Direct Transfer to Voicemail is not working

What happens when you try the direct transfer to VM?
Does it go to the wrong place, or nothing happens at all?

What is your direct transfer to VM dial pattern directly from a phone?

The default direct transfer to Voicemail sequence is *+extension.

So for extension 5501, you would be able to direct transfer to voicemail on the phone by pressing the Transfer Button and then *5501 and then transfer again.

Verify in the BOC client settings that you have the proper Voicemail Prepend set.  

The default is *

Faster BLOC Response group reports

The Lync/Skype4b lcsCDR database is missing some indexes by default that can speed up the reports included with it.  To add those indexes you should run the following.

CREATE NONCLUSTERED INDEX [IX_CdrRGSUsage_MissingIX] ON [dbo].[SessionDetails]
(
 [ReplacesDialogIdTime] ASC,
 [ReplacesDialogIdSeq] ASC,
 [MediaTypes] ASC
)WITH (PAD_INDEX = OFF, STATISTICS_NORECOMPUTE = OFF, SORT_IN_TEMPDB = OFF, DROP_EXISTING = OFF, ONLINE = OFF, ALLOW_ROW_LOCKS = ON, ALLOW_PAGE_LOCKS = ON) ON [PRIMARY]

CREATE NONCLUSTERED INDEX [IX_CdrRGSUsage_MissingIX2] ON [dbo].[SessionDetails]
(
 [CorrelationId] ASC,
 [MediaTypes] ASC
)WITH (PAD_INDEX = OFF, STATISTICS_NORECOMPUTE = OFF, SORT_IN_TEMPDB = OFF, DROP_EXISTING = OFF, ONLINE = OFF, ALLOW_ROW_LOCKS = ON, ALLOW_PAGE_LOCKS = ON) ON [PRIMARY]
GO

Configuring Hybrid Mode

In Sockets mode, all communications are passed thru our TAPI2 Connector.
Sockets mode is indicated by the red socket in the lower left corner.
In Sockets mode, there is no Phone/Line count, so zeros here are normal.

Sockets Mode

In Hybrid mode, tasks that can be made faster using our server, go thru the Connector.
Realtime tasks can go directly to the CallManager.

Hybrid mode is indicated by the green leaf in the lower left corner.

Hybrid Mode

To achieve Hybrid mode, you need the Cisco TSP installed.
This should be done logged in as a user with local admin rights.
We have seen inconsistent results trying to use the Windows RunAs procedure rather than a full admin login.
We recommend using the full login route.
You can do this manually using the normal Cisco TSP installation procedure.
This is documented in the BOC TAPI2 Connector install document.
The username will be the one you created for the TAPI2 Connector.
Typically this is BOC-Admin.

However, an much easier way is to use our 1Click TSP Installer.
This is located under the Help Menu in the BOC Console application.
It automates the Cisco TSP installation process.
There is no need for the person doing the installation to have access to the passwords.
The 1Click pulls the username and password from the BOC TAPI2 Connector.
*The TAPI2 server must be up and functional.
We still recommend that this be run as a user with local admin rights.

The 1Click TSP Installer cannot fix a broken non-functional TSP install.
If you already have the TSP installed and it is not working, we recommend uninstalling it before attempting a 1Click install.

Microsoft Dialer is a great test tool to see if the TSP is functioning.
When you run Dialer, pull down the Connect Using menu.
You should see your Cisco extensions listed in there.
If you do not see Cisco devices, the TSP is not installed/configured correctly.

If you are having difficulty with the Cisco TSP and want to force the console into Sockets mode, you can set the value of the following registry key to 1.  The value of 0 is the default for automatic detection of the Cisco TSP.  This is a per user setting.

HKEY_CURRENT_USER\Software\Bridge Communications\Bridge Operator Console 3\ForceSocketMode

Changing CallManager IP address

If you change the IP Address of the BOC dependent CallManager there are a few settings to adjust.

1. On the machine hosting the BOC TAPI2 service, you must make the corresponding IP address change in the Cisco TSP.
2. Within the BOC Phone System Settings, you will need to change the CallManager IP address in the CUCM settings section.
3. If you have any BOC Consoles operating in hybrid mode, you will need to make the IP address change in the Cisco TSP installed on those machines.

Changing BOC Server IP Addressing

If the BOC database is located on the BOC Server and the clients are accessing it by IP address, you will need to change the BOC Console on the clients to point to the new IP.

If the database is located off box, a simple BOC server restart is sufficient. No settings changes to the client are necessary. Restart the BOC Client.

If the clients are accessing the database by DNS name, you simply need to change the DNS record and reboot the BOC clients.

Troubleshooting Web Services on Cisco telephone

In a standard web browser, you should be able to perform the following tasks.

http://<phone ip>
 Should display the phone configuration

http://<phone ip>/CGI/Screenshot
You will need to authenticate here with a CallManager username. (BOC-Admin)
This should display a picture of what is currently displayed on the phone.

