Courtesy Callback - Page 2

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

dianemcalear1 · ‎02-28-2014

I have the same problem as fisenkoevgen. My Reporting server is configured and licensed - showing as Up. Calls are failing the Courtesy Callback.

172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.581,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.612,Enter Queue_01,custom,thishost,172.28.80.10

172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.628,Enter Queue_01,element,warning,doDecision- Error while sending Callback_Enter_Queue request to CallbackServlet

Error: Failed to connect to the servlet -- "HTTP/1.1 500 Internal Server Error\

172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.581,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY
172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.612,Enter Queue_01,custom,thishost,172.28.80.10
172.28.80.10.1393615877487.9.CallbackEntry,02/28/2014 11:31:17.628,Enter Queue_01,element,warning,doDecision- Error while sending Callback_Enter_Queue request to CallbackServlet
Error: Failed to connect to the servlet -- "HTTP/1.1 500 Internal Server Error\

Aaron Tavis · ‎03-06-2014

Hey everybody,

looking for a little assistance with this. I'm hoping that someone has run into this problem before.

This is an internal CCB setup using CUSP and a CUBE/VXML

Here's a very high level overview of the current call flow and the issue we are seeing

Initial Call:

Internal Caller -> CUCM -> CUSP -> CUBE/VXML -> CUSP -> CVP

Caller name recorded and number grabbed (all working as designed)

Call Back:

CVP -> CUSP -> CUBE -> CUSP -> UCM -> Internal Caller

Caller confirms identity and requests to speak with an agent (working as designed)

After this is where I'm running into a problem.

If an agent is in a ready state, Agent gets reserved and Call Leg to Agent is connected (working properly)

If an agent is in a not-ready state, Initial Caller is queued to SG. When the agent goes ready, the CVP Instructs the CUBE/VXML to activate the Ringback service.

The ringback service times out after 5 seconds on the CVP and CVP reports a SIP 488 error.

Initial caller is disconnected.

Has anyone seen this before?

Muhammad Fahad Raza · ‎02-21-2015

When I dial the number to invoke Courtesy Callback I only hear queue music and there is no announcement to record name or number and get the below logs in CallBackEntry activity logs, then I have to drop the call manually in queue.

10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,newcall,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,ani,212537771412
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,areacode,NA
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,exchange,NA
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,dnis,10005
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,uui,NA
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,iidigits,NA
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_userCourtesyCallbackEnabled=1
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,ani=212537771412
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,qname=billing
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,callid=C9A27692B84111E48DE3C9CB37447A70
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,queueapp=BillingQueue
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_dnis=10005
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_ccbServlet=https://10.82.10.17:8443/cvp/CallbackServlet
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,ewt=240
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_ani=212537771412
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,,start,parameter,_ccbServletReqTimeout=10
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.583,CVP Subdialog Start_01,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.801,CVP Subdialog Start_01,exit,done
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.801,Enter Queue_01,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.801,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.801,Enter Queue_01,custom,thishost,10.83.10.14
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Enter Queue_01,data,ewt,0
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Enter Queue_01,exit,done
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,ewt in Minutes,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,ewt in Minutes,custom,Result,5.0
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,ewt in Minutes,exit,done
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Validate_01,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.864,Validate_01,custom,probe outcome,id:10.82.10.101;NAHCUBEA;trunks:4
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,element,warning,"Error: no Capacity field defined" returned from sending Callback_Validate request to CallbackServlet
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,custom,Callback_Validate,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,data,gw,10.82.10.101
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,exit,error
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Get Status_01,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,startCallback,false
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,ewt,0
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,qpos,0
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,cli,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,rna,30
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,dn,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,data,rec,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Get Status_01,exit,done
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.989,Queue1,enter,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.056,Queue1,exit,
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.056,,custom,Callback_Leave_Queue,ELEMENT_ENTRY
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.103,,custom,Callback_Leave_Queue,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.103,,end,how,hangup
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.103,,end,result,normal
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:16:20.103,,end,duration,38

Any idea?

