[cisco-voip] Outbound IVR-UCCX and CUBE

Thu Oct 15 19:00:12 EDT 2015

Didn't try VAD maybe should have though! Resolution below, in short we
changed the trans-coder to universal (not sure this helped the issue)
forced TCP in both the SIP gateway within UCCX and on the incoming
dial-peers then also removed RTP-NTE DTMF on the dial-peers.

Here is a summary:

*Problem description: *

·         CPA calls from UCCX oubound dialer not working over SIP trunk to
CUBE.

*Case closure Summary:*

·         We started with debugging the CUBE.

·         According to the flow between CCX and GW:

INVITE from CCX to GW -->

100 Trying <--

180 Ring<--

200 OK<--

·          We are not receiving ACK from CCX to proceed with the call
further, after which we should establish media CPA and send an update to
CCX.

·         Collected MIVR logs and found that UCCX is not accepting the
incoming SIP signaling from VGW on its Sip stack.

·         Confirmed SIP packet relay using packet captures.

·         UCCX server was rebooted more than one time but issue remained
the same.

·         We finally changed the protocol from UDP to TCP between the UCCX
and cube. This helped in the SIP signaling to complete.

·         We also upgraded the IOS to 15.5 proactively.

·         Did some research and found an enhancement Caveat
https://tools.cisco.com/bugsearch/bug/CSCui62525/?

·         As per the Caveat *Call Progress Analysis (CPA) will fail to run
and detect live voice or SIT tones during a Unified Contact Center Express
(UCCX) IVR-based Outbound Dialer Call.*

·         Now since we were doing DTMF internetworking (RTP-NTE to raw
inband) the DSPs were ingoring the CPA config and not detecting the audio.

·         We removed the DTMF internetworking and allowed raw inband DTMF
type on the Service provider leg. To do this we removed the “dtmf-relay
rtp-nte” under the dial peer 60 which was the dial peer to provider.

·         We also rolled back the IOS version to 15.4.3 as it was and
confirmed calls success.

·         For your reference I have posted the useful CPA links below.

*CPA config :*

https://tools.cisco.com/squish/6fFE9

*CPA call flow overview:*

https://tools.cisco.com/squish/3CEe0

On Fri, Oct 16, 2015 at 1:52 AM, Ryan Huff <ryanhuff at outlook.com> wrote:

> Long shot here but have you double checked that voice activity detection
> (VAD) is off?
>
> Thanks,
>
> Ryan
>
> ------------------------------
> From: nickolasjbritt at gmail.com
> Date: Thu, 15 Oct 2015 14:14:59 +1100
> To: rlafount at cisco.com
> Subject: Re: [cisco-voip] Outbound IVR-UCCX and CUBE
> CC: cisco-voip at puck.nether.net
>
>
> Sorry to Grave dig here, trying to configure CPA on UCCX on
> 10.6(1.10000.1) with a CISCO2921/K9 on  Version 15.4(3)M4, RELEASE SOFTWARE
> (fc1).
>
> It appears CSCui62525 was resolved on our version of UCCX but we tried
> removing RTP-NTE from all dialpeers with no luck (no update messages being
> sent from the GW to UCCX to advise that a live human is speaking connected)
>
> Anything else we should check? TAC is next :(
>
>
> On Fri, Apr 11, 2014 at 4:12 AM, Ryan LaFountain (rlafount) <
> rlafount at cisco.com> wrote:
>
> Hi Michele,
>
> As Bill said, only TDM is supported at this time. Although CUBE recently
> released support for CPA in DSPs that is not involved in call termination,
> there are still some things we have to work out.
>
> You can track CSCui62525. When this gets integrated I hope we’ll support
> CUBE for IVR-based Outbound Dialer with UCCX.
>
> You can also see this article which talks a little bit more about it.
>
>
> http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/116084-trouble-ivr-dialer-00.html
>
> Thank you,
>
> Ryan LaFountain
> Unified Contact Center
> Cisco Services
> Direct: +1 919 392 9898
> Hours: M - F 9:00am - 5:00pm Eastern Time
>
> On Apr 10, 2014, at 12:41 PM, Bill Talley <btalley at gmail.com> wrote:
>
> PSTN access has to be TDM.  SIP trunking to telco is not supported in CCX
> 9.0(2) for outbound dialer functionality.
>
> <replying all this time>
>
>
> On Thu, Apr 10, 2014 at 12:11 PM, Michele Russo (AM) <
> michele.russo at dimensiondata.com> wrote:
>
> I am configuring an Outbound IVR Progressive Campaign using UCCX version
> 9.0.2 and CUBE.  Is this supported? I saw a note in this got a bit worried.
>
> http://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/116084-trouble-ivr-dialer-00.html#anc8
>
> Thanks.
>
>
>
>
>
> Michele Russo Harttree
>
> Consultant
>
> Dimension Data NA
>
> 11730 Plaza America Drive Suite 350
>
> Reston, Va 20190
>
> 202-460-3965 (cell)
>
> 571-203-4007 (desk)
>
> michele.russo at dimensiondata.com
>
>
>
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>
> --
> - Nick
>
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-- 
- Nick
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