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Courtesy Callback

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?



29 Replies 29


Hi Sandeep,

did you already found the problem?

Because I'm facing the same issue.



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.



attached are the logs.,02/06/2012 12:13:51.655,,start,newcall,,02/06/2012 12:13:51.655,,start,ani,115,02/06/2012 12:13:51.655,,start,areacode,NA,02/06/2012 12:13:51.655,,start,exchange,NA,02/06/2012 12:13:51.655,,start,dnis,8812,02/06/2012 12:13:51.655,,start,uui,NA,02/06/2012 12:13:51.655,,start,iidigits,NA,02/06/2012 12:13:51.655,,start,parameter,_userCourtesyCallbackEnabled=0,02/06/2012 12:13:51.655,,start,parameter,ani=115,02/06/2012 12:13:51.655,,start,parameter,qname=billing,02/06/2012 12:13:51.655,,start,parameter,callid=A87ED7C04FD911E1B82600070E5896E8,02/06/2012 12:13:51.655,,start,parameter,queueapp=BillingQueue,02/06/2012 12:13:51.655,,start,parameter,_dnis=8812,02/06/2012 12:13:51.655,,start,parameter,_ccbServlet=,02/06/2012 12:13:51.655,,start,parameter,ewt=100,02/06/2012 12:13:51.655,,start,parameter,_ani=115,02/06/2012 12:13:51.655,,start,parameter,_ccbServletReqTimeout=10,02/06/2012 12:13:51.655,CVP Subdialog Start_01,enter,,02/06/2012 12:13:51.889,CVP Subdialog Start_01,exit,done,02/06/2012 12:13:51.889,Enter Queue_01,enter,,02/06/2012 12:13:51.889,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY,02/06/2012 12:13:51.905,Enter Queue_01,custom,thishost,,02/06/2012 12:13:51.952,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT,02/06/2012 12:13:51.952,Enter Queue_01,data,ewt,100,02/06/2012 12:13:51.952,Enter Queue_01,exit,done,02/06/2012 12:13:51.952,ewt in Minutes,enter,,02/06/2012 12:13:51.952,ewt in Minutes,custom,Result,2.0,02/06/2012 12:13:51.952,ewt in Minutes,exit,done,02/06/2012 12:13:51.952,Validate_01,enter,,02/06/2012 12:13:51.952,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY,02/06/2012 12:13:51.983,Validate_01,custom,Callback_Leave_Queue,ELEMENT_ENTRY,02/06/2012 12:13:51.998,Validate_01,custom,Callback_Leave_Queue,ELEMENT_EXIT,02/06/2012 12:13:51.998,,end,how,disconnect,02/06/2012 12:13:51.998,,end,result,normal,02/06/2012 12:13:51.998,,end,duration,0

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.



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



Actually, you should start with enabling Courtesy Callback.,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.



Hi Kris,

attached is my activity log

many thanks

Markus,02/09/2012 08:03:42.062,,start,newcall,,02/09/2012 08:03:42.062,,start,ani,2242939676,02/09/2012 08:03:42.062,,start,areacode,224,02/09/2012 08:03:42.062,,start,exchange,293,02/09/2012 08:03:42.062,,start,dnis,923617404,02/09/2012 08:03:42.062,,start,uui,NA,02/09/2012 08:03:42.062,,start,iidigits,NA,02/09/2012 08:03:42.062,,start,parameter,_userCourtesyCallbackEnabled=1,02/09/2012 08:03:42.062,,start,parameter,ani=2242939676,02/09/2012 08:03:42.062,,start,parameter,qname=billing,02/09/2012 08:03:42.062,,start,parameter,callid=4C168D60522311E18582001E1374D27A,02/09/2012 08:03:42.062,,start,parameter,queueapp=BillingQueue,02/09/2012 08:03:42.062,,start,parameter,_dnis=923617404,02/09/2012 08:03:42.062,,start,parameter,_ccbServlet=,02/09/2012 08:03:42.062,,start,parameter,ewt=120,02/09/2012 08:03:42.062,,start,parameter,_ani=2242939676,02/09/2012 08:03:42.062,,start,parameter,_ccbServletReqTimeout=10,02/09/2012 08:03:42.062,CVP Subdialog Start_01,enter,,02/09/2012 08:03:42.203,CVP Subdialog Start_01,exit,done,02/09/2012 08:03:42.203,Enter Queue_01,enter,,02/09/2012 08:03:42.203,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY,02/09/2012 08:03:42.203,Enter Queue_01,custom,thishost,,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,02/09/2012 08:03:42.203,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT,02/09/2012 08:03:42.203,Enter Queue_01,exit,error,02/09/2012 08:03:42.203,Get Status_01,enter,,02/09/2012 08:03:42.203,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY,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,02/09/2012 08:03:42.203,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT,02/09/2012 08:03:42.203,Get Status_01,exit,error,02/09/2012 08:03:42.203,Queue1,enter,,02/09/2012 08:03:54.531,Queue1,exit,,02/09/2012 08:03:54.531,,custom,Callback_Leave_Queue,ELEMENT_ENTRY,02/09/2012 08:03:54.546,,element,error,An error occurred in the on end call class,02/09/2012 08:03:54.546,,end,how,hangup,02/09/2012 08:03:54.546,,end,result,normal,02/09/2012 08:03:54.546,,end,duration,12

Hey Markus,

The cause for you differs a bit.,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.



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


I Have followed the guide and I get the following error...,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.,02/08/2012 10:52:36.226,An error occurred in the on end call class 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.audium.server.controller.Controller.runOnEndCall(

at com.audium.server.controller.Controller.onEndCall(

at com.audium.server.session.ControllerData.update(

at java.util.Observable.notifyObservers(

at com.audium.server.controller.TimeoutManager.notifyObservers(

at com.audium.server.controller.TimeoutManager$

at java.util.TimerThread.mainLoop(


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.



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:,12/13/2012 14:29:10.250,Enter Queue_01,enter,,12/13/2012 14:29:10.250,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY,12/13/2012 14:29:10.437,Enter Queue_01,custom,thishost,,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\,12/13/2012 14:29:10.437,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT,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.


Evgeniy Fisenko


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.

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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