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UCCE Solution Troubleshooting Based on Comprehensive Call Flow for CVP and IP IVR Deployment Models - FAQ

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This event had place on Thursday 22, October 2020 at 10hrs PDT 

Introduction

Contact Center call flows are fundamental to the successful implementation and support of Customer Voice Portal (CVP) and IP Interactive Voice Response (IP IVR) deployment models. The session is based on the Unified Contact Center Enterprise (UCCE) Technical Assistance Center (TAC) team experience and knowledge gained over years working for Cisco. It includes all existing inbound UCCE call flows based on CVP and IP IVR. The session covered not only architecture but also troubleshooting information.

Featured Expert

gmanvely.jpg German Manvelyan is a Technical Consulting Engineer from the TAC Contact Center team in EMEA. His expertise encompasses the complete Contact Center portfolio, with deep roots in premises and hosted models. With an extensive 15 years of background as an implementation, pre-sale, and TAC engineer, he is constantly developing exceptional solutions that challenge the norm. Prior to joining Cisco TAC, German was a Solution Architect and developed and implemented several Contact Centers including the largest geographically distributed (Parent/Child) Contact Center in Russia. In the Cisco TAC, he has acquired a deep technical understanding and troubleshooting skills for the entire UCCE, Packaged Contact Center Enterprise (PCCE), and Unified Contact Center Express (UCCX) product lines.
kvaksin.jpg Konstantin Vaksin (CCIE collaboration #37500) is a Technical Consulting Engineer from the TAC Contact Center team in EMEA. Konstantin has broad experience in the Cisco collaboration portfolio. He started his career as a Cisco Gold partner in Russia and after a few years joined the Cisco TAC team in Belgium. In his career, Konstantin has developed troubleshooting skills in the Cisco Collaboration portfolio as well as an architect’s overview of the solution.

You can download the slides of the presentation in PDF format here.

Live Questions

Q:In standalone flow, the invite will go from Ingress GW to VVB/VXML GW and then it will send a call to CVP, right?

A: In standalone flow, after IVR treatment by VVB/vxml GW, the invite is sent to CUCM to transfer the call to agent.

Q:What happens to the call if the agent doesn't pick the call in Standalone call flow? Let’s say if all agents are busy, how can I queue the call?

A:In standalone call flow, there some default settings. In this case, the call manager configuration in places, they can.So if it's the maximum working time is defined in the comments or configuration. Then the call will be dropped, or it can be redirected based on the configuration on owns a particular number.

Q:One common question I heard from many people: What is the different between SentToVRU vs TranslationRoute To VRU in script?

A: So in short, Sent to VRU node don't change routing client with whom Router is communicating already, while TranslationRoute To VRU nodes used to change the routing client in case this routing client is not VRU capable, eg. change routing client from CUCM to IP IVR(so change who is in control of call for which Router is making routing decision).

Q:Can you explain why sigdigits are used in the CVP and if is it mandatory to use?

A: Using SigDigits is not mandatory, it allows you to use the dial plan on the SIP Proxy to route calls to the correct site. When the call arrives at an Ingress Gateway, the gateway prepends digits before sending the call to Unified CVP. Those prepended digits are unique to that site for a dial plan. When the call arrives at Unified CVP, Unified CVP strips the prepended digits and stores them in memory, resulting in the original DID on which the call arrived. Unified CVP then notifies Unified ICM of the call arrival using the original DID and matches a Dialed Number in Unified ICM. When Unified ICM returns a label to Unified CVP to transfer the call to a VoiceXML gateway for IVR treatment or to transfer the call to an agent phone, Unified CVP prepends the digits that it stored in memory before initiating the transfer. The dial plan in the SIP Proxy must be configured with the prepended digits to ensure that the calls with a certain prepended digit string are sent to specific VoiceXML Gateways or Egress Gateways. When the VoiceXML Gateway receives the call, the CVP bootstrap service is configured to strip the digits again, so that when the IVR leg of the call is set up, the original DN is used on the incoming VoiceXML request. The term SigDigits is used to describe this feature because the command in Unified CVP to turn on the feature and specify how many significant digits should be stripped is called Prepend Digits for SIP in the operations console. This method is preferred because it involves the least amount of Unified ICM configuration overhead: a single NetworkVRU and single set of VRU scripts and Unified ICM routing scripts. This allows all of the Unified CVP Servers and VoiceXML Gateways to function as a single network-wide virtual IVR from the perspective of Unified ICM.

Q:How to check PG working state?

A:You can open a diagnostic framework and then check the status of the processes.

Q:What is the differences in VRU types 2,3,8,10?

A:This is a difficult question. Which type of call flow has a type of VRU, you can check in the Cisco´s document all of them.

Q:Can you also talk about redundancy and load balancing of VXML Servers and applications?

