01-20-2015 04:29 AM - edited 03-14-2019 02:20 PM
Greetings!
I have a problem in IVR Campaign. Every successful call (from my point of view) which it makes ended with 21 Result code, no matter whether the message was heard fully or just some part of it but longer than 5 seconds. And as a consequence, the campaign calls as long as it reaches maximum of retries. Even if I set the value of Abandoned call wait time to 0 the behavior doesn't change. Where can be the problem ?
Thanks in advance for your answers!
01-22-2015 01:45 AM
Yuriy,
is CPA enabled?
When testing, does the customer say something? Is it a simple "Da" or something longer?
I remember CPA did not really work well in some countries using a short word when answering a phone call.
G.
01-22-2015 02:14 AM
Hello Gergely,
CPA is disabled. The script doesn't imply any voice answers. This is simple PM script.
01-27-2015 10:12 AM
Hi Yuriy,
i am not sure about which version of icm you are using and complete deployment. but there might be some chances you are running into the below defect.
https://tools.cisco.com/bugsearch/bug/CSCup61126/?referring_site=ss
please have a look into that.
Thanks,
Sasikumar.
01-28-2015 11:38 PM
Hello Sasikumar,
I don't think so, because in my case I don't use CPA(CPA is disabled for affected campaign).
Anyway, thanks for your answer.
01-29-2015 01:35 AM
Hi Yuri,
Can you please provide one failed call logs with the below traces.
Dialer:
Using registry editor set
- EMSTraceMask= 1F (hex)
- EMSUserData= FFFF (hex)
Campaign Manager:
Using registry editor set
- EMSTraceMask= FFFF (hex)
Note: please revert the trace levels once log collection completes
Regards,
Sasikumar.
01-29-2015 11:30 PM
Hello Sasikumar,
According to the NDA I can't put logs for the public access. I have created case in TAC. So, when I get an answer I'll post it here.
01-29-2015 11:55 PM
Hi Yuri,
is it possible to share TAC case id (service request id )?
Regards,
Sasikumar.
01-30-2015 01:01 AM
No problem. Here it is: 633435813.
02-17-2015 07:25 AM
Hi Yuri,
did you get answer from TAC team ? if yes can you please reply here.
Regards,
Sasikumar
02-18-2015 12:23 AM
Hello Sasikumar,
They told me that this problem looks like CSCup61126 bug and they are preparing the patch for version 10.5.
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