Solved: CUE AA transfer to B-ACD script no sound - Page 2

malloyj01 · ‎08-04-2014

Hello Community,

I am having an issue with AA and B-ACD.

When a call comes in, it is sent to AA, which is only used to check the time. If the time falls between the opening hours, then transfer to the B-ACD script, running on the CME.

The caller then gets the menu prompt played, and they click their option. The user is then placed into the queue. They hear the MOH, and all is good.

Then the operator picks up the handset, and the call is connected. The call however is silent. No communication can be heard by either party.

I am able to tell when this is going to occur, as the terminal monitor shows the following:

VCC, mtp1 index, mtp2 index, stream1, stream2 = 0 0 5 6 VCC, mtp1 index, mtp2 index, stream1, stream2 = 0 0 6 5

Any Ideas?

Many Thanks!

Joe

Sreekanth Narayanan · ‎08-06-2014

Ok in the debugs I can see that the CUE sends the BYE to CME with Also, which is the full-blind type of call transfer. After this I see no action on the CME until the call is disconnected the caller. In the telephony-service configuration you have set the transfer-system to full-consult. Can you change the transfer-system of the CUE to full-consult and try the call again?

malloyj01 · ‎08-11-2014

Im probably being totally blind here, but I cannot see where to change it to full-consult on the CUE.

Can you advise?

Sreekanth Narayanan · ‎08-11-2014

You can log in to the CUE using CLI and navigate to the sub-system.

ccn subsystem sip

transfer-mode attended

Here are the various transfer-modes on the CUE.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/unity_exp/command/reference/CUECmdRef/t_cmds.html#wp1019730

malloyj01 · ‎08-11-2014

AS-01-CUE# sh ccn subsystem sip
SIP Gateway: 192.168.0.218
SIP Port Number: 5060
DTMF Relay: sip-notify,sub-notify
MWI Notification: outcall,sub-notify
MWI Envelope Info: enabled
Transfer Mode: attended(REFER)
SIP RFC Compliance: Pre-RFC3261

I have now set this, but I am no longer able to hear anything when the call gets transfered.

Sreekanth Narayanan · ‎08-11-2014

Hmm ok.. can you try changing it to blind refer?

malloyj01 · ‎08-11-2014

blind also ends the call 2 seconds after it is established

EDIT:

After a copule of retries on Blind also, the call is heard, but it leaves a 5 second wait before the menu is heard.However the Welcome Prompt is not played

Sreekanth Narayanan · ‎08-11-2014

Can you take the debugs I had asked for earlier and send them to me for this new setup? Let's see why there's a delay and what happens when the script is hit.

malloyj01 · ‎08-11-2014

Please find attached

Sreekanth Narayanan · ‎08-11-2014

Please don't log the debugs to the terminal. The formatting is not correct. We might even lose some messages. Do the following before starting the debugs:

service timestamps debug datetime msec

service sequence

logging buffered 1000000

no logging console

no logging rate-limit

In the debugs, this is where the CME calls the BACD script.

*Aug 11 09:48:19.204: //23040/742845F685AE/CCAPI/cc_api_display_ie_subfields:
ccCallSetupRequest:

dest=7000

Outgoing-dial-peer=7000

At this time, the CME also sends an INVITE to the calling side.

*Aug 11 09:48:19.220: //23040/742845F685AE/SIP/Msg/ccsipDisplayMsg:
Sent:
INVITE sip:07966759770@88.215.61.201:5060 SIP/2.0

The call comes back to the CME for the script to get invoked.

*Aug 11 09:48:19.240: //-1/742845F685AE/CCAPI/cc_api_display_ie_subfields:
cc_api_call_setup_ind_common:

dest=7000

Incoming Dial-peer=2000,

>> BACD is playing the welcome prompt

*Aug 11 09:48:19.256: //23046//TCL :/tcl_PutsObjCmd: TCL AA: ++ Playing Welcome Prompt and options menu ++

>> we receive trying on the SIP calling leg.

*Aug 11 09:48:19.296: //23040/742845F685AE/SIP/Msg/ccsipDisplayMsg:
Received:
SIP/2.0 100 Trying

>> we then receive a pending from the calling side

*Aug 11 09:48:20.252: //23040/742845F685AE/SIP/Msg/ccsipDisplayMsg:
Received:
SIP/2.0 491 Request Pending

*Aug 11 09:48:20.268: //23040/742845F685AE/SIP/Msg/ccsipDisplayMsg:
Received:
SIP/2.0 491 Request Pending

>> Since CME has not received a response for Invite with 200 ok, it sends Invite again.

*Aug 11 09:48:20.304: //23040/742845F685AE/SIP/Msg/ccsipDisplayMsg:
Sent:
INVITE sip:07966759770@88.215.61.201:5060 SIP/2.0

>> this time we receive the 200 ok

*Aug 11 09:48:20.748: //23040/742845F685AE/SIP/Msg/ccsipDisplayMsg:
Received:
SIP/2.0 200 OK

>> then we get a BYE from the calling side after 5 seconds.

*Aug 11 09:48:25.552: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
Received:
BYE sip:DDI@SIP IP ADDRESS:5060 SIP/2.0

So the reason you are not hearing the welcome prompt is because the SIP calling side is not processing the Invite sent to it the first time, and sends back a 491. Then, when the CME sends an Invite the second time, it responds with 200 ok and the audio is connected. At this point, you start to hear the options.

You will need to find out why we see 491 coming from the other side.

malloyj01 · ‎08-11-2014

The number calling is my mobile phone. It is only when the call is directed via the CUE script, that the delay is heard, and the 491 is acknowledged.

Sreekanth Narayanan · ‎08-11-2014

Yes, but what is the reason for the 491 from the ITSP? Why do we have to wait those 3 - 4 seconds? That's the reason you are unable to hear the welcome prompt.

malloyj01 · ‎08-11-2014

How do i get the debugs then? As the problem lies with the cisco, and not the incoming called number.

EDIT:

I have changed nothing, and the calls seem to have a mind of their own now. For example

1) Call from extension 1006 called the AA pilot (5010), call gets dropped imdeatily.

2) Call from same mobile pone, same number as before, and the call goes through perfectly fine, no issues.

Thanks for your help

Joe

Sreekanth Narayanan · ‎08-11-2014

By putting in 'logging buffered 1000000', you are creating a buffer of size 1 MB, and the logs will be recorded here after enabling the debugs.

You need to run the 'show logging' command and that will print out whatever is logged in the buffer.

Interesting that the older issue is now resolved.

Can you take the logs for the 1006 call and attach them here?

malloyj01 · ‎08-11-2014

That problem only occured the one time.

On a slightly different querry, are you able to assist me with logging of calls?

I am looking for a way to log all incoming calls. I need to be able to get some sort of easy readable report. Is this possible?

Sreekanth Narayanan · ‎08-11-2014

Hmm.. weird. Anyway, unless it comes back, it's not a problem.

CME has an accounting feature for both incoming and outgoing calls. It generates files in the form of .csv. You will need some other application to take the csv files as input and display them in a report format. Else, you can open them up in Excel and see if that works.

Another thing, in the csv file that is generated, you will not see the headers (titles) of each value. You'll need to cross-reference with the table in the below doc.

Here is the doc for this.

http://www.cisco.com/c/en/us/td/docs/ios/voice/cdr/developer/guide/cdrdev/cdrcsv.html

Here's another useful doc.

https://supportforums.cisco.com/document/36401/call-accounting-reporting-software-cme-and-uc500