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on 01-24-2014 02:24 PM
This document was generated from CDN thread
Created by: Sujin Jebakar on 05-07-2011 12:05:57 PM
Dear All,
We get into call queuing issue while implementing the following call flow model at customer site.
CUCM --> ICM --> CUCM --> CVP --> ICM --> CVP --> GW
The call is originated from the CUCM to invoke a CVP VXML script. We encounter the problem when call is put in the queue to wait for 30 seconds. We use the WAIT node in the ICM script to wait for 30 seconds, however the WAIT node aborts after 5 seconds. Following is the ICM routing script we used;
Start --> SendToVRU --> SendToVRU --> Call.NetworkTransferEnabled=1 --> user.microapp.app_media_lib=".." --> user.microapp.locale="en_us" --> user.microapp.ToExtVXML[0]="application=HelloWorld" --> user.microapp.useVXMLParams="N" --> user.microapp.media_server="[url=http://<ip>:7000/CVP]http://<ip>:7000/CVP" --> RunExtScript --> QueueToSkillGroup
QueueToSkillGroup (success) --> RunExtScript (Queue ann 1) --> Wait (30 secs) --> Go to RunExtScript again (previous step in this line)
QueueToSkillGoup (failure) --> CallRequeryStatus > 0 --> Set priority to 4 --> Go to QueueToSkillGroup (same skill group - 1st step in this line)
Here when all agents are busy/Not Ready, Call comes out of "QueueToSkillGroup (success)" leg and plays the first queue announcement. After this the call enters into WAIT node there it aborts after 5 seconds.
Please can anyone help me how to resolve this issue?
Thanks,
Sujin
Subject: Re: New Message from Sujin Jebakar in Customer Voice Portal (CVP) - CVP - A
Replied by: Janine Graves on 05-07-2011 12:26:13 PM
I don't know ICM too well. But, my guess is that on the VXML gateway,
the voice browser 'fetchtimeout' timer is expiring while you are in your
delay 30s node.
Is your Network VRU Script (Queue ann 1) configured as 'interruptible'?
If it is not, then I'd remove the delay (add it into the recorded
announcement if you need it) - because the gateway plays the audio to
completion before coming back to ICM. You don't want callers hearing 30s
silence, do you?
You may need to change the http client response <#seconds> timeout in
your gateway CLI.
Janine
On 7/5/2011 12:05 PM, Cisco Developer Community Forums wrote:
> Wait (30 secs)
--
Janine Graves
Subject: RE: Re: New Message from Sujin Jebakar in Customer Voice Portal (CVP) - CVP
Replied by: Bill Webb on 05-07-2011 01:07:39 PM
You can't use the "Wait" step to hold a call in queue. In fact, use of the "Wait" node in ICM scripting with CVP is not recommended at all. The only places where I've seen it being necessary is when there is voice cut-through or timing issues with a carrier. Even then, I'm never comfortable having to use it.
The "Queue" is somewhat virtual in ICM, and CVP really has no clue about the difference between queueing and any other operation. In other words, think of CVP in a "GED-125" or Network VRU perspective. Any time you are running a script with it, you are essentially responding to a "Request Instruction" message, so you need to tell CVP (and VXML Server) what to do, which is normally to run an application.
For a "queue" application, this can be a simple Studio script that plays a 30 seconds audio file. When it completes, then you can loop the "Success" output of the "Run External Script" node back to itself if you want to just play the audio file again in a loop. ICM will track when an Agent becomes available and will interrupt the running application as necessary.
Be aware that there is a script node limit in ICM which I still believe is set to a default of 1000. This is plenty in most situations, but be careful if you are calling out lots of little applications in VXML which run through several ICM script nodes each. You can very quickly get to the point where calls will be aborted by the system after extended periods in queue of less than an hour if your scripting is long...
- Bill
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Sujin Jebakar on 05-07-2011 01:10:55 PM
Dear Janine,
The Network VRU script is set to interruptible.
I don't want callers to hear 30 seconds silence, instead we want to play a music file similar to "music on hold" for this duration.
Our "Queue announcement 1" will last for 10 seconds and the second "Queue announcement 2" will last for 13 seconds.
After the first announcement we want the next to be played only after 30 seconds.
