UC500.com

Hopefully someone can help me with this. I'm a CCNA and highly skilled Senior Systems Engineer, but have no previous experience in Cisco Voice. I have just installed our 16 user UC520 in our office and am attempting to configure it properly before we start re-selling them. I've been able to get this working and iron out most issues, but one issue in particular remains. I've configured the system to be picked up by a custom built AA which will then let the caller press numbers to take them to the required department. The IVR will send people to reception if they don't select an option in the relevant timeout period. However, if a caller, disconnects whilst in the IVR, the call remains live for about 1 minute AFTER they've hung up resulting in a lot of "dead" calls coming throught o reception. This issue also occurs when a caller is leaving a voicemail for a user. After the caller has left a message, the voicemail will contain 10 seconds of silence and then about 40 seconds of the disconnect tone before finally ending the call.

We are using 4 FXO PSTN lines for inbound and outbound calls. I've configured all timeouts I can find (IE - Voice-port call disconnect, wait release, etc) to be 3 seconds or less. I have the cptone local set to AU (as I am in Australia). I've also tried setting a custom supervisory disconnect tone, with no luck. I'm not sure if the router is receiving the disconnect signal and something else is keeping the call alive or if it's not even receiving the disconnect signal.

I've posted an example of the Voice port settings below in case it helps anyone tell me what's going on (I've removed the custom supervisory disconnect tone as this didn't make any difference). Someone please help!

Voiceport settings

Type of VoicePort is FXO
Operation State is DORMANT
Administrative State is UP
The Last Interface Down Failure Cause is Administrative Shutdown
Description is Configured by CCA 4 FXO-0/1/0-Custom
Noise Regeneration is enabled
Non Linear Processing is enabled
Non Linear Mute is disabled
Non Linear Threshold is -21 dB
Music On Hold Threshold is Set to -38 dBm
In Gain is Set to 0 dB
Out Attenuation is Set to 3 dB
Echo Cancellation is enabled
Echo Cancellation NLP mute is disabled
Echo Cancellation NLP threshold is -21 dB
Echo Cancel Coverage is set to 64 ms
Echo Cancel worst case ERL is set to 6 dB
Playout-delay Mode is set to adaptive
Playout-delay Nominal is set to 60 ms
Playout-delay Maximum is set to 1000 ms
Playout-delay Minimum mode is set to default, value 40 ms
Playout-delay Fax is set to 300 ms
Connection Mode is plar opx
Connection Number is 20
Initial Time Out is set to 0 s
Interdigit Time Out is set to 10 s
Call Disconnect Time Out is set to 3 s
Ringing Time Out is set to 180 s
Wait Release Time Out is set to 3 s
Companding Type is A-law
Region Tone is set for AU

Analog Info Follows:
Currently processing none
Maintenance Mode Set to None (not in mtc mode)
Number of signaling protocol errors are 0
Impedance is set to 600r Ohm
Station name None, Station number None

Caller ID Info Follows:
Standard BELLCORE
Caller ID is received after 1 ring(s)
Translation profile (Incoming):
Translation profile (Outgoing):

Voice card specific Info Follows:
Signal Type is loopStart
Battery-Reversal is disabled
Number Of Rings is set to 1
Supervisory Disconnect is anytone
Answer Supervision is inactive
Hook Status is On Hook
Ring Detect Status is inactive
Ring Ground Status is inactive
Tip Ground Status is inactive
Dial Out Type is dtmf
Digit Duration Timing is set to 100 ms
InterDigit Duration Timing is set to 100 ms
Pulse Rate Timing is set to 10 pulses/second
InterDigit Pulse Duration Timing is set to 750 ms
Percent Break of Pulse is 65 percent
GuardOut timer is 2000 ms
Minimum ring duration timer is 125 ms
Hookflash-in Timing is set to 600 ms
Hookflash-out Timing is set to 400 ms
Supervisory Disconnect Timing (loopStart only) is set to 350 ms
OPX Ring Wait Timing is set to 6000 ms