Call Fails at Send to VRU

[shibinkumaric]

Hello Experts,

I have upgraded CVP from 10.5 to 11.6 in our lab . All required configurations are completed at it was working fine initially but Now when I make  a test call I am getting "please hold while we transfer your call for assistance"message (female voice) . I can see below error in VXML gateway logs . Can you please suggest what could be the reason.

CALL_ERROR; http://11.xxx.xx.xx:7000/CVP/Server?MSG_TYPE=CALL_NEW&CALL_DNIS=140000000000411411&CALL_ANI=sip:00919xxxxxxxxx@11.xxx.xx.xx:5063&ERROR_CODE=0&RECOVERY_VXML=flash:recovery.vxml&CLIENT_TYPE=IOS&CALL_ID=8CE60DFA01EB4F2183FE000000124578&CALL_LEGID=8CE60D...
at line 208: junk after document element

055704: .Jan 5 08:25:22.135 GMT: //22103518/8CE60DFA83FE/VXML:/vxml_stop_fetchaudio_load_fail:

055705: .Jan 5 08:25:22.135 GMT: //22103518/8CE60DFA83FE/VXML:/vxml_bgload_post_done:
CALL_ERROR; flash:bootstrap.vxml
Loading fail with url (http://11.xxx.xx.xx:7000/CVP/Server?MSG_TYPE=CALL_NEW&CALL_DNIS=140000000000411411&CALL_ANI=sip:0091xxxxxxxxxx@11.xxx.xx.xx:5063&ERROR_CODE=0&RECOVERY_VXML=flash:recovery.vxml&CLIENT_TYPE=IOS&CALL_ID=8CE60DFA01EB4F2183FE000000124578&CALL_LEGID=8CE60D...)
055706: .Jan 5 08:25:22.135 GMT: //22103518/8CE60DFA83FE/VXML:/vxml_event_proc:
<event>: event=error.badfetch status=0

[bill.king1]

It could be many things, Cisco even has a special troubleshooting document that outline the many issues (https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal-901/116178-technote-cvp-00.html),

but here are some basic questions:

-does everything like up and good in CVP OAMP, no devices show down/partial?

-what changed that caused it to stop working (like did you have temp licenses that expired)?

-is it all calls that don't work?

-are you sure the gateways TCL still have the correct version of files and someone didn't revert them back?

[shibinkumaric]

Hi Bill,

-does everything like up and good in CVP OAMP, no devices show down/partial? Yes , all components looks up in CVP OAMP

-what changed that caused it to stop working (like did you have temp licenses that expired)? No, licenses are not expired. Not sure why it stopped working.

-is it all calls that don't work? Yes, None of the call works.

-are you sure the gateways TCL still have the correct version of files and someone didn't revert them back? Yes, Gateway TCL files are upgraded to 11.6

Regards,

Shibin

[bill.king1]

Did you look at the link I posted from the Cisco site and verified that you're not running into any of those situations?

[shibinkumaric]

I tried it but unfortunately it requires some privilege's access.

Regards,

Shibin

[janinegraves]

I found that tech note at this location by googling the html file name: unified-customer-voice-portal-901/116178-technote-cvp-00.html

I'll try to add it to this post on the cisco site.

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal-901/116178-technote-cvp-00.html

[janinegraves]

Also, you might look at the CVP/logs folder for the cvp-date.log and the error-date.log files they may have more details about why the Send to VRU is failing.

[janinegraves]

To be more precise, look a the  C:/Cisco/CVP/logs folder.

[Konstantin Vaksin]

It looks like you didn't push new tcl scripts from OAMP to the GWs. After the push, you either need to reload each application or easier to reboot GW.

Kostia

[shibinkumaric]

Hi Konstantin,

I didnt push it from OAMP but manually copied the files to Gateway flash using tftp server and then did a reboot .