Thanks for the response Chintan. I am actually using the same script from the CVP repository and on the ICM script, i just modified the media server and all the associated skill groups.

can you attach logs from CVP after the modification you made, also do you all the VXML applications related to callback are deployed and running on VXML server at

172.19.110.52

also i dont see ToExtVXML params are passed, try to hard-code ewt instead and see if it works.

Below is the ICM Call flow from the screenshot and the CVP Log. 

In looking at the CVP log, it looks like after the call gets back from VVB, its terminating and using the correlation ID to generate a new call. 

On line 129 of the CVP log below, you see that its using the correlation ID to generate a new call DNIS=777777779 ANI=7207442898

From the log, the calling number is 7709406657; the called number is 7207442898. my VRU label is 7777777 (7 digits which on my CVP Opscon, i also have the DNIS as 7 digit length)

Check the Activity Logs of the CCB VXML apps - CallbackEntry, CallbackWait etc.

Also, use the servlet on the CVP reporting server to verify the CCB queue behavior.

http://<RptServer>:8000/cvp/CallbackServlet?method=Diag

Regards,
Geoff

Hello Geoff,

    The call is not getting to the activity log. Also, in this setup, i don't have a CVP reporting server

Sorry mate - you must have a CVP Reporting Server for Courtesy Callback. That's where it all happens. That is the engine.

If you are just playing with those in order to understand how ICM, CVP and Studio Apps work together, you have chosen a difficult path.

Regards,
Geoff

Thanks Geoff. i will install one now.

Apart from what Geoff said that the reporting server is must requirement, do you even see calls passing Send To VRU node in ICM script?

I dont see that behavior from the logs, whats there at

172.19.110.61? VVB? can you post config of VVB?

yes, .61 is VVB. 

On the VVB, i have 3 items: CVP Ring tone- 919191*, Error tone--929292*, and 777777* Attached below are the screenshots.

On the ICM Script, the call leg is currently failing on the initial Send to VRU. I previously had my Label and ICM Tab (OpsCon) as 11 digit. At that point when i had it as 11 digit, the call was failing at the first run ext script ("Run CallbackEntry). 

CCB-icm.png--> Current State

cab.png--> Previous state with 11digit VRU Label and 11 digit ICM tab on OpsCon.

ok so you have to troubleshoot that first instead on jumping to CCB.

1. on VVB first try changing 777777* to 7777777! pattern.

2. fix the MAX DNIS length, you MAX DNIS should be atleast greater the max size of DN your ICM is handling and so should be the size of VRU label.

so lets lay the longest dialed number configured on ICM is 9 digit lengthy, then the value of MAX DNIS on CVP should be set to 9 or greater and the size of the VRU label should also be 9 digit.

you were using 11 digit before, try to fall back to that config first and see how it goes.

also configuration on ops console alone is not going to work, you also have apply those configs to CVP by doing SAVE and DEPLOY each time you change the config.

I made the recommended changes above:

CVP Ops- 11 Digit + Save and Deploy

ICM VRU Label- 11 Digit

VVB- 7777777!

Below is the screenshot of the ICM Script and the CVP Log.

ok so now Send To VRU issue is gone but you are once again back to no_session_error.

So multiple reason could be there, but the one main reason i am seeing is no ToExtVXML params reaching to CVP and that must be because one or more invalid conditions you might be having in set variable node in ICM script.

1. Hardcode the EWT value in set variable node as in attached to something like "20" or "30". if you used script available from CVP repository and did not update that node then node will use default config which will not necessarily match your system configs like Skill group name and will cause it fail having nothing passed to CVP.

2. Make sure you read the CVP guide on how to implement the courtesy call back. please go through guide step by step and perform configuration including reporting server setup:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_11_5_1/maintenance/Guide/PCCE_BK_P5FE2CBD_00_pcce-features-guide-11-5/PCCE_BK_P5FE2CBD_00_pcce-features-guide-11-5_chapter_0100.pdf

3. Make sure you see calls hitting CCB applications.