Call Server Log (C:\inetpub\logs\LogFiles\W3SVC1), trying to decipher

[Lee Walsh]

Need some assistance in troubleshooting an Agent Greeting (CVP 10.5) and running a C3900e VMXL gateway with Version 15.4(3)M3.

No changes made on the system, agent greeting hasn't changed only re-recorded but and the Greeting message can suddenly stop working, then days later work again.

reviewed the CVP error logs for the past 6+months and picked out these 304/404/200 messages. Cisco TAC case cleared CVP of this issue and focused on the VMXL's. They required elevated tracing that is difficult in our cluster that is 24/7 and this affects only one agent. 

Can anyone offer clues on that the last set of 4 number groupings mean? What cisco document do you acquire this info from?

(i.e.: 304 - 0 - 0 - 187 )

sample errors

2021-09-30 11:04:56 137.15.91.31 GET /en-us/app/ag_gr/agent_1.wav - 80 - 137.15.82.134 Cisco-IOS-C3900e/15.4 304 0 0 187
2021-09-30 11:14:11 137.15.91.31 GET /en-us/app/ag_gr/agent_1.wav - 80 - 137.15.82.134 Cisco-IOS-C3900e/15.4 304 0 0 202

2021-04-15 14:25:29 137.15.91.31 GET /en-us/app/ag_gr/agent_1.wav - 80 - 137.15.82.134 Cisco-IOS-C3900e/15.4 404 0 2 202

2021-05-14 11:09:37 137.15.91.31 GET /en-us/app/ag_gr/agent_1.wav - 80 - 137.15.82.134 Cisco-IOS-C3900e/15.4 200 0 0 0

Are their any VMXL logs that we can look at to help triage why this one agent greeting message fails to play? Despite showing a 304 message

thx u

[janinegraves]

That's the IIS log - so you can probably google what those 4 numbers
indicate.

The first of the four is the HTTP Response code.

200=success, the audio file was returned to the VVB

304=this is the response to a 'conditional-get'. When an audio file in
the cache has expired, the VVB executes a conditional-get to check if
IIS has that file with a newer 'last-modified' date than that in the
cache. 304 indicates that IIS doesn't and that the VVB should use the
file it its cache, marking the file in its cache as 'fresh', and setting
its age in the cache to 0.

404=file not found. VVB checked for the file, but IIS didn't have it.

[bill.king1]

So a couple things to check:

* What model phone/device is the agent using and are you sure it is in the compatibility matrix as supporting agent greeting?

* You mentioned 10.5, this defect specifically calls out intermittent agent greeting in 10.5 (on the UCM side), might want to take a peek and see if that's it.

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvd38977

Also, is it really agent_1 and not some other agent? I'd have to check, but I seem to recall that it'd be more like agent_5020 or higher number. Like what is an example of a log from an agent that is working?