Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

Courtesy Callback

CCM 8.5

CVP 8.5

ICM 8.5

5350 XM - Ingress+VXML

I am implementing Courtesy Callback and i have done the config as mentioned in the admin guide. The survivability service is invoked on POTS dial peer.

when i dial the number to invoke Courtesy Callback i only hear music there is no announcement to record name or number. has anyone faced this issue?

Regards,

Sandeep

28 REPLIES
New Member

Courtesy Callback

Hi Sandeep,

did you already found the problem?

Because I'm facing the same issue.

thanks

Markus

Courtesy Callback

For both of you : post the ActivityLog of your CallbackEntry application relevant to your test call to see why the system did not offer a CCB.

Cheers,

Kris

New Member

Courtesy Callback

attached are the logs.

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,newcall,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,ani,115

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,areacode,NA

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,exchange,NA

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,dnis,8812

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,uui,NA

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,iidigits,NA

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_userCourtesyCallbackEnabled=0

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,ani=115

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,qname=billing

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,callid=A87ED7C04FD911E1B82600070E5896E8

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,queueapp=BillingQueue

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_dnis=8812

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_ccbServlet=http://172.25.7.163:8000/cvp/CallbackServlet

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,ewt=100

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_ani=115

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_ccbServletReqTimeout=10

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,CVP Subdialog Start_01,enter,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.889,CVP Subdialog Start_01,exit,done

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.889,Enter Queue_01,enter,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.889,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.905,Enter Queue_01,custom,thishost,172.25.7.164

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Enter Queue_01,data,ewt,100

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Enter Queue_01,exit,done

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,ewt in Minutes,enter,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,ewt in Minutes,custom,Result,2.0

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,ewt in Minutes,exit,done

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Validate_01,enter,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.983,Validate_01,custom,Callback_Leave_Queue,ELEMENT_ENTRY

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.998,Validate_01,custom,Callback_Leave_Queue,ELEMENT_EXIT

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.998,,end,how,disconnect

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.998,,end,result,normal

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.998,,end,duration,0

Courtesy Callback

Your call enters the Validate_01 element and is immediately instructed to leave the queue. What did you set the 'Maximum Estimated Wait Time' to ?

If anything under 100 seconds, which is the EWT that the UCCE script calculated, no callback will be offered.

Cheers,

Kris

New Member

Courtesy Callback

we have set it to 600 seconds. still the problem persists. we are using vru type 7, may be that is the issue.

Regards,

Sandeep

Re: Courtesy Callback

Actually, you should start with enabling Courtesy Callback.

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_userCourtesyCallbackEnabled=0

Havve another look through the Configuration Guide and the sample Courtesy Callback script available in a folder on your OAMP server. You need to define that variable and set it to 1 in your routing script.

Cheers,

Kris

New Member

Re: Courtesy Callback

Hi Kris,

attached is my activity log

many thanks

Markus

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,newcall,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,ani,2242939676

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,areacode,224

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,exchange,293

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,dnis,923617404

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,uui,NA

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,iidigits,NA

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_userCourtesyCallbackEnabled=1

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,ani=2242939676

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,qname=billing

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,callid=4C168D60522311E18582001E1374D27A

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,queueapp=BillingQueue

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_dnis=923617404

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_ccbServlet=http://172.23.70.108:8000/cvp/CallbackServlet

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,ewt=120

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_ani=2242939676

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_ccbServletReqTimeout=10

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,CVP Subdialog Start_01,enter,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,CVP Subdialog Start_01,exit,done

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,enter,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,custom,thishost,172.23.70.108

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,element,warning,doDecision- "Error:  bad Queue Time value" returned from sending Callback_Enter_Queue request to CallbackServlet

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,exit,error

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,enter,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,element,warning,doDecision- "Error:  bad Queue Time value" returned from sending Callback_Get_Status request to CallbackServlet

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,exit,error

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Queue1,enter,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.531,Queue1,exit,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.531,,custom,Callback_Leave_Queue,ELEMENT_ENTRY

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.546,,element,error,An error occurred in the on end call class com.cisco.cvp.vxml.custelem.callback.LeaveQueue.

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.546,,end,how,hangup

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.546,,end,result,normal

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.546,,end,duration,12

Courtesy Callback

Hey Markus,

The cause for you differs a bit.

