Courtesy Call Back- CCB

[Ahmed Adeyemi]

Having issue setting up a new CCB. I've deployed the CCB scripts located in OpsConsole but keep getting a a "480 - Temporarily Not Available" which in return i get the CVP Error Message. Attached below are the CVP Logs and Error Log. The call is not getting to the VXML Application so there is no log in that aspect.

Call Flow: 

Cell Phone-->SIP Trunk-->Ingress GW-->CVP Call Server--> ICM-->CVP Call Server-->VVB or VXML GW-->CVP VXML Server-->ICM.

On the Script Editor, I see the call fail at the initial "Run External Script" CallBackEntry

0C1F41D6700B11E792ED9A81BF21FA90 LEGID = CB92451-700B11E7-92F39A81-BF21FA90 - [INBOUND]: Refer failed with 480 - Temporarily Not Available. May be a problem with Routing Configuration or Gateway Dial-Peer. [id:5004]

805: 172.19.110.52: Jul 24 2017 19:11:03.312 -0600: %CVP_11_5_SIP-3-SIP_CALL_ERROR: CALLGUID = 0C1F41D6700B11E792ED9A81BF21FA90 LEGID = CB92451-700B11E7-92F39A81-BF21FA90 - [INBOUND] - ABNORMALLY ENDING - SIP code [38], Reason Hdr [Q.850;cause=38] Q850 Reason [38 - Network out of order, typically a TCL script abnormal disconnect.], GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS [7207442898], ANI [7207442898] with AGE (msecs) 6860 and Call History : 7777777777712|-1; [id:5004]

In the Gateway, i have The VXML Parameters for CCB as  configured as 

voice service voip
no ip address trusted authenticate
allow-connections h323 to sip
allow-connections sip to h323
allow-connections sip to sip
no supplementary-service sip moved-temporarily
no supplementary-service sip refer
redirect ip2ip
signaling forward unconditional
fax protocol t38 version 0 ls-redundancy 0 hs-redundancy 0 fallback none
sip
bind control source-interface loop0
bind media source-interface loop0
header-passing
registrar server expires max 3600 min 600
midcall-signaling passthru
!
voice class codec 1
codec preference 1 g711ulaw
codec preference 2 g729r8

voice class sip-profiles 103
request INVITE sip-header Call-Info add "X-Cisco-CCBProbe:id:172.19.127.2;loc:onlwcce;trunks:10"--> This is the IP Address for gi0/0

application
service new-call flash:bootstrap.vxml
!
service survivability flash:survivability.tcl
paramspace english index 0
paramspace english location flash:
paramspace english english en
paramspace english prefix en
!
service cvp-survivability flash:survivability.tcl
paramspace english index 0
paramspace english location flash:
paramspace english prefix en
paramspace english english en
!

dial-peer voice 50 voip
description *** 11 Digit Calls ***
destination-pattern 011T
session protocol sipv2
session target sip-server
voice-class codec 10
voice-class sip bind control source-interface GigabitEthernet0/0
voice-class sip bind media source-interface GigabitEthernet0/0
dtmf-relay rtp-nte
no vad
!
dial-peer voice 2 voip
description *** 10 Digit Calls ***
service cvp-survivability
session protocol sipv2
session transport tcp
incoming called-number 7207442898
voice-class codec 10
voice-class sip profiles 103
voice-class sip bind control source-interface GigabitEthernet0/0
voice-class sip bind media source-interface GigabitEthernet0/0
dtmf-relay rtp-nte
no vad
!
dial-peer voice 10 voip
description *** CUCM Calls Agent Extension***
destination-pattern 1303555600.
session protocol sipv2
session target ipv4:172.19.110.65
session transport tcp
voice-class codec 10
voice-class sip bind control source-interface GigabitEthernet0/0
voice-class sip bind media source-interface GigabitEthernet0/0
dtmf-relay rtp-nte
no vad
!
dial-peer voice 9 voip
description External Calls to CVP for CCB
destination-pattern 7207442898
session protocol sipv2
session target ipv4:172.19.110.52
session transport tcp
voice-class codec 10
voice-class sip asserted-id pai
voice-class sip bind control source-interface GigabitEthernet0/0
voice-class sip bind media source-interface GigabitEthernet0/0
dtmf-relay rtp-nte
no vad
!
dial-peer voice 11 voip
description *** CUCM DID Calls ***
destination-pattern +1303500600.
session protocol sipv2
session target ipv4:172.19.110.65
session transport tcp
voice-class codec 10
voice-class sip bind control source-interface GigabitEthernet0/0
voice-class sip bind media source-interface GigabitEthernet0/0
dtmf-relay rtp-nte
no vad