If you get errors, usually it is related to the Auth URL Configuration on the CallManager.

This list provides possible CiscoIPPhoneError codes:

Error 0 = Authentication Failure error

Error 1 = Error parsing CiscoIPPhoneExecute object

Error 2 = Error framing CiscoIPPhoneResponse object

Error 3 = Internal file error

Error 4 = Authentication error

Error 5 = network error

Error 6 = timeout error

Unable to view Parked Calls.

When calls are not displayed in the parking lot there are 3 major places to check.

1) Verify there is not overlap in call park positions.  They must be unique across all partitions

2) Verify you are not using Clusterwide Clusterwide CallPark Number/Ranges
 (System->Service Parameters->CallManager Service -> Advanced Options)

3) Verify the BOC Connector server is up and functioning.properly.

4) Verify that park positions are numeric.  No * or # in the number.

Using Exchange Connector with Exchange Online / o365.

You can locate the EWS URL with the Test E-Mail Autoconfiguration in Outlook. To do it,

--Start Outlook client.

--Hold down the CTRL key, right-click the Outlook icon in the notification area, and then click Test E-mail AutoConfiguration.

--Verify that the correct email address is in the E-mail Address box.

--Click to clear the Use Guessmart check box and the Secure Guessmart Authentication check box.

--On the Test E-mail AutoConfiguration page, click to select the Use AutoDiscover check.

--From the Results tab locate the Availability Service URL.


From there you will configure impersonation.  Use the following 

Phantom Park Issues

There is a rare condition wherein calls will remain visible in the Parking lot after they have been either retrieved or hung up. The counter will count down to zero, the call with briefly disappear, the call will reappear and the process starts over again.

It appears that it can affect all versions of CallManager prior to version 10.x.

In essence, after the call is no longer in the Parking slot, we are not getting an UnPark Event from CallManager


There is a fix available by contacting Cisco TAC. Reference the following numbers.


CSCty67720 - CTI handler leak in Callpark manager
CSCty04584 - Idle event not reported in hunt list RNA race scenario

Call transfer issues

If you are having trouble transferring calls it may be a result of an improperly set prepend digit.
Verify both the client settings and the server side setting.

Client

Server

However, if the prepend digit is not the issue, it may be a gateway configuration issue.
Especially if you are trying to transfer a call you put on hold.
When handling a held call, we don't actually transfer the call.  We do a redirect.  This allows the call to retain all of the original call information and not be stamped with the operator's information.
The trouble is in that original call did not have all of the correct information to begin with.
Confusion arises because you cannot actually recreate it with a physical phone since you cannot actually perform a redirect on phone.

You can test this by performing the the same Call->Answer->Place on Hold -> Transfer process with a call that originates from another internal extension.  It should complete as expected.

This problem and fix resides on the gateway configuration.  The fix is phrased somewhat differently depending upon the gateway type (MGCP, ISDN, H.323,SIP etc) but its the same logic.

Select the box for Redirecting Number or Redirecting Diversion Header Inbound/Outbound.
This change will require a Gateway reset, so you may need a maintenance window.

More information can be found here.
https://supportforums.cisco.com/discussion/10926046/call-forwarding-retain-redirecting-device-information

Launch issues

If you experience issues at launch time that appear to be a freeze or stuck screen, there may be an issue with .NET framework.

• .NET Framework 4.5 depends on the Windows Performance Counters..You can reinitialize them by typing the following at a Command Prompt.
       lodctr /R
  You must run this command as a local administrator.
  
  If you receive an Error 5, you are not an admin.
  If you receive an Error 2, make sure you are running from the C: drive.
  
  This should repair the condition and allow BOC to launch.
  
  
• A second issue is with .NET Framework 4.7.
  If you see a Windows Application Event log with the following Warning message.
  
     An unhanded exception just occurred.  The type initializer for 'MS.Win32.Penimc.UnsafeNativeMethods' threw an exception.
  
  Uninstall .NET Framework 4.7 and install .NET 4.6.2 instead.
  
  This should repair the condition and allow BOC to launch.

How to check for license update.

On the machine that hosts Bridge Communications TAPI2 Connector, launch the BOC Phone System Settings tool.  The lower right corner of the tool will indicate the user count and date of expiry.

If you would like to force the Connector to check for updated license information, click on the Utilities tab.  There you will find an icon for License Update.  Click on that to initiate a license check.
Once the license update process completes, verify the date and count in the lower right corner of the main screen once again.

If you've recently purchase new features, click on the Add-Ons tab.  Under here, you can click on the Unlock Purchased Add ons, to enable them.  You can also do this to validate what add-ons you have licensed.

If this is not successful, you will need to manually update the license,
A manual update can be performed with the steps here

Manually Update License