Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Users might experience few discrepancies in Search results. We are working on this on our side. We apologize for the inconvenience it may have caused.
New Member

VXML RINGTONE SERVICE Problem - Call is not routed to agents

We got below mentioned error in CVP Call Server logs for our calls. Due to this calls are not routed to agents.

Apart from our call flow, I need to know what is the cause and solution of this error.

Aborting XFER and disconnecting the caller code 488. RINGTONE SERVICE is not answering within 5000 millisecs, or the caller did not receive or accept the reinvite for ringtone media setup 

 

1646: 172.20.242.103: May 14 2014 11:50:07.701 +0300: %CVP_9_0_ICM-7-CALL:  {Thrd=pool-1-thread-69-ICM-561} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C, DLGID = 112 [IVR_LEG] - Processing ,, [MsgBus:CALL_STATE_EVENT],   ssId=SYS_IVR1,   eventId=DISCONNECT,   causeCode=NORMAL_COMPLETION,, LEGID = , DNIS = 9555210577, ANI = sip:543415568@172.20.242.103:5060 
1647: 172.20.242.103: May 14 2014 11:50:07.701 +0300: %CVP_9_0_ICM-7-CALL:  {Thrd=pool-1-thread-69-ICM-561} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C, DLGID = 112 [IVR_LEG] - Publishing ,, [ICM_EVENT_REPORT],   dialogueId=112,   sendSeqNo=2,   eventId=DISCONNECT,   causeCode=NORMAL_COMPLETION,, LEGID = , DNIS = 9555210577, ANI = sip:543415568@172.20.242.103:5060 
1648: 172.20.242.103: May 14 2014 11:50:07.701 +0300: %CVP_9_0_ICM-7-CALL:  {Thrd=pool-1-thread-69-ICM-561} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C, DLGID = 112 [IVR_LEG] - Deleted dialogue. Duration: 0 hrs, 0 mins, 0 secs, 109 msecs 
2017: 172.20.242.103: May 14 2014 11:50:07.717 +0300: %CVP_9_0_SIP-7-CALL:  {Thrd=DIALOG_CALLBACK.7} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D25F8E-DA6511E3-99A5DDDE-4246E36C - [INBOUND]: Reinvitation proceeding TRYING. 
2018: 172.20.242.103: May 14 2014 11:50:12.685 +0300: %CVP_9_0_SIP-7-CALL:  {Thrd=pool-1-thread-66-SIP-7351} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D25F8E-DA6511E3-99A5DDDE-4246E36C - [INBOUND]: Called ring leg: CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D1273EDA6511E3999FDDDE4246E36C-140005740768575 - [RING-OUT]: status code = 0: elapsed msecs = 5000 
2019: 172.20.242.103: May 14 2014 11:50:12.685 +0300: %CVP_9_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D25F8E-DA6511E3-99A5DDDE-4246E36C - [INBOUND]: Aborting XFER and disconnecting the caller code 488. RINGTONE SERVICE is not answering within 5000 millisecs, or the caller did not receive or accept the reinvite for ringtone media setup.  (current=1  max=226) [id:5004]
2020: 172.20.242.103: May 14 2014 11:50:12.685 +0300: %CVP_9_0_SIP-7-CALL:  {Thrd=pool-1-thread-74-SIP-7355} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D25F8E-DA6511E3-99A5DDDE-4246E36C - [INBOUND]: Waiting 2000 millisecs before terminating. 
69088: 172.20.242.103: May 14 2014 11:50:12.873 +0300: %CVP_9_0_RPT-7-handleFakeNewCall:  {Thrd=Thread-58} create fake New Call for >>HEADERS: (JMSType)=MsgBus:VXML_SCRIPT_DETAIL (JMSDestination)=Topic(CVP.VXMLSERVER.REPORT) (JMSTimestamp)=1400057412857 (ServerID)=cvp9lab2.SYS_VXML1:VXML:VXML1:cvp9lab2.MsgBus001 >>BODY: elementName=start elementid=1001871400057412857 timezone=Asia/Riyadh callguid=2BEF7F5ADA6511E399B0DDDE4246E36C localOffset=180 sessionname=172.20.242.103.1400057412842.21144.outbound ani=sip:172.20.243.187 howEventExited=1 sessionvars= sessionid=1001881400057412857 eventExitState=next uui=NA appName=outbound callStartDatetime=Wed May 14 11:50:12 AST 2014 elementTypeID=0 isNewCall=true vxmldatetime=Wed May 14 11:50:12 AST 2014 version=CVP_9_0 calltypeid=6 category=0 iidigits=NA dnis=sip:6688000@172.20.243.187:5060  >>STATE: isTabular=false isWriteable=false cursor=-1 
69089: 172.20.242.103: May 14 2014 11:50:12.873 +0300: %CVP_9_0_RPT-7-handleFakeNewCall :  {Thrd=Thread-58} 2BEF7F5ADA6511E399B0DDDE4246E36C onHold start time: Wed May 14 11:50:12 AST 2014 
10 REPLIES

