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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?

Regards,

Sandeep

29 Replies 29

mschweitzer
Beginner
Beginner

Hi Sandeep,

did you already found the problem?

Because I'm facing the same issue.

thanks

Markus

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

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

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

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

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

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

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

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
Enthusiast
Enthusiast

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)

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

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
Enthusiast
Enthusiast

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.

Sent from Cisco Technical Support iPad App

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