Thanks,
Sujin
Subject: Re: New Message from Sujin Jebakar in Customer Voice Portal (CVP) - CVP - A
Replied by: Janine Graves on 05-07-2011 01:18:13 PM
what is the setting of the "http client response" directive in your VXML
Gateway config?
On 7/5/2011 1:10 PM, Cisco Developer Community Forums wrote:
> Sujin Jebakar has created a new message in the forum "CVP - All Versions":
>
> --------------------------------------------------------------
> Dear Janine,
>
> The Network VRU script is set to interruptible.
>
> I don't want callers to hear 30 seconds silence, instead we want to
> play a music file similar to "music on hold" for this duration.
>
> Our "Queue announcement 1" will last for 10 seconds and the second
> "Queue announcement 2" will last for 13 seconds.
>
> After the first announcement we want the next to be played only after
> 30 seconds.
>
> Thanks,
> Sujin
> --
> To respond to this post, please click the following link:
>
> <http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/4170984>
>
> or simply reply to this email.
--
Janine Graves
Subject: RE: Re: New Message from Sujin Jebakar in Customer Voice Portal (CVP) - CVP
Replied by: Bill Webb on 05-07-2011 01:20:39 PM
Some additional quick background on this:
The "REQUEST_INSTRUCTION" message from CVP is a Route Request from ICM's perspective, and from CVP's. If no response is returned to CVP within 5 seconds, the session will be aborted.
Once a call is established in CVP and VXML (running an application), the only timers in play are the Network VRU Script timeout setting in ICM, and the session timeout configured for the application itself.
So it sounds like you have queue announcements, but your script layout shows you calling "HelloWorld" - have you modified this script to play your custom audio files?
Is your "QueueToSkillGroup" Network VRU Script set to "GS,Server,V" for the script name (to call out VXML Server)? I'm wondering if you actually have a mix of "MicroApps" scripting and VXML Server scripting?
I normally create my Network VRU Script with an Enterprise Name (ICM-specific) of "CallStudio" or "StudioVXML" or something like that, so it is clear when you see it in the ICM scripting what it is doing. The "application=" name/value pair defined prior to that node in ToExtVXML[0] determines what actual application is called.
- Bill
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Sujin Jebakar on 05-07-2011 03:00:16 PM
Dear Bill,
Thank you very much for the valuable information.
In the RunExtScript, the parameters configured to "GS,Server,V".
We are using only VXML server scripting to play the media files.
We haven't made changes in the HelloWorld application, and the same file has been played as Queue1 & Queue2 messages. However we will replace Queue1 & Queue2 messages with 2 separate VXML server scripts later.
Thnaks,
Sujin
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Sujin Jebakar on 05-07-2011 03:01:33 PM
Dear Janine,
In the VXML GW configuration, we have the following entry
http client response 30
Thanks,
Sujin
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Bill Webb on 05-07-2011 03:09:34 PM
Ok, then all you need to do is remove the "Wait" node in your ICM script. Neither VXML Server nor ICM will play music unless you run an application which plays a music file...
- Bill
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Sujin Jebakar on 05-07-2011 03:35:18 PM
Dear Bill,
Okay... thank you.
Just want to know would there any difference in the system if I use both VXML server scripting as well as micro applications.
I may use VXML server scripting before the queue & Micro apps after the queue (in queue announcements)
So my routing script will look this:-
Start --> SendToVRU --> SendToVRU --> Call.NetworkTransferEnabled=1 --> user.microapp.app_media_lib=".." --> user.microapp.locale="en_us" --> user.microapp.ToExtVXML[0]="application=HelloWorld" --> user.microapp.useVXMLParams="N" --> user.microapp.media_server="http://<ip>:7000/CVP" --> RunExtScript --> QueueToSkillGroup
QueueToSkillGroup (success) --> RunExtScript (PM,-1,app) (Queue ann 1) --> Wait (30 secs) --> Go to RunExtScript (PM,-1,app) again (previous step in this line)
QueueToSkillGoup (failure) --> CallRequeryStatus > 0 --> Set priority to 4 --> Go to QueueToSkillGroup (same skill group - 1st step in this line)
Please can you advise me will this make any difference?
