Calls dropping while in script - UCCX 11.6

[John_Vinson1683]

Hi all

I wondering if anyone can help me with this issue. 

We have multiple UCCX11.6.2 HA clusters within our environment and have been having an issue with calls getting though the UCCX script queue and disconnecting when they are being presenting to an agent. This issue can occur within 2-3 mins of a call, or after 5 mins. There seems to be no logic when the calls disconnect. Likewise, the calls can be presented to an Agent in a Ready state for continuously for over 20 mins and the call never drops. 

We have logged this with Cisco TAC and they seem to believe the issue is with the script. 

We have provided countless logs and information to Cisco to try and identify this issue, but it just seems very odd that the scripts work absolutely fine on a UCCX 10.5/ 10.6 environment and when the scripts have been uploaded to UCCX 11.6.2, calls are suddenly dropping. This is causing all kinds of problems for us and our customers. 

I have attached the script steps as identified by TAC and can supply JTAPI/MIVR logs as well as the script itself. 

The strange thing about the steps if that even though is displays these steps:

Set sQTime = {int hours = intSeconds / 3600;int remainder = intSeconds % 3600;int minutes = remainder / 60;int seconds = remainder % 60;return ( (hours < 10 ? "0" : "") + hours+ ":" + (minutes < 10 ? "0" : "") + minutes+ ":" + (seconds< 10 ? "0" : "") + seconds );}
Line 163476: 65407: May 12 20:25:25.574 BST %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-34-TASK:0x737be760c_East 2/Test 731333.aef] WFTracingLogImpl: Execute step of Task 31000000012 : Goto CLOSED
Line 163480: 65411: May 12 20:25:25.574 BST %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-34-TASK:0x737be760c_East 2/Test 731333.aef] WFTracingLogImpl: Execute step of Task 31000000012 : CLOSED: Delay 1 sec
Line 163498: 65427: May 12 20:25:26.575 BST %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-34-TASK:0x737be760c_East 2/Test 731333.aef] WFTracingLogImpl: Execute step of Task 31000000012 : Play Prompt (--Triggering Contact--, outOfHoursPrompt)
Line 164293: 66218: May 12 20:25:58.766 BST %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-34-TASK:0x737be760c_East 2/Test 731333.aef] WFTracingLogImpl: Execute step of Task 31000000012 : Goto END_OF_SCRIPT
Line 164294: 66219: May 12 20:25:58.766 BST %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-34-TASK:0x737be760c_East 2/Test 731333.aef] WFTracingLogImpl: Execute step of Task 31000000012 : END_OF_SCRIPT: Clear Exception(ContactInactiveException)
Line 164295: 66220: May 12 20:25:58.766 BST %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-34-TASK:0x737be760c_East 2/Test 731333.aef] WFTracingLogImpl: Execute step of Task 31000000012 : Terminate (--Triggering Contact--)
Line 164302: 66227: May 12 20:25:58.787 BST %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-34-TASK:0x737be760c_East 2/Test 731333.aef] WFTracingLogImpl: Execute step of Task 31000000012 : End

It never plays the OutofHoursPrompt.wav file and instead drops the call. 

The application was set to close at 21:00 and the call was made at 20:37 and lasted 2 min 39. I can provide CCDR records if required. 

Would be interested to hear if anyone has experienced this issue before and any resolution

Many Thanks

John

[Alex Stevenson]

Hello @John_Vinson1683,

That must surely be frustrating. Thanks for attaching the script steps. After looking at the script steps I have a few points:

My first question would be what programming or scripting language are you using? A lot of the time, Python is used for scripting but you are declaring variable types here, so it must be something other than Python.

Line 163480 shows ‘Goto’ being closed immediately before the OutOfHoursPrompt is to be played. I wonder what would happen if it was closed after the prompt is played. Let’s look at the logic on the line immediately preceding the ‘Goto’ closing:

Set sQTime = {int hours = intSeconds / 3600;int remainder = intSeconds % 3600;int minutes = remainder / 60;int seconds = remainder % 60;return ( (hours < 10 ? "0" : "") + hours+ ":" + (minutes < 10 ? "0" : "") + minutes+ ":" + (seconds< 10 ? "0" : "") + seconds );}

I believe the logic in this line may be faulty. I think the rounding being done to convert floating decimal numbers into integers might be throwing off the timing and resulting in the variable drop times. However, that should have presented itself as an issue prior to the upgrade. What do you think?

I’d like to recommend the following resources:

• UCCX 11.6.2 Do Not Upgrade to this Version – Extensive discussion on Cisco Community forums
• Unified CCX Software Compatibility Matrix for 11.6(2)
• Cisco Unified Contact Center Express Install and Upgrade Guide, Release 11.6(2)
• Cisco Bug Search Tool

Hope this helps!