Courtesy Callback

sandeep pokhriyal · ‎01-31-2012

CCM 8.5

CVP 8.5

ICM 8.5

5350 XM - Ingress+VXML

I am implementing Courtesy Callback and i have done the config as mentioned in the admin guide. The survivability service is invoked on POTS dial peer.

when i dial the number to invoke Courtesy Callback i only hear music there is no announcement to record name or number. has anyone faced this issue?

Regards,

Sandeep

mschweitzer · ‎02-08-2012

Hi Sandeep,

did you already found the problem?

Because I'm facing the same issue.

thanks

Markus

Kris Lambrechts · ‎02-08-2012

For both of you : post the ActivityLog of your CallbackEntry application relevant to your test call to see why the system did not offer a CCB.

Cheers,

Kris

sandeep pokhriyal · ‎02-08-2012

attached are the logs.

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,newcall,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,ani,115

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,areacode,NA

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,exchange,NA

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,dnis,8812

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,uui,NA

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,iidigits,NA

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_userCourtesyCallbackEnabled=0

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,ani=115

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,qname=billing

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,callid=A87ED7C04FD911E1B82600070E5896E8

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,queueapp=BillingQueue

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_dnis=8812

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_ccbServlet=http://172.25.7.163:8000/cvp/CallbackServlet

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,ewt=100

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_ani=115

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_ccbServletReqTimeout=10

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,CVP Subdialog Start_01,enter,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.889,CVP Subdialog Start_01,exit,done

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.889,Enter Queue_01,enter,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.889,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.905,Enter Queue_01,custom,thishost,172.25.7.164

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Enter Queue_01,data,ewt,100

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Enter Queue_01,exit,done

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,ewt in Minutes,enter,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,ewt in Minutes,custom,Result,2.0

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,ewt in Minutes,exit,done

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Validate_01,enter,

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.952,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.983,Validate_01,custom,Callback_Leave_Queue,ELEMENT_ENTRY

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.998,Validate_01,custom,Callback_Leave_Queue,ELEMENT_EXIT

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.998,,end,how,disconnect

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.998,,end,result,normal

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.998,,end,duration,0

Kris Lambrechts · ‎02-08-2012

Your call enters the Validate_01 element and is immediately instructed to leave the queue. What did you set the 'Maximum Estimated Wait Time' to ?

If anything under 100 seconds, which is the EWT that the UCCE script calculated, no callback will be offered.

Cheers,

Kris

sandeep pokhriyal · ‎02-08-2012

we have set it to 600 seconds. still the problem persists. we are using vru type 7, may be that is the issue.

Regards,

Sandeep

Kris Lambrechts · ‎02-08-2012

Actually, you should start with enabling Courtesy Callback.

172.25.7.164.1328519631639.51679.CallbackEntry,02/06/2012 12:13:51.655,,start,parameter,_userCourtesyCallbackEnabled=0

Havve another look through the Configuration Guide and the sample Courtesy Callback script available in a folder on your OAMP server. You need to define that variable and set it to 1 in your routing script.

Cheers,

Kris

mschweitzer · ‎02-08-2012

Hi Kris,

attached is my activity log

many thanks

Markus

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,newcall,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,ani,2242939676

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,areacode,224

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,exchange,293

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,dnis,923617404

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,uui,NA

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,iidigits,NA

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_userCourtesyCallbackEnabled=1

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,ani=2242939676

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,qname=billing

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,callid=4C168D60522311E18582001E1374D27A

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,queueapp=BillingQueue

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_dnis=923617404

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_ccbServlet=http://172.23.70.108:8000/cvp/CallbackServlet

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,ewt=120

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_ani=2242939676

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,,start,parameter,_ccbServletReqTimeout=10

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.062,CVP Subdialog Start_01,enter,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,CVP Subdialog Start_01,exit,done

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,enter,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,custom,thishost,172.23.70.108

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,element,warning,doDecision- "Error: bad Queue Time value" returned from sending Callback_Enter_Queue request to CallbackServlet

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,exit,error

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,enter,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,element,warning,doDecision- "Error: bad Queue Time value" returned from sending Callback_Get_Status request to CallbackServlet

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Get Status_01,exit,error

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Queue1,enter,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.531,Queue1,exit,

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.531,,custom,Callback_Leave_Queue,ELEMENT_ENTRY

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.546,,element,error,An error occurred in the on end call class com.cisco.cvp.vxml.custelem.callback.LeaveQueue.

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.546,,end,how,hangup

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.546,,end,result,normal

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:54.546,,end,duration,12

Kris Lambrechts · ‎02-08-2012

Hey Markus,

The cause for you differs a bit.

