Solved: Calls failing on outbound transfer from ICM script.

stork · ‎09-21-2017

I keep seeing some similar errors in the CVP error logs below;

432558: 10.107.47.55: Sep 21 2017 11:12:43.332 -0400: %CVP_10_5_SIP-3-SIP_CALL_ERROR: CALLGUID = FB9F8880000100000005149C652F6B0A LEGID = D2A7000B-9E1511E7-A141A946-5271DF8F - [INBOUND] - ABNORMALLY ENDING - SIP code [408], Reason Hdr [SIP;cause=408] Request Timeout, GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS [xxx868xxxx], ANI [xxx230xxxx] with AGE (msecs) 141315 and Call History : 77777777770003728|-1;1866xxxxxxx|1; [id:5004]

432559: 10.107.47.55: Sep 21 2017 11:12:43.737 -0400: %CVP_10_5_SIP-3-SIP_CALL_ERROR: CALLGUID = FB9F8880000100000005149C652F6B0A LEGID = D2A7000B-9E1511E7-A141A946-5271DF8F - [INBOUND]: Refer failed with 480 - Temporarily Not Available. May be a problem with Routing Configuration or Gateway Dial-Peer. [id:5004]

432560: 10.107.47.55: Sep 21 2017 11:12:43.737 -0400: %CVP_10_5_SIP-3-SIP_CALL_ERROR: CALLGUID = FB9F8880000100000005149C652F6B0A LEGID = D2A7000B-9E1511E7-A141A946-5271DF8F - [INBOUND] - ABNORMALLY ENDING - SIP code [408], Reason Hdr [SIP;cause=408] Request Timeout, GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS [xxx868xxxx], ANI [xxx230xxxx] with AGE (msecs) 141720 and Call History : 77777777770003728|-1;1866xxxxxxx|1; [id:5004]

Call Flow

VerizonSIP->SME->GW->CVP->ICM->CVP-GW->SME->VerizonSIP

Based on the error it seems like there would be an issue on the GW dial-peers but they are configured correctly.

The call comes in hits a script with some menu options, and then based on what they select, the call can route offsite via "Label Node" to the gateway then out to SME->VerizonSIP. .......

Thoughts?

stork · ‎10-13-2017

I ended up opening a TAC case for this issue and was running into known bugs on both CUCM and CVP.

CVP bug CSCvb68867

CUCM bug CSCuu67940

The bug for CVP doesn't have a fix yet according to the TAC engineer and the CUCM bug could be fixed with a patch.

There were 3 options to fix this, either apply a patch to CUCM, add configuration to the GW, or simply edit my scripts and add a Node at the beginning.

I chose to edit the script. Basically this tells CVP to not send an update message which what was causing my issue in the first place.

Call.SIPHeader="Allow~sub~UPDATE~INFO~"

After this was added to the script as the first node all my calls transferred as expected.

The GW config given is below. I have not tried this but the engineer stated that this would work as well.

voice services voip

sip

no update caller-id

Holpe this helps out someone else.

View solution in original post

Senthil Kumar Sankar · ‎09-21-2017

Looks like there is a problme in the Gateway, Attach the CVP Logs and Gateway Logs, That should tell is why the Call Failing in Gateway or why Gateway responds with a failure

You can use the below document to know abt trace levels

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-enterprise/116165-trouble-ucce-trace-00.html#anc32

Regards,

Senthil Kumar

stork · ‎09-25-2017

Here is another example;

callguid=FAC26B80000100000008018A652F6B0A

Error Log

440190: 10.107.47.55: Sep 25 2017 08:13:58.361 -0400: %CVP_10_5_SIP-3-SIP_CALL_ERROR: CALLGUID = FAC26B80000100000008018A652F6B0A LEGID = D196D930-A12111E7-B39CA946-5271DF8F - [INBOUND]: Refer failed with 480 - Temporarily Not Available. May be a problem with Routing Configuration or Gateway Dial-Peer. [id:5004]

CVP log attached. Call comes in, makes menu selections and then is routed off via sip refer in a label node.

I've looked through them but for these logs I'm not the best and finding what I am looking for. Pointers on what to looks for in these logs would be a help as well :)

Senthil Kumar Sankar · ‎09-25-2017

The Logs which you have uploaded is not going to help in finding the problem. They are incomplete.

As I said, Gateway logs are very important here to understand why Gateway sends that resposne to CVP