Thanks,
Sujin
Created by: Sujin Jebakar on 05-07-2011 12:05:57 PM
Dear All,
We get into call queuing issue while implementing the following call flow model at customer site.
CUCM --> ICM --> CUCM --> CVP --> ICM --> CVP --> GW
The call is originated from the CUCM to invoke a CVP VXML script. We encounter the problem when call is put in the queue to wait for 30 seconds. We use the WAIT node in the ICM script to wait for 30 seconds, however the WAIT node aborts after 5 seconds. Following is the ICM routing script we used;
Start --> SendToVRU --> SendToVRU --> Call.NetworkTransferEnabled=1 --> user.microapp.app_media_lib=".." --> user.microapp.locale="en_us" --> user.microapp.ToExtVXML[0]="application=HelloWorld" --> user.microapp.useVXMLParams="N" --> user.microapp.media_server="[url=http://<ip>:7000/CVP]http://<ip>:7000/CVP" --> RunExtScript --> QueueToSkillGroup
QueueToSkillGroup (success) --> RunExtScript (Queue ann 1) --> Wait (30 secs) --> Go to RunExtScript again (previous step in this line)
QueueToSkillGoup (failure) --> CallRequeryStatus > 0 --> Set priority to 4 --> Go to QueueToSkillGroup (same skill group - 1st step in this line)
Here when all agents are busy/Not Ready, Call comes out of "QueueToSkillGroup (success)" leg and plays the first queue announcement. After this the call enters into WAIT node there it aborts after 5 seconds.
Please can anyone help me how to resolve this issue?
Thanks,
Sujin
Subject: Re: New Message from Sujin Jebakar in Customer Voice Portal (CVP) - CVP - A
Replied by: Janine Graves on 05-07-2011 12:26:13 PM
I don't know ICM too well. But, my guess is that on the VXML gateway,
the voice browser 'fetchtimeout' timer is expiring while you are in your
delay 30s node.
Is your Network VRU Script (Queue ann 1) configured as 'interruptible'?
If it is not, then I'd remove the delay (add it into the recorded
announcement if you need it) - because the gateway plays the audio to
completion before coming back to ICM. You don't want callers hearing 30s
silence, do you?
You may need to change the http client response <#seconds> timeout in
your gateway CLI.
Janine
On 7/5/2011 12:05 PM, Cisco Developer Community Forums wrote:
> Wait (30 secs)
--
Janine Graves
Subject: RE: Re: New Message from Sujin Jebakar in Customer Voice Portal (CVP) - CVP
Replied by: Bill Webb on 05-07-2011 01:07:39 PM
You can't use the "Wait" step to hold a call in queue. In fact, use of the "Wait" node in ICM scripting with CVP is not recommended at all. The only places where I've seen it being necessary is when there is voice cut-through or timing issues with a carrier. Even then, I'm never comfortable having to use it.
The "Queue" is somewhat virtual in ICM, and CVP really has no clue about the difference between queueing and any other operation. In other words, think of CVP in a "GED-125" or Network VRU perspective. Any time you are running a script with it, you are essentially responding to a "Request Instruction" message, so you need to tell CVP (and VXML Server) what to do, which is normally to run an application.
For a "queue" application, this can be a simple Studio script that plays a 30 seconds audio file. When it completes, then you can loop the "Success" output of the "Run External Script" node back to itself if you want to just play the audio file again in a loop. ICM will track when an Agent becomes available and will interrupt the running application as necessary.
Be aware that there is a script node limit in ICM which I still believe is set to a default of 1000. This is plenty in most situations, but be careful if you are calling out lots of little applications in VXML which run through several ICM script nodes each. You can very quickly get to the point where calls will be aborted by the system after extended periods in queue of less than an hour if your scripting is long...
- Bill
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Sujin Jebakar on 05-07-2011 01:10:55 PM
Dear Janine,
The Network VRU script is set to interruptible.
I don't want callers to hear 30 seconds silence, instead we want to play a music file similar to "music on hold" for this duration.
Our "Queue announcement 1" will last for 10 seconds and the second "Queue announcement 2" will last for 13 seconds.
After the first announcement we want the next to be played only after 30 seconds.
