21 CallResult in DL Table for ICM Outbound option IVR Campaign

[Yuriy Ivkin]

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!

[Gergely Szabo]

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.

[Yuriy Ivkin]

Hello Gergely,

CPA is disabled. The script doesn't imply any voice answers. This is simple PM script.

[Sasikumar Divvela]

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.

[Yuriy Ivkin]

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.

[Sasikumar Divvela]

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.

[Yuriy Ivkin]

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.

[Sasikumar Divvela]

Hi Yuri,

is it possible to share TAC case id (service request id )?

Regards,

Sasikumar.

[Yuriy Ivkin]

No problem. Here it is: 633435813.

[Sasikumar Divvela]

Hi Yuri,

did you get answer from TAC team ? if yes can you please reply here.

Regards,

Sasikumar

[Yuriy Ivkin]

Hello Sasikumar,

 They told me that this problem looks like CSCup61126 bug and they are preparing the patch for version 10.5.