Re: Call.transferFailed

Stanley Johnson · ‎04-18-2005

I'm seeing the "Call.transferFailed" message pretty regularly and have not been able to figure out why it is appearing. I've heard reports of some callers being dropped at the time that an agent's phone should be ringing and I've also had some reports of busy signals occuring on the same numbers. Any thoughts on what might be causing this?

690577: Apr 18 15:36:56.156 EDT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:10981 MediaId:32870/3 Task:69000014952, ConsultEvent= (P1-icdjtapi) 617524/2 ConnCreatedEv 2880 [#773068]

690578: Apr 18 15:36:56.156 EDT %MIVR-SS_TEL-7-UNK:CallID:10981 MediaId:32870/3 Task:69000014952, ConsultCallObserver CREATED, new dest: 2880, resource=User[type=Cisco ICD Agent,id=3406,ext=3406,email=null,ip=null]

690579: Apr 18 15:36:56.156 EDT %MIVR-SS_TEL-7-UNK:CallID:10981 MediaId:32870/3 Task:69000014952, ConsultCallObserver FORWARDED, dest: 2880

690580: Apr 18 15:36:56.156 EDT %MIVR-SS_TEL-7-UNK:CallID:10981 MediaId:32870/3 Task:69000014952, ConsultCallObserver():Received msg from original call Interrupted

690581: Apr 18 15:36:56.156 EDT %MIVR-SS_TEL-7-UNK:OrigCall=CallID:10981 MediaId:32870/3 Task:69000014952, ConsultEvent= (P1-icdjtapi) 617524/2 CallObservationEndedEv [#773069]

690582: Apr 18 15:36:56.328 EDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(3406, RESOURCE_FORWARDING) JTAPICallContact[id=10981,type=Cisco JTAPI Call,implId=32870/3,active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=Claims_Adjusters_5900,type=Cisco Script Application,id=508,desc=Claims_Adjusters_5900,enabled=true,max=60,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@3b0996,script=Claims_Adjusters_5900.aef,last.modified=1112820129031]],task=69000014952,session=Session[id=0x13ca653812,parent=Session[id=0x13ca6536f0,parent=null,active=true,state=SESSION_IN_USE,time=1113852280218],active=true,state=SESSION_IN_USE,time=1113852998890],seqNum=0,time=1113853000171,cn=770508,dn=770508,cgn=6572,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=770508,odn=null,uui=null,aniii=null,ced=null,route=TR[num=770508],port=TP[type=Cisco CTI Port,id=210,implId=53161,active=true,state=IN_USE],aborting=false,transferring=false,disconnecting=false]

690583: Apr 18 15:36:56.328 EDT %MIVR-ENG-7-UNK:Record 4654239 enqueued. Queue size=0 total number of writes=34508

690584: Apr 18 15:36:56.328 EDT %MIVR-APP_MGR-7-INTERRUPTING_TASK:Application task is interrupting: Application=App[name=Claims_Adjusters_5900,type=Cisco Script Application,id=508,desc=Claims_Adjusters_5900,enabled=true,max=60,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@3b0996,script=Claims_Adjusters_5900.aef,last.modified=1112820129031]],Task id=69,000,014,952,Interruption=Resource Available Interruption: Rsrc Name:Naheed Azamy ID:3974 IAQ Extn:3974, available on ESD: 1118

yogeswar · ‎04-19-2005

Hi,

You need to check if there is any unsupported configuration in agent directory numbers. You can check the same in Release Notes.

CRS 3.5(2) release notes...

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/relnote/cra352rn.pdf - Pg.No:9

Unsupported Configurations for Agent Phones

The following configurations are not supported for agent phones:

• Two lines on an agent’s phone that have the same extension but exist in different partitions.

• An ICD extension assigned to multiple devices.

• Configuring the same ICD extension in more than one device profile, or configuring the same ICD extension in any combination of device profiles

and devices. (Configuring an ICD extension in a single device profile is supported.)

• In the Cisco CallManager Administration Directory Number Configuration web page for each ICD line, setting Maximum Number of Calls to a value

other than 2.

• In the Cisco CallManager Administration Directory Number Configuration web page for each ICD line, setting Busy Trigger to a value other than 1.

• Configuring a Cisco IP Phone with SRTP on.

• No Cisco Call Manager device can be forwarded to the ICD extension of an agent.

• The ICD extension of an agent cannot be configured to forward to a Cisco CRA route point.

• Use of characters other than the numerals 0 - 9 in the ICD extension of an agent.

Regards

Yogi

Stanley Johnson · ‎04-19-2005

Thanks Yogi. I've tried to stick with those rules and did a double-check on several of the phones that were noted in my logs as having run into this problem. They were all "within-spec".

Here's some code that I've found directly before the call transfer failed statements:

962362: Apr 19 09:10:49.500 EDT %MIVR-SS_TEL-7-UNK:CallID:14975 MediaId:624863/2 Task:69000020256, ConsultCallObserver() has timed out peeking from msgQ

962363: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-UNK:CallID:14975 MediaId:624863/2 Task:69000020256, consult transfer() gets com.cisco.util.msgq.MsgQTimeoutException

962364: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION:com.cisco.util.msgq.MsgQTimeoutException

962365: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.util.msgq.MsgQ.waitForMessage(MsgQ.java:331)

962366: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.util.msgq.MsgQ.lookUp(MsgQ.java:261)

962367: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.util.msgq.MsgQ.read(MsgQ.java:114)

962368: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$8.run(TAPIPortGroup.java:5924)

962369: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.app.impl.ApplicationManagerImpl$TaskImpl$ActionImpl.run(ApplicationManagerImpl.java:6245)

962370: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.app.impl.ApplicationManagerImpl$TaskImpl.doInterruptible(ApplicationManagerImpl.java:6054)

962371: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port$InCallObserverImpl.waitForConsultState(TAPIPortGroup.java:5908)

962372: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port$InCallObserverImpl.transfer(TAPIPortGroup.java:7064)

962373: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port.connect(TAPIPortGroup.java:3538)

962374: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wf.steps.iaq.SelectResourceStep.execute(SelectResourceStep.java:515)

962379: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wfframework.engine.core.WFEngineWorkflowTask.executeStep(WFEngineWorkflowTask.java:113)

962380: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper.executeStep(WFWorkflowAppDebugTaskWrapper.java:382)

962381: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wfframework.obj.WFWorkflowTask.execute(WFWorkflowTask.java:332)

962382: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wfframework.engine.core.WFEngineWorkflowTask.execute(WFEngineWorkflowTask.java:68)

962383: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper.execute(WFWorkflowAppDebugTaskWrapper.java:702)

962384: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wfframework.engine.core.TaskManager.runTaskNormally(TaskManager.java:291)

962385: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wfframework.engine.core.TaskManager.runTask(TaskManager.java:246)

962386: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.wfframework.engine.core.TaskManager$RunnableTask.run(TaskManager.java:432)

962387: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.executor.impl.ParallelExecutorImpl$WorkOrder.run(ParallelExecutorImpl.java:283)

962388: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at com.cisco.executor.impl.WorkerPool$Worker.run(WorkerPool.java:398)

962389: Apr 19 09:10:49.546 EDT %MIVR-SS_TEL-7-EXCEPTION: at java.lang.Thread.run(Unknown Source)