Thanks,
Sujin
Subject: Re: New Message from Sujin Jebakar in Customer Voice Portal (CVP) - CVP - A
Replied by: Janine Graves on 05-07-2011 01:18:13 PM
what is the setting of the "http client response" directive in your VXML
Gateway config?
On 7/5/2011 1:10 PM, Cisco Developer Community Forums wrote:
> Sujin Jebakar has created a new message in the forum "CVP - All Versions":
>
> --------------------------------------------------------------
> Dear Janine,
>
> The Network VRU script is set to interruptible.
>
> I don't want callers to hear 30 seconds silence, instead we want to
> play a music file similar to "music on hold" for this duration.
>
> Our "Queue announcement 1" will last for 10 seconds and the second
> "Queue announcement 2" will last for 13 seconds.
>
> After the first announcement we want the next to be played only after
> 30 seconds.
>
> Thanks,
> Sujin
> --
> To respond to this post, please click the following link:
>
> <http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/4170984>
>
> or simply reply to this email.
--
Janine Graves
Subject: RE: Re: New Message from Sujin Jebakar in Customer Voice Portal (CVP) - CVP
Replied by: Bill Webb on 05-07-2011 01:20:39 PM
Some additional quick background on this:
The "REQUEST_INSTRUCTION" message from CVP is a Route Request from ICM's perspective, and from CVP's. If no response is returned to CVP within 5 seconds, the session will be aborted.
Once a call is established in CVP and VXML (running an application), the only timers in play are the Network VRU Script timeout setting in ICM, and the session timeout configured for the application itself.
So it sounds like you have queue announcements, but your script layout shows you calling "HelloWorld" - have you modified this script to play your custom audio files?
Is your "QueueToSkillGroup" Network VRU Script set to "GS,Server,V" for the script name (to call out VXML Server)? I'm wondering if you actually have a mix of "MicroApps" scripting and VXML Server scripting?
I normally create my Network VRU Script with an Enterprise Name (ICM-specific) of "CallStudio" or "StudioVXML" or something like that, so it is clear when you see it in the ICM scripting what it is doing. The "application=" name/value pair defined prior to that node in ToExtVXML[0] determines what actual application is called.
- Bill
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Sujin Jebakar on 05-07-2011 03:00:16 PM
Dear Bill,
Thank you very much for the valuable information.
In the RunExtScript, the parameters configured to "GS,Server,V".
We are using only VXML server scripting to play the media files.
We haven't made changes in the HelloWorld application, and the same file has been played as Queue1 & Queue2 messages. However we will replace Queue1 & Queue2 messages with 2 separate VXML server scripts later.
Thnaks,
Sujin
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Sujin Jebakar on 05-07-2011 03:01:33 PM
Dear Janine,
In the VXML GW configuration, we have the following entry
http client response 30
Thanks,
Sujin
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Bill Webb on 05-07-2011 03:09:34 PM
Ok, then all you need to do is remove the "Wait" node in your ICM script. Neither VXML Server nor ICM will play music unless you run an application which plays a music file...
- Bill
Subject: RE: Wait node in ICM script aborts after 5 seconds
Replied by: Sujin Jebakar on 05-07-2011 03:35:18 PM
Dear Bill,
Okay... thank you.
Just want to know would there any difference in the system if I use both VXML server scripting as well as micro applications.
I may use VXML server scripting before the queue & Micro apps after the queue (in queue announcements)
So my routing script will look this:-
Start --> SendToVRU --> SendToVRU --> Call.NetworkTransferEnabled=1 --> user.microapp.app_media_lib=".." --> user.microapp.locale="en_us" --> user.microapp.ToExtVXML[0]="application=HelloWorld" --> user.microapp.useVXMLParams="N" --> user.microapp.media_server="http://<ip>:7000/CVP" --> RunExtScript --> QueueToSkillGroup
QueueToSkillGroup (success) --> RunExtScript (PM,-1,app) (Queue ann 1) --> Wait (30 secs) --> Go to RunExtScript (PM,-1,app) again (previous step in this line)
QueueToSkillGoup (failure) --> CallRequeryStatus > 0 --> Set priority to 4 --> Go to QueueToSkillGroup (same skill group - 1st step in this line)
Please can you advise me will this make any difference?
Thanks,
Sujin
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