[cisco-voip] Outbound IVR-UCCX and CUBE

Fri Oct 16 10:21:27 EDT 2015

Nice work Nick, and thanks for such great detail on your efforts.  I agree
that switching your transcoder to universal didn't help you, considering
you are not using the transcoder any longer.  You did confirm that correct?

I am also curious to see how having no dtmf-relay impacts your users.  You
must only ever do g711 out to the PSTN then?  And your ITSP was onboard
with no relay?

Was the TCP vs UDP requirement documented somewhere and you just missed it
originally, or was that a shot in the dark to try TCP?

Thanks again for sharing your journey.

On Thu, Oct 15, 2015 at 6:00 PM, Nick Britt <nickolasjbritt at gmail.com>
wrote:

> 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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