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,element,warning,doDecision- "Error:  bad Queue Time value" returned from sending Callback_Enter_Queue request to CallbackServlet

For some reason the CCB Servlet did not accept the callback date/time that the VXML application proposed. I've seen that here in the lab when the database server was localized to the Belgian locale. I believe there's a bug somewhere descriibing that behavior but I don't have the itme right now to find it.

As a work-around, you can set the locale for the complete machine to US English as per the 2 attached screenshots. Make sure you enable 'Apply to this account and the default ...' and reboot the box.

Cheers,

Kris

New Member

Re: Courtesy Callback

Hi All,

 

I get warning,Could not retrieve "_ccbServlet". Please check your configuration.


The activity logs show that ccbServlet is empty. Where should this be set?

CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,_userCourtesyCallbackEnabled=0
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,ani=201000265958
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,qname=billing
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,callid=9AC7D7BA9C6111E7B54330E4DBAAE680
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,queueapp=BillingQueue
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,_dnis=811111111110739
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,_ccbServlet=
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,ewt=100

New Member

Courtesy Callback

I Have followed the guide and I get the following error...

72.32.3.130.1328723362917.36.CallbackEntry,02/08/2012 10:52:36.226,A VoiceXML Session timeout occurred at element Queue1: A session has timed out after 3 minutes. This is most likely caused by a start of call class or action element at the top of the callflow not completing before the voice browser's fetch timeout occurred. To resolve it ensure this class executes in a timely manner or run it in the background. Session timeouts may also occur under high load or if there are issues with a load balancer or voice browser.

172.32.3.130.1328723362917.36.CallbackEntry,02/08/2012 10:52:36.226,An error occurred in the on end call class com.cisco.cvp.vxml.custelem.callback.LeaveQueue. The error was: onEndCall - Could not retrieve "_ccbServlet". Please check your configuration.

com.audium.server.AudiumException: onEndCall - Could not retrieve "_ccbServlet". Please check your configuration.

at com.cisco.cvp.vxml.custelem.callback.LeaveQueue.onEndCall(LeaveQueue.java:52)

at com.audium.server.controller.Controller.runOnEndCall(Controller.java:3422)

at com.audium.server.controller.Controller.onEndCall(Controller.java:3312)

at com.audium.server.session.ControllerData.update(ControllerData.java:3750)

at java.util.Observable.notifyObservers(Observable.java:142)

at com.audium.server.controller.TimeoutManager.notifyObservers(TimeoutManager.java:67)

at com.audium.server.controller.TimeoutManager$TheTimer.run(TimeoutManager.java:97)

at java.util.TimerThread.mainLoop(Timer.java:512)

at java.util.TimerThread.run(Timer.java:462)

Courtesy Callback

Your system does not know where the Courtesy Callback Servlet is. Ensure you have designated a Reporting Server to CCB and that you restarted the Reporting Services and Call Server Services on all your machines.

Cheers,

Kris

New Member

Courtesy Callback

I have exactly the same problem as dconstantino has. But my Reporting Server is up and configured for CCB. I've checked several times.

Activity log:

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.250,Enter Queue_01,enter,

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.250,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.437,Enter Queue_01,custom,thishost,10.1.1.10

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.437,Enter Queue_01,element,warning,doDecision- Error while sending Callback_Enter_Queue request to CallbackServlet

Error: Failed to connect to the servlet -- "HTTP/1.1 503 Service Unavailable\

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.437,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.437,Enter Queue_01,exit,error

Seems to be Informix problem, but have no idea how to fix it.

Cheers,

Evgeniy Fisenko

New Member

Courtesy Callback

I need to know if anyone has a work around for using CCB internally. The only thing I can think of is adding a lable to the ICM script and send the call through the voice gw since that is a prereq for CCB. Or I guess I could translate the internal call to go out and come back in throught the GW. THe customer has a SIP trunk from the carrier so it is not about using TDM channels but bandwidth.

What if I send it through the dial peer on the gateway and then back to CUSP not sure all advise and ideas welcome.

New Member

Re: Courtesy Callback

You can implement a internal CUBE to activate survivability and broker the internal connection. Thus you would not have to use any carrier trunks.

Sent from Cisco Technical Support iPad App

New Member

Courtesy Callback

I have the same problem as fisenkoevgen.  My Reporting server is configured and licensed - showing as Up.  Calls are failing the Courtesy Callback.

