agent can't connect with customer and CVP 408 error

[bo liu]

hello everyone

recently,our customer tell us they IPCC always can not connect the phone:when PSTN user dial the number to the ipcc they can hear the IVR,but when they connect to the agent,they only hear the ringtone,and then when agent off-hook the call will disconnect.

we check our system ( our use ICM and CVP 8.0),find that the CVP have some error, like this

6402: 10.10.10.21: Oct 26 2012 11:38:08.640 +0800: %CVP_8_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 9B24C08F1000013A6121F2640A0A0A15 LEGID = 67AA3E26-1E5311E2-982FC60A-7D21DE10 - [INBOUND] - ABNORMALLY ENDING - SIP code [408], Reason Hdr [SIP;cause=408] Request Timeout, GW call using SURV TCL flag [false], NON NORMAL flag [true], USE ERROR REFER flag [true] with AGE (msecs) 80625 and Call History : 123456789132|-1;60107|1; [id:5004]

6409: 10.10.10.21: Oct 26 2012 11:38:08.734 +0800: %CVP_8_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 9B24C08F1000013A6121F2640A0A0A15 LEGID = 67AA3E26-1E5311E2-982FC60A-7D21DE10 - [INBOUND]: Refer failed with 503 - Service Unavailable. May be a problem with Routing

Configuration or Gateway Dial-Peer. [id:5004]

6411: 10.10.10.21: Oct 26 2012 11:38:08.734 +0800: %CVP_8_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 9B24C08F1000013A6121F2640A0A0A15 LEGID = 67AA3E26-1E5311E2-982FC60A-7D21DE10 - [INBOUND] - ABNORMALLY ENDING - SIP code [408], Reason Hdr [SIP;cause=408] Request Timeout, GW call using SURV TCL flag [false], NON NORMAL flag [true], USE ERROR REFER flag [true] with AGE (msecs) 80719 and Call History : 123456789132|-1;60107|1; [id:5004]

we already disable the CVP's NIC offload,like this:

and in regidit add new key

and disable the NIC config offload

the CVP we install on the VMware ESXi 4.1.0,260247

but the problem still exist

[Senthil Kumar Sankar]

Hi bo,

Please attach thelogs, and brief the call flow like what are the components and devices are involved.

Regards,

Senthil

[bo liu]

hi SenthiKumar Sankar

thanks for you reply

attachment is today the CVP log,

the call flow is

the PSTN user dial a number to the PSTN gateway ,then the gateway send it to CVP ,the CVP send it to ICM,the ICM run script return the call to CVP play IVR,user must dial a number select a skillgroup ,the CVP return the call to ICM ,ICM monitor the agent staute and route call to agent......

agent register to CUCM........

all the components (ICM CVP CUCM) version si 8.0.1

in the log not all is error..... you can search like :408 to find the error call.....thanks ..........

[bo liu]

who can help me ....

[Senthil Kumar Sankar · Accepted solution]

Hi Bo,

From the Logs, i could see that there is a SIPINVITE being sent from CVP to CUCM 10.10.10.25, But the Invitation timed Out. and ICM disconnects the call as "NO ROUTE TO DESTINATION" Can you check the reachability to CUCM from CVP also cross verify the trunk between CVP to CUCM

10.10.10.21: Oct 26 2012 13:11:31.421 +0800: %CVP_8_0_SIP-7-CALL:  {Thrd=pool-1-thread-55-SIP-5702} Matched 60108 to 10.10.10.25 

10.10.10.21: Oct 26 2012 13:11:31.421 +0800: %CVP_8_0_SIP-7-CALL:  {Thrd=pool-1-thread-55-SIP-5702} Using Local Static Route for sip:60108@10.10.10.25

10.10.10.21: Oct 26 2012 13:11:31.484 +0800: %CVP_8_0_SIP-7-CALL:  {Thrd=pool-1-thread-55-SIP-5702} CALLGUID = 9B7B22E11000013A701113690A0A0A15 LEGID = 9B7B22E11000013A701113690A0A0A15-1351228291484322 - [OUTBOUND]: INVITE TO <60108> FROM 13361996195 <13361996195> EXPIRES[60] 100REL[Unsupported] 

