Agent Whisper Query - CVP/UCCE 10.5 - Whisper Prompt Playback Failed

[chawkins89]

Good Morning Cisco Support Community,

We are currently experiencing issues with Agent Whisper, this is something we're looking to implement. At present when we dial into a script we are being routed to the agent without a whisper prompt being played, we have followed the official guide from the Cisco website and are currently receiving the following error message within the CVP call server logs when dialing into the UCCE script (# have been replaced where IP addresses as listed due to IS concerns):

87768869: ###.###.##.###: Aug 02 2016 09:05:11.360 +0100: %CVP_10_5_SIP-3-SIP_ERROR_SNMP:  CALLGUID = A97FB1F357BE11E6B478881DFCAC6500 LEGID = A97FB1F357BE11E6B478881DFCAC6500-14701251111571276 - [OUTBOUND] Whisper Prompt Playback failed. Check the media name and address. VXML gateway logs can provide more detail with 'deb voip appl err' trace on. [id:5010]

On the gateway we have the following relevant commands configured:

Ingress Gateway/VXML Gateway

ip host mediaserver  ###.###.##.###

ip host mediaserver-backup ###.###.##.###

!

dial-peer voice 919191 voip

 description CVP SIP ringtone

 service ringtone

 session protocol sipv2

 incoming called-number 919191T

 voice-class sip rel1xx disable

 dtmf-relay rtp-nte

 codec g711ulaw

 no vad

!

On the CVP Ops console we have the following configured:

CVP OPs Console

91919191 Ringtone 

  Local Static Route    IP Address/Hostname/Server Group Name:  VXML.########.co.uk

  Send Calls to Originator   

9191919100 Whisper Announcement 

  Local Static Route    IP Address/Hostname/Server Group Name:  VXML.########.co.uk

  Send Calls to Originator   

ICM Script

Queue to skill has also been set to "Enable Target Requery".

The WAV file has been spelled correctly, when we set the wav file to a peripheral variable 9 and set the Run Ext. Script to PM -9 the audio file plays fine meaning that the codec is definitely correctly, as the gateway plays the message. However when we just have the Run Ext. Script set to PM and the Call.WhisperAnnounment set the call just gets routed through and no whisper is played.

Can anyone advise on what else could be causing this error message?

Should you require anything else, then please let me know.

Kind regards,

Christopher Hawkins

[Chintan Gajjar]

Could you please upload CVP logs and the snip of your ICM script?

[chawkins89]

Here's a small snipet containing some Whisper messages that may be useful, please let me know what is required:

87755059: ###.###.###.###: Aug 02 2016 08:46:02.395 +0100: %CVP_10_5_SIP-7-CALL: {Thrd=DIALOG_CALLBACK.3} CALLGUID = F7D7E21857BB11E6B40F881DFCAC6500 LEGID = 4A376FEC1000015646391B3B3C43C599-1470123962348806 - [WHISPER] DURATION (msecs) = 47 - DIALOG TERMINATED. Reason: Q.850;cause=38

87755060: ###.###.###.###: Aug 02 2016 08:46:02.395 +0100: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-230-SIP-19053651} CALLGUID = F7D7E21857BB11E6B40F881DFCAC6500 LEGID = F7D7E21857BB11E6B40F881DFCAC6500-1470123962145805 - [OUTBOUND]: Updated by : CALLGUID = F7D7E21857BB11E6B40F881DFCAC6500 LEGID = 4A376FEC1000015646391B3B3C43C599-1470123962348806 - [WHISPER]: with event type TERMINATED

87755061: ###.###.###.###: Aug 02 2016 08:46:02.395 +0100: %CVP_10_5_SIP-3-SIP_ERROR_SNMP: CALLGUID = F7D7E21857BB11E6B40F881DFCAC6500 LEGID = F7D7E21857BB11E6B40F881DFCAC6500-1470123962145805 - [OUTBOUND] Whisper Prompt Playback failed. Check the media name and address. VXML gateway logs can provide more detail with 'deb voip appl err' trace on. [id:5010]

[Graham Old]

Is the Agent phone using SIP.

