Error 95 Destination System Error

[subric]

Hello,

we have a nortel PBX and running genesys.  The call center users use a soft phone to control the hard phone. 
We're having a problem with the softphone


The problem: When 2 agents are involved in a conference with a caller, the 1st Agent can go on Hold but cannot resume (unhold) the call using the softphone.  He gets a error mentioned below 'Destination System Error' when he tries to resume the call.  The error seems to be returned from the PBX/Link.
Scenario:
Agent1 dials Agent2
Agent2 conferences Agent3
Agent2 puts the call on hold using softphone
Agent2 gets the error when trying to unhold the call.


Below is the message being returned from the link:

@15:07:50.3403 [<<] FF 0A 00 28 03 F3 25 08 08 00 30 08 00 08 38 39 39 37
31 04 00 00 78 04 00 00 2E 04 0D 0A 3F 04 04 4E 96 06 00 00 00 00
        Progress
        Reference ID:7325
        Origination Address:Internal, 8997
        Destination Address:Unknown,
        Cause:0
        Connection Status:Destination System Error
        Origination TN:44e
        Call ID:0




15:09:12.722 Trc 04541 RequestRetrieveCall received from [85] (00000416 US SoftPhone 10.60.180.67:2007) message RequestRetrieveCall
            AttributeThisDN        '8997'
            AttributeConnID        011b01d0578a6abf
            AttributeReferenceID          158
15:09:12.722 Int 04543 Interaction message "RequestRetrieveCall" received from 85 ("US SoftPhone")
@15:09:12.7222 [gctmi] Distributing request RequestRetrieveCall
@15:09:12.7223 [mlink] Address [8997,tDN,sOFFH] (reqRetrieveCall)
            Retrieve Original
            Reference ID:7371
            Origination Address:Unknown, 8997
            Call ID:35a070b
@15:09:12.7223 [>>] FF 0A 00 18 03 73 71 08 06 00 30 08 00 00 38 39 39 37
96 06 03 5A 07 0B
@15:09:12.8095 [<<] FF 0A 00 28 03 F3 71 08 08 00 30 08 00 08 38 39 39 37
31 04 00 00 78 04 00 00 2E 04 0D 0A 3F 04 04 4E 96 06 00 00 00 00
            Progress
            Reference ID:7371
            Origination Address:Internal, 8997
            Destination Address:Unknown,
            Cause:0
            Connection Status:Destination System Error
            Origination TN:44e
            Call ID:0 <<<<<<<<<========Empty call id

@15:09:19.9782 [mlink] Address [8997,tDN,sOFFH] (reqRetrieveCall)
                        Retrieve Original
                        Reference ID:7379
                        Origination Address:Unknown, 8997
            Call ID:35a070b

@15:09:20.1183 [<<] FF 0A 00 24 03 00 00 08 0F 00 37 04 08 A7 36 08 00 08
38 32 37 32 38 03 01 96 06 03 5A 07 0B 5F 05 0D 09 05
                        Status Change
                        This Device TN:8a7
                        This Device DN:Internal, 8272
                        This Device Status:On-Hook
                        Call ID:35a070b
            Enhanced Time Stamp:13:09:05


Can anyone shed some light on this?

[cavagnaro]

Usually when talking about Nortel and the flow of the messages the problem will be usually on Symposium...check there first. Ask for a reboot if it was working or an update to fix issues.

[Tambo]

we had this issue as well and the problem did lie with the Nortel switch, sorry i dont know how they fixed it, it was our 2nd line that done it

[subric]

do you know if it was a patch for the nortel switch or contact center or just a programming change?