10.10.10.21: Oct 26 2012 13:11:31.484 +0800: %CVP_8_0_SIP-7-CALL:  {Thrd=pool-1-thread-55-SIP-5702} CALLGUID = 9B7B22E11000013A701113690A0A0A15 LEGID = 9602AC09-1E6011E2-8372C848-9165B905 - [INBOUND]: Called next leg : CALLGUID = 9B7B22E11000013A701113690A0A0A15 LEGID = 9B7B22E11000013A701113690A0A0A15-1351228291484322 - [OUTBOUND] 

10.10.10.21: Oct 26 2012 13:11:34.984 +0800: %CVP_8_0_SIP-7-CALL:  {Thrd=DIALOG_CALLBACK.7} CALLGUID = 9B7B22E11000013A701113690A0A0A15 LEGID = 9B7B22E11000013A701113690A0A0A15-1351228291484322 - [OUTBOUND]: Invitation timed out. 

DLGID = 292 [SIP_LEG] - Processing ,, [ICM_RELEASE],   dialogueId=292,   sendSeqNo=3,   cause=NO_ROUTE_TO_DESTINATION,,

Regards,

Senthil

[bo liu]

hi Senthil

thanks very much for you reply

in our top ,the phone register to CUCM is from a private line,

i think whether the reason is the phone not respond to the CUCM so CUCM time out?

[Senthil Kumar Sankar]

Hi Bo,

I would suggest you to enable the detailed Logging in CVP so that you could see the complete SIP Messages with all the Headers and SDP info. You can enable those logs via http://:8000/cvp/diag

Once you have done that cross verify the timer values in the SIP Message, If CUCM receives the INVITE, check what exactly happens in CUCM by collecting the CM traces.

Regards,

Senthil

[DJ Kulkarni]

Hi,

I am also facing same issue for few calls.

When I check the logs I see

Line 7789: 978021: 10.66.126.215: Apr 11 2016 15:35:26.402 -0500: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-220-ICM-381797} CALLGUID = D1C50F800001000000A386659725830A, DLGID = 51976 [SIP_LEG_PRERTE_CORRID] - Publishing ,, [MsgBus:DISCONNECT], ssId=SYS_SIP4, cause=NO_ROUTE_TO_DESTINATION,, LEGID = d1c50f80-70c10a64-b8ea75-9725830a, DNIS = 111322222267629, ANI = 2178700353

Line 7979: 2478301: 10.66.126.215: Apr 11 2016 15:35:28.555 -0500: %CVP_10_5_SIP-3-SIP_CALL_ERROR: CALLGUID = D1C50F800001000000A386659725830A LEGID = d1c50f80-70c10a64-b8ea75-9725830a - [INBOUND]: Refer failed with 404 - Not Found. May be a problem with Routing Configuration or Gateway Dial-Peer. [id:5004]
Line 7980: 2478302: 10.66.126.215: Apr 11 2016 15:35:28.555 -0500: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-299-SIP-585463} CALLGUID = D1C50F800001000000A386659725830A LEGID = d1c50f80-70c10a64-b8ea75-9725830a - [INBOUND] DURATION (msecs) = 44011 - HANGUP with Call History111311111167630|-1;1111035830|1;

I checked the VXML gateway config and all the dial-peers look good

dial-peer voice 1111 voip
description ICM VRU label
translation-profile incoming block
service bootstrap
incoming called-number 1113111111T
dtmf-relay rtp-nte h245-signal h245-alphanumeric
codec g711ulaw
ip qos dscp cs3 signaling
no vad
!

dial-peer voice 11191 voip
description SIP Ringtone dial-peer
service ringtone
incoming called-number 1113919191T
voice-class codec 1
dtmf-relay rtp-nte h245-signal h245-alphanumeric
ip qos dscp cs3 signaling
no vad
!
dial-peer voice 11192 voip
description SIP error dial-peer
service cvperror
incoming called-number 1113929292T
voice-class codec 1
dtmf-relay rtp-nte h245-signal h245-alphanumeric
ip qos dscp cs3 signaling
no vad
!

