[cisco-voip] Outbound IVR-UCCX and CUBE

Nick Britt nickolasjbritt at gmail.com
Fri Oct 16 10:33:37 EDT 2015 

No tcp not documented anywhere. No chance to change the transcoder. But we
turned rtp-ntp off and that buggered everything. The bug is not resolved in
10.6

On Saturday, 17 October 2015, Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> 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
> <javascript:_e(%7B%7D,'cvml','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
>> <javascript:_e(%7B%7D,'cvml','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
>>> <javascript:_e(%7B%7D,'cvml','nickolasjbritt at gmail.com');>
>>> Date: Thu, 15 Oct 2015 14:14:59 +1100
>>> To: rlafount at cisco.com
>>> <javascript:_e(%7B%7D,'cvml','rlafount at cisco.com');>
>>> Subject: Re: [cisco-voip] Outbound IVR-UCCX and CUBE
>>> CC: cisco-voip at puck.nether.net
>>> <javascript:_e(%7B%7D,'cvml','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 <javascript:_e(%7B%7D,'cvml','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
>>> <javascript:_e(%7B%7D,'cvml','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
>>> <javascript:_e(%7B%7D,'cvml','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
>>> <javascript:_e(%7B%7D,'cvml','michele.russo at dimensiondata.com');>
>>>
>>>
>>>
>>> _______________________________________________
>>> cisco-voip mailing list
>>> cisco-voip at puck.nether.net
>>> <javascript:_e(%7B%7D,'cvml','cisco-voip at puck.nether.net');>
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>>
>>> _______________________________________________
>>> cisco-voip mailing list
>>> cisco-voip at puck.nether.net
>>> <javascript:_e(%7B%7D,'cvml','cisco-voip at puck.nether.net');>
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>>
>>>
>>> _______________________________________________
>>> cisco-voip mailing list
>>> cisco-voip at puck.nether.net
>>> <javascript:_e(%7B%7D,'cvml','cisco-voip at puck.nether.net');>
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>>
>>>
>>>
>>> --
>>> - Nick
>>>
>>> _______________________________________________ cisco-voip mailing list
>>> cisco-voip at puck.nether.net
>>> <javascript:_e(%7B%7D,'cvml','cisco-voip at puck.nether.net');>
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>
>>
>>
>> --
>> - Nick
>>
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip at puck.nether.net
>> <javascript:_e(%7B%7D,'cvml','cisco-voip at puck.nether.net');>
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>>
>

-- 
- Nick
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20151017/d13ebaab/attachment.html>

More information about the cisco-voip mailing list