A: This is not covered in today's session but we will consider it in the next session to come. Also, on the ask me everything page, will point out out very good document that explains it

Q:What is the role of CVP PIM during the call processing?

A: CVP PIM is an interface for integrating CVP with UCCE. UCCE sends instructions and requests to CVP via PIM.

Q:Can agent login to finesse to pick the call in standalone call flow?

A: There is no CTI or Finesse servers in standalone, so you can not.

Q:What is difference between VXML GW and VVB?

A: Both of them do the same function, but slowly we are migrating to VVB to offload GW and do more contact center related development.

Q:Can we pass the data to and fro from CVP to ICM?

A: Yes off course, via Call Peripheral variables

Q:Can you also share the step by step services triggered when call comes in through each and every component e.g. Pg/Router/Logger etc?

A: So CVP will communiate with UCCE with CVP PIM. CVP PIM -> OPC -> PGAG -> CCAG ->RTR¬ . For the Logger it is a bit different. Some tables are generated on PG, some on Router. So they will be pushed to Logger DB via Router even if they are generated on PG¬

Q:Why the response always route back to same routing client...Can it be route to different routing client?

A:That is how this model(UCCE) works, clasic server/client communication. Client(peripheral) ask server(Router) what to do with particular task(call), and server give response what to do.

Q:Is it like ECC variable concept?

A: ECC variables can be assigned on the Routing Script and this information can be used on CVP or they can filled on CVP by the VXML Script.

Q:Why do we get call overlap issues more frequently?

A: Call overlap - means, that your call was not able to be routed to the Agent. So Agent was reserved, but didnt get a call for several attempts. In order to understand the problem, we need to see, what happens with SIP INVOTE from CVP CS towards CUCM¬ .This can because by many reasons, it should be investigated case by case but most frequently this happens when there is connectivity error between CVP and CUCM

Q:Can you also share the doc which can help which log contain which specific infromation so it can help in troubleshooting?

A: RTR - contains basic information about the call and which labels are generated. VRU OPC and VRU PIM will have basically same information. Agent OPC, Agent PIM, CTISRV - will have information about Agent details and how agent is going through different stat.

Q:What are the realtime application monitoring options for latest CVP releases? I need to control application errors (badfetch or any others), Java heap memory usage (to avoid any custom java problems) and Tomcat status. Preferred option is SNMP.

A: You can troubleshoot applications with the help of JCONSOLE¬

Q:Who plays the MOH in IP IVR environment ? For both interna/external Calls?

A:MOH is played by CUCM actualy, but generaly all other audio promts are played by IP IVR

Q:In the last screenshot there was no SentToVRU node,from 12 this node is not required to queue the call?

A: Yes, you VRU label will be generated with Run External Script. But "Send to VRU" is still logical and makes it easier to check script details¬ .¬Run external script node has SendtoVUR embeded in it, so do not need to add send to vru node but we perfere adding it for troubleshooting

Q:Is IPIVR and VXML Server have similar functionality?

A:Yes, basically both are used for the IVR service.. It is different products and different feature set. In sense that both are doing IVR functionality for caller in UCCE environment, so logically yes but they are totally different products.¬¬

Q:Will the call be send to play a .eaf script after a SentToVRU node?

A: With IP IVR, you have to use Translation Route. And script would played with "run ext script".

Q:What will happen if we not define/configure service in translation route to VRU?

A: UCCE will not be able to swich control of a call between CUCM and IP IVR.

Q:Msg bus is still used between component, is it going to be change in future releases?

A: It is still the case for now, when there is a plan to change it, this will be announced and documented

Q:Can you please share some details like what kind of troubleshooting you need SendToVRU node in the script any example,please?

A: For example to know whether the call is dropped while sending the call to IVR or call is dropped because of error in the script¬ .This node is usefull as that how we can check if call are failing with establishing IVR leg of call or something else(later in call fllow).

Q:Do you have any docs that shows frequent issues and troubleshooting approach?

A:There is some documentation on this matter, see in this link: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-tech-notes-list.html

Q:Can we route the call to PQ and return agent label to CVP in Stanalone call flow?

A: We have to use Comprehensive Call Flow for that¬.

Q:Send to vru only can be used in case comprrhensive call flow "with CVP"?

A:Correct!

Q:What is the use of Network preference option which placed in CUCM PG Explorer in ICM?

A: Find the answer to this question in the Ask Me Anything for this session

Q:How to send the Calls to other PBX(Avaya,Aspects) from UCCE?

A: Find the answer to this question in the Ask Me Anything for this session

Q:Can you also mention which all ports and which all services are used step by step please?

A: About ports there is an port utilization guide released by vendor like this one: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_5_1/configuration/guide/ucce_b_port-utilization_12_5.html

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