Please let me know

Regards,

DJ

[bo liu]

HI DJ

Can you describe you problem?

[DJ Kulkarni]

Hi,

Issue is call comes to agent it rings with 1 ring or agent picks up and the call is disconnected.When I take CVP and CUCM logs I see the above.

Also I checked all the configuration but in CVP call server logs I get this issue

Regards,

DJ

[Chintan Gajjar]

hi,can you please attach CVP logs covering the issue?

[DJ Kulkarni]

Logs

[Chintan Gajjar]

you could have just attached the logs instead of pasting, it will unnecessarily stretch the thread.

ok looking at the logs you attached, it looks RONA to me.

at 15:35:06 the CVP initiates the SIP invite for label 1111035830

Line 6672: 2477636: 10.66.126.215: Apr 11 2016 15:35:06.386 -0500: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-239-SIP-585303} CALLGUID = D1C50F800001000000A386659725830A LEGID = D1C50F800001000000A386659725830A-146040690637070980 - [OUTBOUND]: INVITE TO <sip:1111035830@piaccm.intranet.osfnet.org;transport=tcp> FROM 2178700353 <sip:2178700353@10.66.126.215:5060> EXPIRES[20] 100REL[Unsupported] 

then ringing:

Line 6686: 2477650: 10.66.126.215: Apr 11 2016 15:35:06.651 -0500: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-162-SIP-585311} CALLGUID = D1C50F800001000000A386659725830A LEGID = d1c50f80-70c10a64-b8ea75-9725830a - [INBOUND]: Updated by : CALLGUID = D1C50F800001000000A386659725830A LEGID = D1C50F800001000000A386659725830A-146040690637070980 - [OUTBOUND]: with event type PROCEEDING_180 

and the Call gets rejected with 487 and i am not sure the message is from which side but it happens when the call is cleared from one party already and other party tries to continue the session with some sip method and end up getting rejected 487.

the time it happens is 15:35:26

Line 7773: 2478203: 10.66.126.215: Apr 11 2016 15:35:26.386 -0500: %CVP_10_5_SIP-7-CALL: {Thrd=DIALOG_CALLBACK.4} CALLGUID = D1C50F800001000000A386659725830A LEGID = D1C50F800001000000A386659725830A-146040690637070980 - [OUTBOUND] - DsSipInviteDialog - <sip:1111035830@piaccm.intranet.osfnet.org;transport=tcp>;tag=60879048~15c996e8-d795-49fb-860a-f53e8ea67909-146107045 - 1 REJECTED WITH 487 - Request Terminated Reason: Q.850;cause=102

So what was the agent doing when the call was ringing on his desk for 20 secs?

RONA is normal with UCCE, u just have configure it effectively and the calls will be preserved.

have configured CVP/ICM to handle RONA effectively?

[DJ Kulkarni]

Hi,

RONA seems to be good however if you say call got RONA I dont see that in the Call type report for RONA for this particular call in report.

Version I am running is 10.5(1) is there any known bug out there ??

Regards,

DJ

[Chintan Gajjar]

Your log clearly shows its RONA, and you are not properly handling RONA.

you have to enable target requery and take back the call.

Line 7786: 978018: 10.66.126.215: Apr 11 2016 15:35:26.386 -0500: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-62-ICM-381796} CALLGUID D1C50F800001000000A386659725830A, DLGID = -1 [null] - Processing ,, [MsgBus:CALL_STATE_EVENT], ssId=SYS_SIP4, eventId=NO_ANSWER, causeCode=NONE,, LEGID = null, DNIS = 111311111167630, ANI = sip:2178700353@10.66.126.215:5060 

which call type report you are running? is that custom report?