IPCC enterprise with IP-IVR as VRU urgent help!!!

Unanswered Question
Dec 17th, 2008

We use VRU with next scenario:

in ICM scrip:

Translation route to VRU

Run Ext Script

The problem is that in random timeout the vru script canceled by icm.

please help ASAP,

Thanks

Below log from IVR:

LIB_ICM-7-MSG_RECEIVED:ICM message received: ICM Message=CANCEL[length=20,dialogueId=44,sendSeqNo=3,invokedId=3,requestId=2]

19994: Dec 17 19:16:50.042 IST %MIVR-LIB_ICM-7-UNK:Trunk.executorQueue add task for: Trunk Number=5,Trunk Group ID=1

19995: Dec 17 19:16:50.042 IST %MIVR-LIB_ICM-7-UNK:processing message done: ICM Message=CANCEL[length=20,dialogueId=44,sendSeqNo=3,invokedId=3,requestId=2]

19996: Dec 17 19:16:50.042 IST %MIVR-LIB_ICM-7-UNK:Waiting for new ICM message

19997: Dec 17 19:16:50.042 IST %MIVR-LIB_ICM-7-UNK:Trunk.executorQueue add task for: Trunk Number=5,Trunk Group ID=1

19998: Dec 17 19:16:50.042 IST %MIVR-APP_MGR-7-INTERRUPTING_TASK:Application task is interrupting: Application=App[name=myMain,type=Cisco ICM Translation-Routing,id=1,desc=myMain,enabled=true,max=10,valid=true,optional=[last.modified=1229505575525,idleTimeout=5000,defaultScript=myInfo.aef]],Task id=36,000,000,202,Interruption=com.cisco.wf.subsystems.ged125.ICMCancelInterruption

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cvenour Wed, 12/17/2008 - 14:33

Are the IPIVR ports configured for Translation Routing or Post Routing?

C.

malhaque Wed, 12/17/2008 - 16:11

Generally, ICM will send CANCEL message to the IPIVR when an agent becomes available, assuming you have it Queued while the call is at the IPIVR. After the Cancel is sent, ICM will send the agent extension to the IPIVR to redirect the call.

1. If the call drops, you might not have the agent extension (label) defined for that agent with the IPIVR routing client, causing the ICM to Cancel the call but no extension configured to send the call. Symptom is that agent is set to Reserved state and does not get a call.

Hope it helps.

malhaque Wed, 12/17/2008 - 16:17

Another reason could be that by default there is 180 seconds configured in the VRU scripts (ICM Config Mgr.) for IVR to finish playing the prompts and return to ICM and IVR script is taking longer than 180 seconds or whatever is defined in Config Mgr for that script.

Check the VRU PIM logs for that IVR to understand the communication b/w ICM and IPIVR.

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