I don't believe whisper works with Skinny/SCCP

Graham

[Chintan Gajjar]

 Can you attach the following?

1. debug http client error (from vxml gateway)

2. debug voip application error (from vxml gateway)

attach the latest log files covering issue timestamp from cvp mediaserver from below location:

C:\inetpub\logs\LogFiles\W3SVC1\

[chawkins89]

Good Morning,

I have ran the debugs and put through some test calls making sure to run "term mon", but there is nothing being produced on the screen when dialing, however I have had a look at the media server logs and there are a few entries of the wav file being listed with the gateway/vxml gateway's IP address. 

2016-08-02 14:04:33 ###.###.##.### GET /en_gb/app/Whisper.wav - 80 - ###.###.##.### Cisco-IOS-C3900e/15.3 404 0 2 0

Then we have an example of this within the same logs too?

2016-08-02 08:09:36 ###.###.##.### GET /en_gb/app/whisper.wav - 80 - 10.35.102.16 Mozilla/4.0+(compatible;+MSIE+8.0;+Windows+NT+5.1;+Trident/4.0;+openframe/30.0.0.6.1;+.NET+CLR+1.1.4322;+.NET+CLR+2.0.50727;+.NET+CLR+3.0.4506.2152;+.NET+CLR+3.5.30729;+.NET4.0C;+.NET4.0E) 404 0 2 156

Any further help would be greatly appreciated, also is that definite that SIP phones only support Agent Whisper as our estate is all SCCP, some of the new phones we're about to acquire are SIP, we have just requested one to be sent to us directly for testing.

Kind regards,

Christopher Hawkins

[Chintan Gajjar · Accepted solution]

ok so if "Term mon" Does not work then you might want to try the "Logging console command".

but i can see what i wanted, 

/en_gb/app/Whisper.wav - 80 - ###.###.##.### Cisco-IOS-C3900e/15.3 404 0 2 0

The 404 indicates the file is not available at defined location in media server.

The very basic test you can do is, open your browser from the machine where you can reach out to the media server and type below URL.

http://<ip of mediaserver>/en_gb/app/whisper.wav

and if you see the 404 error, then the most probably file is missing from en_gb/app/ location or perhaps you are trying to fetch from wrong folder.

one more thing, en_gb (underscore between en and gb) is not going to be supported in future release of CVP.

it should be replaced with en-gb(en hyphen gb).

so makes sure on the CVP locale folder might be defined as en-gb, but you are trying to fetch en_gb.

regards

Chintan

[chawkins89]

Hi Chintan,

You are an absolute star, we have managed to get this working by amending the underscore to a hyphen, what's really weird is we have over 100 scripts all using the underscore yet the IVR messages are still playing throughout, as a last question around this resolution would you happen to know how the current media plays correctly?

Thank you very much for your assistance, it's greatly appreciated!

Kind regards,

Christopher Hawkins

[Chintan Gajjar]

How do you have your locale on CVP defined? with Hyphen or with underscore?

[chawkins89]

VRU Locale list is set to "en_GB", there is also an "en_US", however the actual folder structure is en-gb, which doesn't make too much sent because I would have thought the other files wouldn't work.

Thanks again for your assistance Chintan.

Kind regards,

Christopher Hawkins

[Chintan Gajjar]

From My Testing:

---> CVP modifies the the locale for normal calls if sent in not suitable format from ICM.

So if you are setting locate as en_us or en_gb in ICM, CVP IVR service automatically modifies it to en-us or en-gb when instructing the gateway via VXML pages.

So that's why your normal calls are working without any issue.

--> CVP does not modify the locale for whisper calls:

Since the Whisper instruction are sent in in Invite (919100 to VXML gateway) in app info header. this is done through SIP service and not the IVR service the locale are not modified here. so en_gb stays en_gb which fetching prompts and in your case you don't have the folder defined so it fails.

regards

Chintan