Cisco Outbound Option - Call disconnects immediately after transferring to agent

[muhammadshahzeb]

Hi guys, This is my first post in this forum.

I have a testing setup for Cisco Outbound Option. 

Cisco UCCE 11.5

SIP Dialer -> Voice Gateway -> Customer

Voice Gateway Refers directly to -> CUCM

Everything is working perfectly, customer picks up the call and the call is transferred to the agent. As soon as the agent phone starts ringing the call drops.

I see a "TCL Script failure" after the refer is completed in the debug logs:

TCL script failure
\0x09Result:
\0x09\0x09\0x09 no previous transfer request received
\0x09TCL script failure errorInfo:
\0x09\0x09\0x09no previous transfer request received
while executing
""leg transferdone $outgoingOrigRefer $tsCode\0x0D""
(""ls_000"" arm line 8)
invoked from within
""switch 00tatus {

\0x09""ls_000"" {

set msg ""******* CVP successfully answered the call *******""
# Begin CSCsa32692
...""
(procedure ""ReferConsumeCVPTransferDone"" line 54)
invoked from within
""ReferConsumeCVPTransferDone""

Immediately after this message the call is dropped.

2 dial peers are configured to handle this, 1 to dial out customer and 1 to handle the refer from Dialer:

dial-peer voice 53 voip
description Dial Peer for Dialing Out
destination-pattern 9224466T
session protocol sipv2
session target ipv4:10.32.5.172
voice-class sip rel1xx supported "100rel"
dtmf-relay rtp-nte h245-signal h245-alphanumeric
codec g711ulaw
no vad

dial-peer voice 55 voip
description Dial Peer for Agent Extensions Cisco SID
translation-profile incoming block
destination-pattern 2...
session protocol sipv2
session target ipv4:10.105.17.203
voice-class sip rel1xx supported "100rel"
dtmf-relay rtp-nte h245-signal h245-alphanumeric
codec g711ulaw
no vad

Any help on this will be highly appreciated.

[muhammadshahzeb]

To clarify the call flow is as follows:

1. SIP Dialer asks Voice Gateway (VG) to dial customer

2. Customer picks up VG sends confirmation to SIP Dialer

3. SIP dialer sends refer event for the agent extension to VG

4. Dial peer is matched on VG and call is sent to CUCM (SIP trunk established between VG and CUCM)

5. Agent phone starts ringing and call immediately drops with TCL script failure error

Complete log file also attached
Example in log: 
Agent extension 2001
Customer number 922446600544

[muhammadshahzeb]

Any help from anybody here will be highly appreciated.

Have been stuck on it for days now. Thanks!

[Omar Deen]

In the Dialing List or Dialer Detail table, do you get a Call Result? More specifically, do you get a Call Result value of 6?

[muhammadshahzeb]

Hi Omar.

For the call that gets connected to the agent I get a Call Result of 21.

Export of table attached.

[Omar Deen]

This could be a lot of things... I don't believe that your VG is the culprit. Is this an IVR or Agent based campaign? Are you using CPA? What dial mode are you using (Progressive, Preview, etc...)?

I had a similar issue on 11.6 and what I did to resolve it was to increase the registry value of TimeToWaitForIPDialTone on the MR PG from 4 to 6. My Call Results were not 21, rather, they were 6. You could give this a try, and if you do, you have to cycle the PG and the Dialer components. It's recommended that you do not go beyond the value of 6.

From RegEdit...

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<your_instance>\Dialer

[muhammadshahzeb]

Thanks for your response Omar,

Its an Agent Based campaign. No CPA. Progressive mode is used.

I already tried changing this setting but to no avail. Dial Tone is there and the dialing is happening fine. Customer is picking up but the call is dropped as soon as the REFER is made to CUCM. It does not even wait for agent to pick up. Agent phone rings for a couple hundred of milliseconds and then drops.