Re: How to configure Whisper functionallity with CVP and ICM

Zapparoli · ‎04-26-2012

Hi folks,

My name is Eric and I would like some help with Whisper configuration. I have a environment like below:

- CVP 8.5

- ICM 8.5

- Gateway

- CM 8.5

I would like to configure Whisper functionality but I think I'm forgot some steps, because I read the guide “Agent Greeting and Whisper Announcement Feature Guide for Cisco Unified Contact Center” and I followed all the steps at it but with no success.

I will explain my configuration about whisper.

At ICM I did a script as below:

I saw at guide that I need at to configure the Dial plan at CVP to work with Whisper, so I configured the SIP Tab Local Static Routes as below:

The DN 9191919100 is used by default to Whisper and 91919191 is used to ringtone. At gateway I configure a Dial-peer to 91919191 to use ringtone.tcl, but I dont know what service I need to use for 9191919100. Can anyone help me?

When I call, the calls goes to agent, but I didn't hear the Whisper. Another thing is that I saw at Router Log View said: " Call.WhisperAnnouncement variable set without enabling target re-query or targeted agent is not CUCM agent, Whisper Announcement will be disabled."

Any suggestion?

Zapparoli · ‎05-02-2012

Hi,

Anyone can help me?

Kris Lambrechts · ‎05-02-2012

Couple of thoughts :

1) 9191919100 is supposed to hit the same dial-peer and ringtone.tcl as 9191919191 does, Whisper uses the same script to play the whisper announcement to your agent;

2) Given the error message you found in the Router log : edit your original script and go to the properties of the Queue To Skill Group, and tick the 'Router Requery Enabled' box.

Cheers,

Kris

Zapparoli · ‎05-07-2012

Hi, Kris.

I did but now the agent answer the call but when he answer the call ringback over and over again, to the customer and to the agent too.

Can you help me?

Kris Lambrechts · ‎05-07-2012

Hey Eric,

At a guess SIP Header passing is not enabled on your gateway.

Cheers,

Kris

geoff · ‎05-07-2012

At a guess SIP Header passing is not enabled on your gateway.

Although I always configure this, that's good to know.

voice service voip

signaling forward unconditional

sip

min-se 360

header-passing

Regards,

Geoff

Ahmed Khalefa · ‎05-17-2012

Hello Eric ,

I am facing the same problem as we speaking ..

but my CUCM is 8.5.1 with no SU2 , so i guess may be that's the problem ..

can you check your exact version of CUCM ?

Thanks,

Ahmed Salah

geoff · ‎05-17-2012

It may be your problem - I have 8.5(1) SU2 and it does work for me. I had a couple of missed steps and have posted about those recently.

1. Check the Router Log Viewer for an error (absence of Requery will show up)

2. Check CVP Error log for an error - not configuring a route for 9191919100 will show as an error

3. Ensure the CVP 8.5 ringtone.tcl file lives on your gateway

4. Ensure that the dial peer for ringtone is something like 919191T to catch 91919191 and 9191919100

5. run debug on the gateway for ccsip messages and ensure you see the INVITE for 9191919100 arrive

6. run debug on your gateway for voice application script and ensure that you see ringtone.tcl called twice - once when the agent is delivered the call for ringback and a second time when the agent actually answers and whisper should be called.

7. check CVP error logs for obvious errors with the location of the WAV file

Regards,

Geoff

Ahmed Khalefa · ‎05-17-2012

Thanks Geof ,

1- I have no errors in Route Log Viewer

2- No Errors in CVP Error log

3- Checked

4- Already configured it like that

5- Checked and yes :

INVITE sip:9191919100@172.18.139.2:5060;transport=tcp SIP/2.0

Via: SIP/2.0/TCP 172.18.139.11:5060;branch=z9hG4bKsiPHdCKoZ5RvqyoywZjEKg~~182

Max-Forwards: 70

To: <9191919100>

From: ;tag=dsc5004d56

Call-ID: 5B0BF1131000013754E4993A53ED74F5-133726233832354@172.18.139.11

CSeq: 1 INVITE

Content-Length: 289

Contact:

Expires: 60

User-Agent: CVP 8.5 (1) Build=312

Content-Type: application/sdp

Cisco-Guid: 1943066080-2673873377-2224404130-320292092

Cisco-Gucid: 73D0D5E09F6011E18495B6A2131744FC

App-Info: <172.18.139.11:8000:8443>;whisper=http://172.18.139.11/en-us/app/whisper.wav

6- Didn't do that yet ..