172.23.70.108.1328771022062.1.CallbackEntry,02/09/2012 08:03:42.203,Enter Queue_01,element,warning,doDecision- "Error: bad Queue Time value" returned from sending Callback_Enter_Queue request to CallbackServlet

For some reason the CCB Servlet did not accept the callback date/time that the VXML application proposed. I've seen that here in the lab when the database server was localized to the Belgian locale. I believe there's a bug somewhere descriibing that behavior but I don't have the itme right now to find it.

As a work-around, you can set the locale for the complete machine to US English as per the 2 attached screenshots. Make sure you enable 'Apply to this account and the default ...' and reboot the box.

Cheers,

Kris

ramimakram · ‎09-19-2017

Hi All,

I get warning,Could not retrieve "_ccbServlet". Please check your configuration.

The activity logs show that ccbServlet is empty. Where should this be set?

CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,_userCourtesyCallbackEnabled=0
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,ani=201000265958
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,qname=billing
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,callid=9AC7D7BA9C6111E7B54330E4DBAAE680
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,queueapp=BillingQueue
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,_dnis=811111111110739
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,_ccbServlet=
10.3.222.26.1505820169307.0.CallbackEntry,09/19/2017 15:22:49.322,,start,parameter,ewt=100

dconstantino · ‎02-14-2012

I Have followed the guide and I get the following error...

72.32.3.130.1328723362917.36.CallbackEntry,02/08/2012 10:52:36.226,A VoiceXML Session timeout occurred at element Queue1: A session has timed out after 3 minutes. This is most likely caused by a start of call class or action element at the top of the callflow not completing before the voice browser's fetch timeout occurred. To resolve it ensure this class executes in a timely manner or run it in the background. Session timeouts may also occur under high load or if there are issues with a load balancer or voice browser.

172.32.3.130.1328723362917.36.CallbackEntry,02/08/2012 10:52:36.226,An error occurred in the on end call class com.cisco.cvp.vxml.custelem.callback.LeaveQueue. The error was: onEndCall - Could not retrieve "_ccbServlet". Please check your configuration.

com.audium.server.AudiumException: onEndCall - Could not retrieve "_ccbServlet". Please check your configuration.

at com.cisco.cvp.vxml.custelem.callback.LeaveQueue.onEndCall(LeaveQueue.java:52)

at com.audium.server.controller.Controller.runOnEndCall(Controller.java:3422)

at com.audium.server.controller.Controller.onEndCall(Controller.java:3312)

at com.audium.server.session.ControllerData.update(ControllerData.java:3750)

at java.util.Observable.notifyObservers(Observable.java:142)

at com.audium.server.controller.TimeoutManager.notifyObservers(TimeoutManager.java:67)

at com.audium.server.controller.TimeoutManager$TheTimer.run(TimeoutManager.java:97)

at java.util.TimerThread.mainLoop(Timer.java:512)

at java.util.TimerThread.run(Timer.java:462)

Kris Lambrechts · ‎02-14-2012

Your system does not know where the Courtesy Callback Servlet is. Ensure you have designated a Reporting Server to CCB and that you restarted the Reporting Services and Call Server Services on all your machines.

Cheers,

Kris

fisenkoevgen · ‎12-13-2012

I have exactly the same problem as dconstantino has. But my Reporting Server is up and configured for CCB. I've checked several times.

Activity log:

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.250,Enter Queue_01,enter,

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.250,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.437,Enter Queue_01,custom,thishost,10.1.1.10

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.437,Enter Queue_01,element,warning,doDecision- Error while sending Callback_Enter_Queue request to CallbackServlet

Error: Failed to connect to the servlet -- "HTTP/1.1 503 Service Unavailable\

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.437,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT

10.1.1.10.1355390949937.1.CallbackEntry,12/13/2012 14:29:10.437,Enter Queue_01,exit,error

Seems to be Informix problem, but have no idea how to fix it.

Cheers,

Evgeniy Fisenko

dconstantino · ‎12-19-2012

I need to know if anyone has a work around for using CCB internally. The only thing I can think of is adding a lable to the ICM script and send the call through the voice gw since that is a prereq for CCB. Or I guess I could translate the internal call to go out and come back in throught the GW. THe customer has a SIP trunk from the carrier so it is not about using TDM channels but bandwidth.

What if I send it through the dial peer on the gateway and then back to CUSP not sure all advise and ideas welcome.

Mark Pareja · ‎12-25-2012

You can implement a internal CUBE to activate survivability and broker the internal connection. Thus you would not have to use any carrier trunks.

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