172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.581,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.612,Enter Queue_01,custom,thishost,172.28.80.10

172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.628,Enter Queue_01,element,warning,doDecision- Error while sending Callback_Enter_Queue request to CallbackServlet

Error: Failed to connect to the servlet -- "HTTP/1.1 500 Internal Server Error\

172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.581,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY
172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.612,Enter Queue_01,custom,thishost,172.28.80.10
172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.628,Enter Queue_01,element,warning,doDecision- Error while sending Callback_Enter_Queue request to CallbackServlet
Error: Failed to connect to the servlet -- "HTTP/1.1 500 Internal Server Error\

New Member

Courtesy Callback

Hey everybody,

looking for a little assistance with this. I'm hoping that someone has run into this problem before.

This is an internal CCB setup using CUSP and a CUBE/VXML

Here's a very high level overview of the current call flow and the issue we are seeing

Initial Call:

Internal Caller -> CUCM -> CUSP -> CUBE/VXML -> CUSP -> CVP

Caller name recorded and number grabbed (all working as designed)

Call Back:

CVP -> CUSP -> CUBE -> CUSP -> UCM -> Internal Caller

Caller confirms identity and requests to speak with an agent (working as designed)

After this is where I'm running into a problem.

If an agent is in a ready state, Agent gets reserved and Call Leg to Agent is connected (working properly)

If an agent is in a not-ready state, Initial Caller is queued to SG. When the agent goes ready, the CVP Instructs the CUBE/VXML to activate the Ringback service.

The ringback service times out after 5 seconds on the CVP and CVP reports a SIP 488 error.

Initial caller is disconnected.

Has anyone seen this before?

When I dial the number to

When I dial the number to invoke Courtesy Callback I only hear queue music and there is no announcement to record name or number and get the below logs in CallBackEntry activity logs, then I have to drop the call manually in queue.

10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,newcall,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,ani,212537771412
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,areacode,NA
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,exchange,NA
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,dnis,10005
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,uui,NA
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,iidigits,NA
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_userCourtesyCallbackEnabled=1
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,ani=212537771412
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,qname=billing
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,callid=C9A27692B84111E48DE3C9CB37447A70
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,queueapp=BillingQueue
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_dnis=10005
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_ccbServlet=https://10.82.10.17:8443/cvp/CallbackServlet
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,ewt=240
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_ani=212537771412
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_ccbServletReqTimeout=10
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,CVP Subdialog Start_01,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.801,CVP Subdialog Start_01,exit,done
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.801,Enter Queue_01,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.801,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.801,Enter Queue_01,custom,thishost,10.83.10.14
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Enter Queue_01,data,ewt,0
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Enter Queue_01,exit,done
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,ewt in Minutes,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,ewt in Minutes,custom,Result,5.0
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,ewt in Minutes,exit,done
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Validate_01,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Validate_01,custom,probe outcome,id:10.82.10.101;NAHCUBEA;trunks:4
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,element,warning,"Error: no Capacity field defined" returned from sending Callback_Validate request to CallbackServlet
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,custom,Callback_Validate,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,data,gw,10.82.10.101
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,exit,error
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Get Status_01,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,startCallback,false
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,ewt,0
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,qpos,0
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,cli,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,rna,30
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,dn,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,rec,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,exit,done
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Queue1,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.056,Queue1,exit,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.056,,custom,Callback_Leave_Queue,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.103,,custom,Callback_Leave_Queue,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.103,,end,how,hangup
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.103,,end,result,normal
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.103,,end,duration,38

Any idea?

Regards,

Muhammad Fahad Raza

New Member

Looks like your error is in

Looks like your error is in the Validate_01 node.   Becasue of the error - the call is going out of the Exit Error path - which sends the call to the queue.    Here is the snipet from your log with the error:

14:15:42.926,Validate_01,element,warning,"Error: no Capacity field defined" returned from sending Callback_Validate request to CallbackServlet
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,custom,Callback_Validate,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,data,gw,10.82.10.101
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,exit,error

 

 

Hi,I have managed to fix that

Hi,

I have managed to fix that error. There was missing field of "loc" in sip-profile association. Now it is scheduling the callback properly and says "Your call has been scheduled, Goodby".

But I don't get any call back. Below are the logs from CallBackEngine.

