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Cisco Sip Dialer (8.5) problems with customer call

Unanswered Question
Dec 17th, 2013
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I have SIP Dialer 8.5 is conected directly to a voice gateway Cisco 2851 with IOS c2800nm-entservicesk9-mz.151-3.T4.bin, regisered 2 phones with number 1010 and 1020 at CUCM 8.6.

All services PG and Dialer in active state.

Login in CTIOS Desktop (phone number: 1010, id agent: 7500). For test I make a call from Dialer to number 1020.

Agent reserved system but call fail.

Log file from gateway:

dialer.png


10.3.3.3 - Dialer

10.3.3.11 - Gateway

10.3.3.6 - CUCM


448 - dialer port

1010 - agent phone

1020 - customer phone


Dec 16 13:30:02.269: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:

Received:

INVITE sip:[email protected] SIP/2.0

Via: SIP/2.0/UDP 10.3.3.3:58800;branch=z9hG4bK-d8754z-89061269042a8a62-1---d8754z-;rport

Max-Forwards: 70

Require: 100rel

Contact: <sip:[email protected]:58800>

To: <sip:[email protected]>

From: <sip:[email protected]>;tag=fd38e32f

Call-ID: ea7a8534-9e02137e-44052e46-8e39203c

CSeq: 1 INVITE

Session-Expires: 1800

Min-SE: 90

Allow: INVITE, ACK, CANCEL, OPTIONS, BYE, UPDATE, NOTIFY, PRACK, REFER, NOTIFY, OPTIONS

Content-Type: Multipart/mixed;boundary=uniqueBoundary

Supported: timer, resource-priority, replaces

User-Agent: Cisco-SIPDialer/UCCE8.0

Content-Length: 530

Remote-Party-ID: <sip:@10.3.3.11>;party=calling;screen=no;privacy=off

--uniqueBoundary

Content-Type: application/sdp

Content-Disposition: session;handling=required

v=0

o=CiscoSystemsSIP-GW-UserAgent 2884 2524 IN IP4 172.19.155.41

s=SIP Call

c=IN IP4 0.0.0.0

t=0 0

m=audio 19994 RTP/AVP 0

a=inactive

--uniqueBoundary

Content-Type: application/x-cisco-cpa

Content-Disposition: signal;handling=optional

Events=FT,Asm,AsmT,Sit,Piano

CPAMinSilencePeriod=608

CPAAnalysisPeriod=2500

CPAMaxTimeAnalysis=3000

CPAMaxTermToneAnalysis=30000

CPAMinValidSpeechTime=112

--uniqueBoundary--


Source Filename: ccapi_16_12_dialer1


*Dec 16 13:30:02.277: //18653/006583A78908/SIP/Msg/ccsipDisplayMsg:

Sent:

SIP/2.0 100 Trying

Via: SIP/2.0/UDP 10.3.3.3:58800;branch=z9hG4bK-d8754z-89061269042a8a62-1---d8754z-;rport

From: <sip:[email protected]>;tag=fd38e32f

To: <sip:[email protected]>

Date: Mon, 16 Dec 2013 13:30:02 GMT

Call-ID: ea7a8534-9e02137e-44052e46-8e39203c

CSeq: 1 INVITE

Allow-Events: telephone-event

Server: Cisco-SIPGateway/IOS-12.x

Content-Length: 0


Source Filename: ccapi_16_12_dialer1

Dec 16 13:30:02.289: //18654/006583A78908/SIP/Msg/ccsipDisplayMsg:

Sent:

INVITE sip:[email protected]:5060 SIP/2.0

Via: SIP/2.0/UDP 10.3.3.11:5060;branch=z9hG4bK62588

From: <sip:10.3.3.11>;tag=5B51AFC-1423

To: <sip:[email protected]>

Date: Mon, 16 Dec 2013 13:30:02 GMT

Call-ID: [email protected]

Supported: timer,resource-priority,replaces,sdp-anat

Require: 100rel

Min-SE:  1800

Cisco-Guid: 0006652839-1703743971-2299064485-3956549812

User-Agent: Cisco-SIPGateway/IOS-12.x

Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER

CSeq: 101 INVITE

Timestamp: 1387200602

Contact: <sip:10.3.3.11:5060>

Expires: 180

Allow-Events: telephone-event

Max-Forwards: 69

Session-Expires:  1800

Content-Type: application/sdp

Content-Disposition: session;handling=required

Content-Length: 211

v=0

o=CiscoSystemsSIP-GW-UserAgent 310 2097 IN IP4 10.3.3.11

s=SIP Call

c=IN IP4 10.3.3.11

t=0 0

m=audio 18030 RTP/AVP 0 19

c=IN IP4 10.3.3.11

a=rtpmap:0 PCMU/8000

a=rtpmap:19 CN/8000

a=ptime:20


Source Filename: ccapi_16_12_dialer1


Dec 16 13:30:02.313: //18654/006583A78908/SIP/Msg/ccsipDisplayMsg:

