to 229 back to 257(Nortel user options)"
There are no hunt groups - ring groups have a ring strategy that has options for ringing the extensions.
Is call forwarding involved?

RE: UCx 50 Call Pick Up

(OP)
No call forward.
Built a ring group; added all of the exts in 600 with 1st available
Enable call pick up in the ring group
In Edit Extensions, each one of the individual exts in the group had an "optional destination" ext of one of the four. ...
ie.: 257 to 251 to 244 to 229
251 to 244 to 229 to 257
244 to 229 to 257 to 251
229 to 257 to 251 to 244
then back to 257 to 251 to 244 to 229

This optional destination string I have not touched.......yet

RE: UCx 50 Call Pick Up

What are you wanting to accomplish?
Have 1 extension answer most of the calls and allow other extensions to pickup ringing calls
Could you diagram your desired call flow

Inbound call hits a ring group with 4 extensions 257 251 244 & 229
Ring the first non busy extension and have another extension pickup the call

Observations:
1. Call waiting needs to disabled on those 4 extensions
2. Ring strategy firstavailable will only ring 1 extension that is not busy
3. A ringing extension in a ring group will not follow an extensions optional destination
4. Feature Code *8 (Asterisk General Pickup) is used to pickup calls

RE: UCx 50 Call Pick Up

(OP)
Just a note to theislandtech and ucx guy. I resolved the problem by reprogramming everything except trunking.
Thanks guys! I really appreciate your pitching in.

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