7- I tested the above path with simple RunExtScript with PM,whisper.wav and it was played without any problems ..

also there was not bad fetch at all ...

My only guesses really is that the CUCM is not up to date ... and to be fair the Voice Gateway also
but i already tested this IOS with Agent Greeting and it was working like a charm in both Recording and Playing ..

Thanks,

Ahmed Salah

geoff · ‎05-17-2012

Upgrading the router is easy, so I'd do that first. CVP 8.5 is not "supported" with any 12.x IOS, so get 15.1(4)M4 and install it. Won't take long - not as much as the CUCM upgrade.

Run the debug on the voice application script just to watch waht ringtone.tcl is doing.

Start the download of the CUCM 8.5.1.129007 anyway and prepare for that.

Regards,

Geoff

Ahmed Khalefa · ‎05-24-2012

Hello Geof

I upgraded the CUCM ( Actually installed new one ) to version 8.5.1SU4 , and downloaded the new JTAPI client for the UCCE to connect to the PG and the PG is up and running and i have no problem inside the system .

but still , all what i can hear is just ringing on both : the customer and the Agent .

debugs from the VGW shows the following :

*May 24 22:13:06.005:

*May 24 22:13:11.149: //1309//TCL :/tcl_PutsObjCmd:

*** App-Info=<172.18.139.11:8000:8443>;ringtone=ringback.wav ***

*May 24 22:13:11.149:

*May 24 22:13:14.241: //1313//TCL :/tcl_PutsObjCmd:

*** USER AGENT header = CVP 8.5 (1) Build=312 ***

*May 24 22:13:14.241:

*May 24 22:13:14.241: //1313//TCL :/tcl_PutsObjCmd:

*** App-Info=<172.18.139.11:8000:8443>;whisper=http://172.18.139.11/en-us/app/whisper.wav;port=4000 ***

*May 24 22:13:14.241:

*May 24 22:13:15.173: //1309//TCL :/tcl_PutsObjCmd:

*** App-Info=<172.18.139.11:8000:8443>;ringtone=ringback.wav ***

*May 24 22:13:15.173:

*May 24 22:13:19.189: //1309//TCL :/tcl_PutsObjCmd:

*** App-Info=<172.18.139.11:8000:8443>;ringtone=ringback.wav ***

which is fine by me .. i don't know why the VGW is not caching the whisper.wav file ... i tested the URL many time and it is working ...

Thanks any way ..

Ahmed Khalefa · ‎05-24-2012

I just ended restarting the VGW ,and ..
The problem is solved .. i guess some times we have to use Microsoft way for getting things working !!!

The strange thing is that i didn't update the IOS on the VGW ...

I will try again with the CUCM 8.5.1 with no SU .. just a try and i will keep this post updated once reaching a final solution about it ...

Thanks again for your support ...

Ahmed Khalefa · ‎05-27-2012

OK , i verified it ...

The Whispering feature worked for me with the following deployment :

ICM 8.5.3

CVP 8.5.1

CUCM 8.5.1 ( with no SU upgrade )

2811 VGW with IOS : c2800nm-ipvoicek9-mz.124-24.T3.bin

this would be my last update in this post ..

Thanks for all ,

Ahmed Salah

geoff · ‎05-27-2012

Ahmed,

Thanks for the summary.

FYI - I noted above "CVP 8.5 is not "supported" with any 12.x IOS, so get 15.1(4)M4 and install it."

Regards,

Geoff

Ahmed Khalefa · ‎05-27-2012

Geof,

Yeah , but this VGW is in Lab environment and actually i can't upgrade it to any of 15.x IOS versions due to hardware limitations ... actually i thank God that it is working till now ..

Thanks ,

Ahmed Salah