Received:

SIP/2.0 420 Bad Extension

Via: SIP/2.0/UDP 10.3.3.11:5060;branch=z9hG4bK62588

From: <sip:10.3.3.11>;tag=5B51AFC-1423

To: <sip:[email protected]>;tag=2062172177

Date: Mon, 16 Dec 2013 13:39:16 GMT

Call-ID: [email protected]

CSeq: 101 INVITE

Allow-Events: presence

Unsupported: 100rel

Content-Length: 0


Source Filename: ccapi_16_12_dialer1


Dec 16 13:30:02.317: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:

Sent:

ACK sip:[email protected]:5060 SIP/2.0

Via: SIP/2.0/UDP 10.3.3.11:5060;branch=z9hG4bK62588

From: <sip:10.3.3.11>;tag=5B51AFC-1423

To: <sip:[email protected]>;tag=2062172177

Date: Mon, 16 Dec 2013 13:30:02 GMT

Call-ID: [email protected]

Max-Forwards: 70

CSeq: 101 ACK

Allow-Events: telephone-event

Content-Length: 0


Source Filename: ccapi_16_12_dialer1


Dec 16 13:30:02.317: //18653/006583A78908/SIP/Msg/ccsipDisplayMsg:

Sent:

SIP/2.0 500 Internal Server Error

Via: SIP/2.0/UDP 10.3.3.3:58800;branch=z9hG4bK-d8754z-89061269042a8a62-1---d8754z-;rport

From: <sip:[email protected]>;tag=fd38e32f

To: <sip:[email protected]>;tag=5B51B1C-2647

Date: Mon, 16 Dec 2013 13:30:02 GMT

Call-ID: ea7a8534-9e02137e-44052e46-8e39203c

CSeq: 1 INVITE

Allow-Events: telephone-event

Server: Cisco-SIPGateway/IOS-12.x

Reason: Q.850;cause=127

Content-Length: 0


Source Filename: ccapi_16_12_dialer1

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Gergely Szabo Tue, 12/17/2013 - 01:17
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Hi,

alright, did you check the usual suspects, for instance, is there a SIP trunk between the GW and CUCM. Also, can you post the outbound SIP dial-peer from the GW to CUCM. Should be something like this:


dial-peer voice 2001 voip

  description SIP REFER -> CUCM

  destination-pattern .T

  session protocol sipv2

  session target ipv4:10.20.30.40 !CUCM address

  voice-class sip rel1xx supported "100rel"

  no voice-class sip reset timer expires 183

  dtmf-relay sip-notify

  codec g711ulaw

  no vad


G.

Andrey Tereschenko Tue, 12/17/2013 - 02:12
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Hi,


voice service voip

ip address trusted list

  ipv4 10.3.3.0 255.255.255.0

allow-connections sip to sip

signaling forward none

sip

  bind control source-interface Loopback22

  bind media source-interface Loopback22

  rel1xx require "100rel"


dial-peer voice 51 voip

session protocol sipv2

incoming called-number .T

voice-class sip rel1xx require "100rel"

codec g711ulaw


dial-peer voice 52 voip

session protocol sipv2

destination-pattern 1...

voice-class sip rel1xx require "100rel"

session target ipv4:10.3.3.6 !CUCM address

codec g711ulaw

Gergely Szabo Tue, 12/17/2013 - 02:24
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Hi, can you just try replacing the voice-class sip line in the outbound dial-peer with voice-class sip rel1xx supported "100rel".

G.

Andrey Tereschenko Tue, 12/17/2013 - 07:42
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I change voice-class sip rel1xx supported "100rel" for dial-peer's,

but the problem persists

Gergely Szabo Tue, 12/17/2013 - 09:19
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Hi, can you please rewrite the destionation-pattern expression in the outbound dial-peer to .T - if possible, just for testing.
Also can you confirm the IOS version is 15.x? It won't work with older versions.
G.


