[cisco-voip] Play IVR after AMD greeting

Thu Dec 12 14:27:12 EST 2013

Hi Abhiram,
I will look into the logs an update accordingly. BTW, i have already set the values as per requirement but still facing the sa,e problem.

From: akramadh at cisco.com
To: akramadh at cisco.com; shaary1 at hotmail.com; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Play IVR after AMD greeting
Date: Tue, 10 Dec 2013 17:06:02 +0000

The issue of the AsmT being sent by the dialer earlier seems unlikely. 

I would suspect that the answering machine is being treated as Human Voice/Low Volume and therefore the prompt is played. We can confirm that from the logs, but we should look at that if the issue persists after making the changes on the SIP configuration
 page on UCCX specific to AMD. We can then look to see the SIP UPDATE messages received and review the SIP dialer config if needed.

Regards,
Abhiram Kramadhati
CCIE Voice # 40065
Contact Center TAC 
Cisco Systems

From: akramadh <akramadh at cisco.com>

Date: Tuesday, 10 December 2013 10:11 PM

To: shary shary <shaary1 at hotmail.com>, "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>

Subject: Re: [cisco-voip] Play IVR after AMD greeting

Hi Shary,

When you are working with the UCCX Outbound IVR and Answering machine, the following is the mechanism:

--The UCCX waits for the CPA update from the Dialer. Based on the repsonse: Live Speech, Low Volume or Answering Machine, the UCCX will proceed. It is important to note that an update HAS to come.
-- If it is Answeting Machine, then there has to be a total of 3 UPDATE messages:

1) The first UPDATE: telling that the CPA has started (Cpas)

UPDATE sip:9193929898 at 14.10.166.16:5065;transport=udp SIP/2.0
...
Call-ID: 134401919546410 at 14.10.166.16
...
Content-Type: application/x-cisco-cpa
Content-Disposition: signal;handling=optional
Content-Length: 26

event=detected
status=CpaS

2. The second UPDATE message: telling that it detected Answering Machine (Asm)

UPDATE sip:559-600-1377 at 172.24.1.3:5065;transport=udp SIP/2.0
Via: SIP/2.0/UDP 172.24.255.8:5060;branch=z9hG4bK24A149F
From: <sip:19492656062 at 172.24.255.8>;tag=20E95654-2025
To: <sip:559-600-1377 at 172.24.1.3>;tag=ds3cb988ab
Date: Thu, 13 Dec 2012 04:40:29 GMT
Call-ID: 1355373606112104 at 172.24.1.3
User-Agent: Cisco-SIPGateway/IOS-12.x
Max-Forwards: 70
Supported: 100rel,timer,resource-priority,replaces,sdp-anat
Timestamp: 1355373631
Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER
CSeq: 102 UPDATE
Contact: <sip:19492656062 at 172.24.255.8:5060>
Min-SE:  1800
Content-Type: application/x-cisco-cpa
Content-Disposition: signal;handling=optional
Content-Length: 168

event=detected
status=Asm

3. The third UPDATE message: telling that it detecting the Answering Machine Terminating Tone (AsmT)

UPDATE sip:559-600-1377 at 172.24.1.3:5065;transport=udp SIP/2.0
Via: SIP/2.0/UDP 172.24.255.8:5060;branch=z9hG4bK24F14B5
From: <sip:19492656062 at 172.24.255.8>;tag=20E95654-2025
To: <sip:559-600-1377 at 172.24.1.3>;tag=ds3cb988ab
Date: Thu, 13 Dec 2012 04:40:29 GMT
Call-ID: 1355373606112104 at 172.24.1.3
User-Agent: Cisco-SIPGateway/IOS-12.x
Max-Forwards: 70
Supported: 100rel,timer,resource-priority,replaces,sdp-anat
Timestamp: 1355373638
Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER
CSeq: 103 UPDATE
Contact: <sip:19492656062 at 172.24.255.8:5060>
Min-SE:  1800
Content-Type: application/x-cisco-cpa
Content-Disposition: signal;handling=optional
Content-Length: 172

event=detected
status=AsmT

The UCCX will start performing its action (say, transfer to script and play prompt) after AsmT. This is important becasue if it is done after Asm, then the scenario could be:

Answering machine is saying "Mr X. is not available. Leave message after beep" <Beep>
We get the Asm after the gateway hears "Mr.X..." but the AsmT is sent after the Gateway hears <Beep>. If the media is played after Mr.X (Asm), the answering machine will not be recorfing that prompt and there might be complains that the initial part of
 the prompt is not recorded.

So, if the IPIVR is playing the prompt; then it would be because the AsmT message is received by UCCX. We should look at the UCCX logs and packet captures to check why and when the AsmT message was received. 

Also for AMD, the settings of 'Minimum Silence period' and 'Maximum Term Tone Analysis' should be changed from the default values to 608 and 30000 respectively: 
http://docwiki.cisco.com/wiki/Answering_machine/Voice_Mail_is_not_detected,_it_is_marked_as_voice.

Hope it helps!

Cheers,
Abhiram Kramadhati
CCIE Voice # 40065

From: shary shary <shaary1 at hotmail.com>

Date: Tuesday, 10 December 2013 9:51 PM

To: "cisco-voip at puck.nether.net" <cisco-voip at puck.nether.net>

Subject: [cisco-voip] Play IVR after AMD greeting

Hi all,

we are facing one challenge in uccx solution with our customer that when system make an outbound call and customer doesn't pick the call then it starts playing IVR before end of AMD machine recording.

We need to play the IVR only once the AMD machine stop playing its recording, so that IVR can be recorded completely. Any way to acheive this.

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