is it happening to all the

is it happening to all the calls or few calls a day?

is this specific to particular gateway?

 

Regards

Chintan

New Member

We are using only one Gateway

We are using only one Gateway and it is happening for few calls randomly.

Ok.Looks like Ringtone

Ok.

Looks like Ringtone Service on Gateway is not responding to CVP request.

May be your Gateway is overloaded, if you are constantly facing this issue you should go for Cisco TAC case.

 

regards

Chintan

Did you ever get a resolution

Did you ever get a resolution?

 

david

New Member

Yes,It was firewall. I think

Yes,

It was firewall. I think CVP uses a range of ports to connect the call to the CM. Apparently not all the ports were open. I asked our FW team to open any-any between all CMs, CVP, ICM, VXML gateways and then it worked.

 

New Member

We are installing Packaged

We are installing Packaged CCE and we are facing a similar issue. A very small number of calls are routed to an agent. The router is not overloaded cause it is a new setup and the users are not on site yet. Usually the first several calls will get connected to an agent. After that the agent goes to Reserved state but the call doesn't come through. Same error message (RINGTONE SERVICE is not answering within 5000 millisecs). Let us know if you find the possible cause for this.

CM 8.6, CVP 9.0(1), ICM 9.0(4)

 

Hi,//After that the agent

Hi,

//After that the agent goes to Reserved state but the call doesn't come through.//

 I don't have experience on PCCE , but UCCE perspective this looks to me more like ATR(Agent Targeting rule) or Device Target Issue. Ringtone service should not cause Calls to fail.

 

Can you please post log from CVP, for Particular call that faced this issue?

 

Regards

Chintan

 

 

New Member

Hi, I am attaching a CVP log

Hi,

 I am attaching a CVP log for two calls which ended with this state. I will check the ATRs tomorrow but can't really understand why some calls gets connected and other do not. Also we noticed that the first 4 calls usually gets connected (we have 4 CVPs) and after that, for some time we get all the calls dropped (agent goes to reserved state and then the call drops).

 

Hi,in the Logs, i see

Hi,

in the Logs, i see causeCode = CALLED_PARTY_DISCONNECTED

which means caller hang up. 

can you reproduce this issue? do you see any constant pattern? (e.g particular CVP, DNIS range or specific VG having this issue)

i am trying to figure out if it is some configuration issue

 

regards

Chintan

New Member

Hi, It may happen on any of

Hi,

 It may happen on any of the four CVPs. The DNIS range is N/A cause I am testing from one caller phone to one agent phone all the time. Could that be something with the firewall? Are there any incremental port numbers that change on CVP for example? I have noticed that after waiting for some time I can make 4 calls successfully and then the next are getting dropped. Eventually some calls are passing through.

Very weird.

 

825
Views
0
Helpful
10
Replies
CreatePlease to create content