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Customer case 05Finesse agents not receiving calls

A SIP INVITE with no calling number explained why calls matched the wrong incoming dial-peer.

  1. 1

    Situation

    In a third-party contact centre built on Cisco Finesse, home agents take incoming calls on their mobile phones – and reported calls weren't connecting.

  2. 2

    What the data showed

    The CUBE call records showed those calls matching incoming dial-peer 0, which shouldn't be possible: incoming dial-peers here match on the calling number to tell clients apart. The SIP ladder, built from the CUCM traces FRINK keeps, showed the INVITE carried no calling number at all, so no inbound dial-peer could match.

    CUCM · SIP ladder with message content
    CUCM · SIP ladder with message content
  3. 3

    Resolution

    The customer was asked to have the contact centre send the proper calling number – the one CUCM's prefix relies on – so routing could resolve.

Part of the capability

Proving where the fault sitsWhen a call fails across CUCM, a gateway, a carrier or a third-party system, show which side it failed on – with evidence, so the ticket goes to the right party once.

See it on your own infrastructure.

A demo on a live system, then a proof of concept inside your network – fully offline if it has to be.

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