[cisco-voip] strange uccx 7.0 issue

[Ryan LaFountain (rlafount)]

Hi Erick,

I looked at a call to 1234 from 5417294006 and it fails due to media negotiation failure with the CTI Port:

Cisco001MIVR126.log:8250: 8983156: Aug 10 15:36:21.215 CDT %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=3130,implId=186642/1,state=STATE_RECEIVED_IDX,inbound=true,App name=Huron_IT,task=null,session=null,seq num=-1,cn=1234,dn=1234,cgn=5417294006,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1234,route=RP[num=1234],TP=null

Cisco001MIVR126.log:8339: 8983245: Aug 10 15:36:21.778 CDT %MIVR-SS_TEL-7-UNK:CallID:3130 MediaId:186642/1 Task:73000008035, CallCtlConnFailed, Inbound call, callctl cause:107, [919008003:Chi_Phones/(P1-JtapiUser_1) GCID=(1,186642)->ACTIVE]->FAILED

Cause 107 is media negotiation and this is throw when the CTI Port attempts to answer the call.

I looked at the following call (an earlier call to the same number from the same PSTN number) and it has the same issue:

8983068: Aug 10 15:36:20.356 CDT %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=3129,implId=1055625/6,state=STATE_RECEIVED_IDX,inbound=true,App name=Huron_IT,task=null,session=null,seq num=-1,cn=1234,dn=1234,cgn=5417294006,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1234,route=RP[num=1234],TP=null

I would fix this and see if the issue persists. Depending on the exact version of 7.x you're running, we didn't really handle exceptions like this very well. UCCX just assumed it would never hit a condition where the call failed for reasons outside of its control. As a result, the call looks to continue processing through the script, even though the actual call has failed due to the media negotiation.

Hope this helps.

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Email: rlafount at cisco.com
Hours: M – F 9:00am – 5:00pm

From: Erick Wellnitz <ewellnitzvoip at gmail.com<mailto:ewellnitzvoip at gmail.com>>
Date: Monday, August 13, 2012 11:39 AM
To: Ryan LaFountain <rlafount at cisco.com<mailto:rlafount at cisco.com>>
Cc: cisco-voip <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] strange uccx 7.0 issue

Oops.  Here are the files direct from the MIVR directory.

On Sat, Aug 11, 2012 at 7:15 AM, Ryan LaFountain (rlafount) <rlafount at cisco.com<mailto:rlafount at cisco.com>> wrote:
Hi Eric,

Did you copy the log file content to a text file through RDP or VNC? They are all on a single line and impossible to read.

Please copy the actual .log file from the server and send them along. I'll be able to parse them pretty easily and will let you know what I see.

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898<tel:%2B1%20919%20392%209898>
Email: rlafount at cisco.com<mailto:rlafount at cisco.com>
Hours: M – F 9:00am – 5:00pm

From: Erick Wellnitz <ewellnitzvoip at gmail.com<mailto:ewellnitzvoip at gmail.com>>
Date: Friday, August 10, 2012 5:04 PM
To: Ryan LaFountain <rlafount at cisco.com<mailto:rlafount at cisco.com>>
Cc: cisco-voip <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] strange uccx 7.0 issue

Ryan,

Attached are three MIVR logs from the timeframe surrounding one of the calls yesterday.

Any external call to 1234 exhibits the same behavior.  Time of call was 15:44

I see a lot of exceptions but I'm really rusty on reading these logs.

On Fri, Aug 10, 2012 at 3:32 PM, Ryan LaFountain (rlafount) <rlafount at cisco.com<mailto:rlafount at cisco.com>> wrote:
Hi Erick,

With the symptoms you've described I would look for some type of call loop. If that isn't it, send along the MIVR traces and the call information, time, etc. and I'll check 'em out.

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898<tel:%2B1%20919%20392%209898>
Email: rlafount at cisco.com<mailto:rlafount at cisco.com>
Hours: M – F 9:00am – 5:00pm

From: Erick Wellnitz <ewellnitzvoip at gmail.com<mailto:ewellnitzvoip at gmail.com>>
Date: Friday, August 10, 2012 3:59 PM
To: cisco-voip <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: [cisco-voip] strange uccx 7.0 issue

I have a really strange issue.  I have 1 trigger misbehaving across the WAN.

The number comes in at the remote site as 1234, should play prompts if the agents are busy or do it's normal agent selection routine. This works fine dialing 1234 from a cisco phone.  When an outside caller calls 555-555-1234 the call maxes out our configured maximum sessions in short order and reserves all of the available agents.

Anyone seen this kind of behavior before?  Any ideas as to what to look for in the logs/traces?

It shouldn't be a codec mismatch or  I would expect a fast busy.

Thanks!



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