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Yuriy Ivkin
Beginner

21 CallResult in DL Table for ICM Outbound option IVR Campaign

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!

10 REPLIES 10
Gergely Szabo
Advocate

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.

Hello Gergely,

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

 

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.

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.

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.

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.

Hi Yuri,

 

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

 

Regards,

Sasikumar.

No problem. Here it is: 633435813.

Hi Yuri,

 

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

 

Regards,

Sasikumar

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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