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Andrey Tereschenko Tue, 12/17/2013 - 23:12
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Нi, I am rewrite dial-peer, and now dial-peer look like:


dial-peer voice 52 voip

session protocol sipv2

destination-pattern .T


voice-class sip rel1xx supported "100rel"

session target ipv4:10.3.3.6 !CUCM address

codec g711ulaw


#sh ver

Cisco IOS Software, 2800 Software (C2800NM-ENTSERVICESK9-M), Version       15.1(3)T4, RELEASE SOFTWARE (fc1)

Technical Support: http://www.cisco.com/techsupport

Copyright (c) 1986-2012 by Cisco Systems, Inc.


ROM: System Bootstrap, Version 12.3(8r)T7, RELEASE SOFTWARE (fc1)

Gergely Szabo Tue, 12/17/2013 - 23:29
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Okay, I would like you to set up SIP tracing in CUCM. Do you know how to do that?

Thanks.

G.

Gergely Szabo Wed, 12/18/2013 - 00:19
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Hi,


this


15:10:58.696 |//SIP/SIPHandler/ccbId=0/scbId=0/getRel1xxType: No matching SIP trunk found in hash table, returning rel1xx disabled|1,100,230,1.50^10.3.3.11^*

15:10:58.696 |//SIP/SIPHandler/ccbId=0/scbId=0/sipSPIGetCallExtensionSupported: SIPRel1xxEnabledServiceParamSetting=0 , ccb->pld.outboundRel1xx=1|1,100,230,1.50^10.3.3.11^*

15:10:58.696 |//SIP/Stack/Error/0xf3a3340/Bad Extension - Require header processing failed.|1,100,230,1.50^10.3.3.11^*


is a bit suspicious.

Is there a SIP trunk configured in CUCM, pointing towards the GW?

Also, can you please try removing the rel1xx require "100rel" command from the voice service voip > sip section?

Also, is there a CVP involved in here?

G.

Andrey Tereschenko Wed, 12/18/2013 - 02:31
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Hi,

New configuration gateway, new debug call (agent login on phone 1010, call customer phone 1020, 1030, 0635878424)

I dont have CVP, I use IPIVR

On CUCM I have trunk with destination 10.3.3.11, specific security profile and normalisatin script according Outbound Option Guide

for Cisco Unified Contact Center Enterprise and Hosted 8.5(1)

And I add in sip profile some change (problem not resolve):

Gateway:

voice service voip

ip address trusted list

  ipv4 10.202.0.0 255.255.0.0

allow-connections sip to sip

signaling forward none

sip

  bind control source-interface Loopback202

  bind media source-interface Loopback202


dial-peer voice 51 voip

session protocol sipv2

incoming called-number .T

voice-class sip rel1xx supported "100rel"

codec g711ulaw

!

dial-peer voice 52 voip

description to_CCM

destination-pattern .T

session protocol sipv2

session target ipv4:10.3.3.6

voice-class sip rel1xx supported "100rel"

no voice-class sip reset timer expires 183

dtmf-relay sip-notify

codec g711ulaw

no vad


Log call on number 1020(cucm) - not call, 1030(cucm) - not call, (0635878424(pri) - when dialer call on mobile number I recive call, but call not transfer to agent - file CUCM in attachtment log_cucm.txt

Gergely Szabo Wed, 12/18/2013 - 03:04
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OK, let's take a look at it from a different angle.

What does the agent see? Can you give me a screenshot of it?

G.

Andrey Tereschenko Fri, 12/20/2013 - 03:12
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Reservation agent:


when I recive call on mobile phone, string reservation disappears

Gergely Szabo Fri, 12/20/2013 - 03:15
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Oops.

You should use the other CTI Toolkit Desktop, the one with the Outbound Option buttons (Accept, Reject, etc).

If you chose the default installation options, it's

"C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Samples\CTI Toolkit Outbound Desktop\CTIOSOutOptSSoftphone.exe"


Can you also confirm that the dialing mode is Preview or Preview-Direct?

Thanks.

G.

Andrey Tereschenko Fri, 12/20/2013 - 03:20
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In CTI Toolkit Outbound Desktop same situation, only buttons not active when reservation occure...

Dialing mode is Predictive

Gergely Szabo Fri, 12/20/2013 - 03:23
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OK, can you switch to preview mode and see what happens in the Outbound Desktop?

G.

Andrey Tereschenko Wed, 01/08/2014 - 07:44
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Problem resolve: In Agent Targeting Rule for extension add Routing Client (Dialer)

Gergely Szabo Wed, 01/08/2014 - 07:48
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Hi Andrey, thanks for updating the thread with the solution.

Actually, it's a common mistake to forget about the Dialer PG as the Routing Client for Device Target or Agent Targeting Rule. But again, ICM is not easy to understand.

G.

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