0.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,newcall,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,ani,212620384894
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,areacode,NA
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,exchange,NA
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,dnis,10003
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,uui,NA
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,iidigits,NA
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_userCourtesyCallbackEnabled=1
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,callid=A492DA02BC0611E4BACBFF508493CC75
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_ccbServlet=https://10.82.10.17:8443/cvp/CallbackServlet
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_dnis=10003
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_ccbServletReqTimeout=10
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_ani=212620384894
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,Intercept caller hangup,enter,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Intercept caller hangup,custom,result,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Intercept caller hangup,data,result,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Intercept caller hangup,exit,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Goodbye,enter,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Goodbye,interaction,audio_group,initial_audio_group
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.965,Goodbye,exit,done
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.965,Disconnect Caller_01,enter,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Disconnect Caller_01,custom,result,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Disconnect Caller_01,data,result,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Disconnect Caller_01,exit,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Do not leave queue,enter,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Do not leave queue,exit,done
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,custom,Callback_Leave_Queue,ELEMENT_ENTRY
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,custom,Callback_Leave_Queue,Skipping the rest of Callback_Leave_Queue
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,end,how,application_transfer:CallbackWait
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,end,result,normal
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,end,duration,11

New Member

There is no failure in your

There is no failure in your callback engine log.  You should be reviewing your Callback Wait application logs.  This is where you will find the progress of the call (waiting until the EWT timer has run down) and where the call back occurs.

Thanks for the quick response

Thanks for the quick response.

Can you find attached the logs of CallBack Wait. It says it is trying to update the DB and reconnect the caller, but nothing happens actually.

Also I noticed my call is dropped automatically approx. after 10 minutes of saying goodbye. Gateway should drop the call immediately to customer.

What do you think

Regards,

Fahad Raza

New Member

Muhammad -When the call

Muhammad -

When the call starts - the ANI is identified below along with the EWT.  The callback will not happen until the EWT timer has counted down.

15:56:41.238,,start,ani,212620384894
15:56:41.519,Get Status_01,data,ewt,117


I noticed that the number indicated in the dial patterns is different from the ANI.  It appears that 212 has been stripped and a leading "0" has been added.  Not sure if this is a correct number pattern.


5:56:41.519,Get Status_01,data,dn,0620384894


The EWT counts down:
15:56:41.519,Get Status_01,data,startCallback,false
15:56:56.589,Get Status_01,data,ewt,106
15:57:11.660,Get Status_01,data,ewt,84
15:57:26.730,Get Status_01,data,ewt,73
15:57:41.816,Get Status_01,data,ewt,62
15:57:56.886,Get Status_01,data,ewt,40
15:58:11.957,Get Status_01,data,ewt,29
15:58:27.027,Get Status_01,data,ewt,18

Once the callback EWT gets to 0 the startCallback flag changes from false to true - which starts the calling procedure

15:58:42.097,Get Status_01,data,startCallback,true
10.83.10.14.1424879790505.101.CallbackWait,02/25/2015 15:58:42.097,Get Status_01,data,ewt,0

But the callback DN = 0620384894

The callback fails - and can not reconnect the caller

16:00:42.192,Reconnect Caller,data,result,error
16:00:42.192,Reconnect Caller,exit,error
16:00:42.192,Update DB to COMPLETED,enter

Your call then goes to the re-try path which sets EWT to 60

Once the new EWT timer expires - the Reconnection is tried and fails again.

Is the CallBack number correct?  Are you pre-pending digits in the GW to complete a successful dial out?  Have you checked the GW logs to see what is happening when the dial out is taking place to see the progress?

Hi,Thank you for the detailed

Hi,

Thank you for the detailed analysis.

For the EWT, don't you think it should disconnect the call at customer end immediately, but the call remains connected for 10 minutes and then drops automatically, which could be the default timer to drop the call at gateway end.

For the Callback number, Yes it is correct.

I did a try with entering the same number as arrived for inbound call but the result was same.

I checked the logs and it seems INVITE call is not coming on CUBE (ingress gateway) to initiate outbound call.

I am attaching the logs for you again with complete application and CUBE logs.

Please check and suggest.

ANI: 3244441666

Thank you

 

Regards,

Muhammad Fahad Raza

New Member

Muhammad - I will not be able

Muhammad -

 

I will not be able to assist you further.  Have you opened a TAC Case?

Hi,Yes the case is opened and

Hi,

Yes the case is opened and nothing is figured out yet.

New Member

Muhammad, Did you ever get

Muhammad, 

Did you ever get this resolved, I am having the same issue. 

New Member

Hi Mark,I'm running into the

Hi Mark,

I'm running into the same issue, did you get it resolved?

Your help is highly appreciated.

Regards,

 

New Member

Dear Muhamad,

Dear Muhamad,

Can you please share solution after cisco remote your system? 

Thanks.

4351
Views
4
Helpful
28
Replies