CCB-Callback not working

[M A]

Hi Team,

We are implementing CCB internally in lab using cisco provided Call studio applications and ICM script.

ICM 10.5.1

CVP 10.5.1

VXML gateway cisco 2911

I can able to successfully schedule the callback and getting GoodBye Call back scheduled message.

But callback not happening after we put agents in ready state. Getting below error in Activity log(Callback_wait).

192.168.170.45.1447364970164.15.CallbackWait,11/12/2015 13:49:34.688,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY
192.168.170.45.1447364970164.15.CallbackWait,11/12/2015 13:49:34.688,Get Status_01,element,warning,Could not retrieve "callid". Please check your configuration.
192.168.170.45.1447364970164.15.CallbackWait,11/12/2015 13:49:34.688,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT
192.168.170.45.1447364970164.15.CallbackWait,11/12/2015 13:49:34.688,Get Status_01,exit,error

Also in Callback engine application log showing callid as empty 

192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,exchange,NA
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,dnis,80121
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,uui,NA
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,iidigits,NA
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,CallbackType=preemptive
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,_userCourtesyCallbackEnabled=1
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,qname=billing
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,ccError=false
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,callid=
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,queueapp=BillingQueue
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,qtime=1447364943629
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,_dnis=80121
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,_ccbServlet=http://192.168.170.45:8000/cvp/CallbackServlet
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,_ani=70121
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,,start,parameter,_ccbServletReqTimeout=10
192.168.170.45.1447364970164.15.CallbackEngine,11/12/2015 13:49:30.164,Intercept caller hangup,enter,

Below is the formula i am using in ICM script to pass the callguid

concatenate(Call.user.microapp.FromExtVXML[3],";callid=",Call.user.media.id)

user.media.id ECC variable is set with value 40.

Please find the attached log for refrence.

Anybody faced this issue before,Please assist me in getting this addressed.

Regards,

Murugan

[Luis Yrigoyen]

Murugan,

Did you figure this out?

thanks

[SEAN NILSEN]

*bump* I am currently running into this same issue.

Did either of the two previous posters sort out the problem?

What was the resolution?

[Chintan Gajjar]

could you please attach logs from the CCB application to look further.

[janinegraves]

Your CallbackEngine app isn't getting the callid from ICM, that's the cause of the problem.
You do NOT have to pass the callid in the ToExtVXML array. Cisco passes it. Remove it from your SetValue node. Save, ca

If you still don't receive the callid into the CallbackEngine check these things:
1. Did you change the CVP_Subdialog_Return in the Callback_Entry app? It should be returning the callid to ICM, and then ICM forwards it to the CallbackEngine.

2. Is your ToExtVXML array at least 60chars per row?
3. Is your FromExtVXML array at least 60 chars per row?

You can grab one of the callid values from the ActivityLog, and use Notepad++ to search for all occurances of that callid in the C:\cisco\cvp\logs\VXML\cvp.data.log - in there you'll see just the data passed between ICM/VXMLServer. So you can see if perhaps something's been truncated.

[smgroene01]

I am also having this same issue.

I am seeing the 'callid' parameter being passed from ICM into my project vxml. Then the call goes back to ICM and the 'callid' parameter is seen in Callback Entry activity logs. The callback gets added to db and moves back to ICM script for traversal to the Callback Engine vxml. The Callback Engine activity logs do not show (same as OP's logs show above). Then the call gets transferred to Callback Wait and logs show same 'Could not retrieve "callid". Please check your configuration.'

It seems that the 'callid' parameter is automatically populated in the 'vxml' but is getting lost between Callback Entry and Callback Engine.

[janinegraves]

What version of CVP and VXMLServer do you have? Are you using PCCE or UCCE? 
Have you changed or renamed any of the CCB apps?
What is the size of your ICM ToExtVXML (5 rows by 60/row)?
And what's the size of your FromExtVXML array?