B-ACD queue length and voicemail issue

Unanswered Question
May 28th, 2010

Hi,

while configuring B-ACD 2.1.2.3 on IOS 12.4.15T13 I ran into two issues:

with a voip dial-peer targeted to a loopback adress a single call will trigger the queue length (and therefore the display on the phones) to 2

and a TCL failure may occure when the call is forwarded to voicemail.

This is the config regarding B-ACD

application
  service QUEUE flash:/bacd/app-b-acd-2.1.2.3.tcl
  param queue-len 3
  param aa-hunt1 798
  param number-of-hunt-grps 1
  param queue-manager-debugs 1
  !
  service AA flash:/bacd/app-b-acd-aa-2.1.2.3.tcl
  paramspace english index 0
  param number-of-hunt-grps 1
  param drop-through-option 1
  param handoff-string AA
  paramspace english language en
  param max-time-vm-retry 2
  param aa-pilot 799
  paramspace english location flash:/bacd/
  param call-retry-timer 10
  param max-time-call-retry 300
  param voice-mail 699
  param service-name QUEUE

!

dial-peer voice 60 voip
description ***TO VOICEMAIL***

destination-pattern 6..
session protocol sipv2
session target ipv4:192.168.153.5
dtmf-relay rtp-nte
codec g711ulaw
fax rate disable
no vad
!

dial-peer voice 61 voip
description ***TO QUEUE***

service aa
destination-pattern 799
session target ipv4:192.168.152.1
incoming called-number 799
dtmf-relay h245-alphanumeric
codec g711ulaw
no vad
!

ephone-hunt 1 sequential
pilot 798
list 39
statistics collect

This is the debug to my failure output while forwarding to voicemail:

000973: May 28 23:07:14.688 CETS: //208//TCL :/tcl_PutsObjCmd: TCL B-ACD:  >>> THE QUEUE IS {TclModule_4760FB54_0_21772132 {CALL_HOLD} {1275080834}} <<<
000974: May 28 23:07:14.692 CETS: //208//TCL :/tcl_PutsObjCmd: TCL AA: >>> No Agents are available; Forwarding to Voice Mail <<<
000975: May 28 23:07:14.700 CETS: //208//TCL :/tcl_PutsObjCmd: TCL B-ACD:  >>> THE QUEUE IS {TclModule_4760FB54_0_21772132 {CALL_VM} {1275080834}} <<<
000976: May 28 23:07:14.704 CETS: //208//TCL :/tcl_PutsObjCmd: TCL AA: >>> No of attempts to voice mail = 1 <<<
000977: May 28 23:07:16.900 CETS: //208//TCL :/tcl_PutsObjCmd:
proc act_CallSetupDone
000978: May 28 23:07:16.900 CETS:
000979: May 28 23:07:16.900 CETS: //208//TCL :/tcl_PutsObjCmd:
IP IVR Leg Setup Status = ls_000
000980: May 28 23:07:16.900 CETS:
000981: May 28 23:07:16.900 CETS: //208//TCL :/tcl_PutsObjCmd: TCL AA: >> Call answered by the agent; Call Connected <<
000982: May 28 23:07:16.904 CETS: //208//TCL :/tcl_PutsObjCmd: TCL AA: >>> Incoming LEG ID = 208; Outgoing LEG ID = 212 <<<
000983: May 28 23:07:16.908 CETS: //208//TCL :/tcl_PutsObjCmd: TCL B-ACD:  >>> Time to Answer = 62 Seconds<<<
000984: May 28 23:07:16.908 CETS: //208//TCL :/tcl_PutsObjCmd: TCL B-ACD: +++ Call answered by voice mail; Agent stats not calculated +++
000985: May 28 23:07:16.908 CETS: //208//AFW_:/AFW_FSM_Drive: Tcl_Eval to drive FSM inside Tcl modulespace. code=1 code=ERROR
000986: May 28 23:07:16.908 CETS: TCL script failure
        Result:
                         invalid command name "/(0"
000987: May 28 23:07:16.908 CETS:       TCL script failure errorInfo:
                        invalid command name "/(0"
    while executing
"/($stat2($optionID) + $stat9($optionID))"
    ("CALL_HANDOFF" arm line 12)
    invoked from within
"switch -exact $legState {
                CALL_NEW {
                        if { $queueLen($optionID) < $CLI(queue-len) } {
                                QueueManager.Debug "TCL B-ACD: +++ New incoming call ..."
    (procedure "QueueManager.Get" line 96)
    invoked from within
"QueueManager.Get"

Can someone point me where I'm doing something wrong?

It seem's not be deterministic since sometimes a call may be directly transferred to voicemail and sometimes after timeout (my debug output)

Thanks

Sebastian

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sebastianwagner Sat, 05/29/2010 - 06:17

Hi,

I've upgraded to IOS 15.0.1M2 and B-ACD 3.0.0.2 and everything works as it should.

A single call triggers the menu to "1 call in queue" and forward to voicemail works as expected.

Not TCL Script failure so far.

Hooray!

Sebastian

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