[Ahmed Adeyemi]

Thanks Chintan. I actually did modify all the parameters for EWT to see to meet the current skill group i am looking at: So for my skill group One_SG, the formula below is what i am using to check it.

ValidValue(((SkillGroup.CUCMPG.Cisco_Voice.One_SG.RouterCallsQNow+1)*(ValidValue(SkillGroup.CUCMPG.Cisco_Voice.One_SG.AvgHandledCallsTimeTo5,20))/max(SkillGroup.CUCMPG.Cisco_Voice.One_SG.Ready,(SkillGroup.CUCMPG.Cisco_Voice.One_SG.TalkingIn+SkillGroup.CUCMPG.Cisco_Voice.One_SG.TalkingOut+SkillGroup.CUCMPG.Cisco_Voice.One_SG.TalkingOther))),100)

To make matters even worse, i am not able to get my normal call flow working anymore: I am defining the application=test on the ToExtVXML but if i look at the call server log, it doesn't seem to be getting the parameters i am defining.

I can see the VXML App is running but its not getting to the application almost like it doesn't see that i am defining the app.

[Chintan Gajjar]

well thats because the you have configured ToExtVXML variable as

user.ToExtVXML where it should be user.microapp.ToExtVXML array.

I found that from png file you have attached, correct it and see if it works, you may need to restart the CVP PG in order for this change to get reflected.

[Ahmed Adeyemi]

Hello Chintan,

    So i installed the reporting server and got CCB to work thus far. But the problem i have is during the callback. I leave record and leave the callback but when i get the call back, the agent goes to reserved mode and i see the callback on my cellphone but the agents phone never rang. 

Looking at all the VXML Application logs for CCB

Callback Entry: Log in Activity Log and no Error

Callback Engine: Log in Activity Log and no Error

Billing Queue: Log in Activity Log and no Error

Callback Wait: Log in Activity Log and no Error

Callback Queue- Nothing in the activity Log

I'm not sure what log to post here because as far as the callback goes, it works just fine.

In testing it, if i put the agent in ready, i can receive the call just fine so i don't know why its only putting the agent in reserved with no audio coming to the agent phone and no audio heard on the cell phone.

[Chintan Gajjar]

check if the run external script GS,Server,V configured on your ICM and invoked during queue is interuptable or non-interuptable?

it should be interuptable (the box mark should be  ticked).

[Ahmed Adeyemi]

Thanks for the response. I have that node on interruptible. I am using all interrupting VRU Script list for the entire Run External script i have. I have attached my Network VRU below as well as the state of the agent when the call back comes through. Essentially, the call stays on reserved for about 20 seconds at which the Call back disconnects and then the agent state goes back to ready.

[Chintan Gajjar]

please attach cvp logs from the c:\cisco\cvp\logs

for agent getting reserved without any calls terminatiog on phone may be related to one of the following:

1. Agnent Targetting Rule not configured correctly or not at all configured for cvp rc.

2. cvp/cups has no route configured to reach an agent.

3. cucm is preventing the call to be connected to an agent, may be css or partition issue.

[Chintan Gajjar · Accepted solution]

also if possible please collect ccsip debugs from the gateway where ccb is getting invoked and called out.

[Ahmed Adeyemi]

I just tried replicating the issue and i am unable to do so. I was trying to get the call from the CUBE and its been working successfully overtime i try.

[Chintan Gajjar]

might be related to particular CVP server or CUBE. whenever you have it replicated you can collect the above logs and paste it here.

[geoff]

It's clear that you are bypassing key SET variable nodes. There is no trace of "application=Foobar" in the CVP log.

Regards,
Geoff