Regards,

Muhammad Fahad Raza

dianemcalear1 · ‎02-23-2015

Looks like your error is in the Validate_01 node. Becasue of the error - the call is going out of the Exit Error path - which sends the call to the queue. Here is the snipet from your log with the error:

14:15:42.926,Validate_01,element,warning,"Error: no Capacity field defined" returned from sending Callback_Validate request to CallbackServlet
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,custom,Callback_Validate,ELEMENT_EXIT
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,data,gw,10.82.10.101
10.83.10.14.1424441742583.1708537.CallbackEntry,02/20/2015 14:15:42.926,Validate_01,exit,error

Muhammad Fahad Raza · ‎02-25-2015

Hi,

I have managed to fix that error. There was missing field of "loc" in sip-profile association. Now it is scheduling the callback properly and says "Your call has been scheduled, Goodby".

But I don't get any call back. Below are the logs from CallBackEngine.

0.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,newcall,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,ani,212620384894
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,areacode,NA
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,exchange,NA
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,dnis,10003
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,uui,NA
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,iidigits,NA
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_userCourtesyCallbackEnabled=1
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,callid=A492DA02BC0611E4BACBFF508493CC75
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_ccbServlet=https://10.82.10.17:8443/cvp/CallbackServlet
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_dnis=10003
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_ccbServletReqTimeout=10
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,,start,parameter,_ani=212620384894
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:14.671,Intercept caller hangup,enter,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Intercept caller hangup,custom,result,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Intercept caller hangup,data,result,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Intercept caller hangup,exit,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Goodbye,enter,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.933,Goodbye,interaction,audio_group,initial_audio_group
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.965,Goodbye,exit,done
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:16.965,Disconnect Caller_01,enter,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Disconnect Caller_01,custom,result,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Disconnect Caller_01,data,result,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Disconnect Caller_01,exit,error
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Do not leave queue,enter,
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,Do not leave queue,exit,done
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,custom,Callback_Leave_Queue,ELEMENT_ENTRY
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,custom,Callback_Leave_Queue,Skipping the rest of Callback_Leave_Queue
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,end,how,application_transfer:CallbackWait
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,end,result,normal
10.83.10.14.1424856194671.65.CallbackEngine,02/25/2015 09:23:25.405,,end,duration,11

dianemcalear1 · ‎02-25-2015

There is no failure in your callback engine log. You should be reviewing your Callback Wait application logs. This is where you will find the progress of the call (waiting until the EWT timer has run down) and where the call back occurs.

Muhammad Fahad Raza · ‎02-25-2015

Thanks for the quick response.

Can you find attached the logs of CallBack Wait. It says it is trying to update the DB and reconnect the caller, but nothing happens actually.

Also I noticed my call is dropped automatically approx. after 10 minutes of saying goodbye. Gateway should drop the call immediately to customer.

What do you think

Regards,

Fahad Raza

dianemcalear1 · ‎02-27-2015

Muhammad -

When the call starts - the ANI is identified below along with the EWT. The callback will not happen until the EWT timer has counted down.

15:56:41.238,,start,ani,212620384894
15:56:41.519,Get Status_01,data,ewt,117

I noticed that the number indicated in the dial patterns is different from the ANI. It appears that 212 has been stripped and a leading "0" has been added. Not sure if this is a correct number pattern.

5:56:41.519,Get Status_01,data,dn,0620384894

The EWT counts down:
15:56:41.519,Get Status_01,data,startCallback,false
15:56:56.589,Get Status_01,data,ewt,106
15:57:11.660,Get Status_01,data,ewt,84
15:57:26.730,Get Status_01,data,ewt,73
15:57:41.816,Get Status_01,data,ewt,62
15:57:56.886,Get Status_01,data,ewt,40
15:58:11.957,Get Status_01,data,ewt,29
15:58:27.027,Get Status_01,data,ewt,18

Once the callback EWT gets to 0 the startCallback flag changes from false to true - which starts the calling procedure

15:58:42.097,Get Status_01,data,startCallback,true
10.83.10.14.1424879790505.101.CallbackWait,02/25/2015 15:58:42.097,Get Status_01,data,ewt,0

But the callback DN = 0620384894

The callback fails - and can not reconnect the caller

16:00:42.192,Reconnect Caller,data,result,error
16:00:42.192,Reconnect Caller,exit,error
16:00:42.192,Update DB to COMPLETED,enter

Your call then goes to the re-try path which sets EWT to 60

Once the new EWT timer expires - the Reconnection is tried and fails again.

Is the CallBack number correct? Are you pre-pending digits in the GW to complete a successful dial out? Have you checked the GW logs to see what is happening when the dial out is taking place to see the progress?

Muhammad Fahad Raza · ‎03-02-2015

Hi,

Thank you for the detailed analysis.

For the EWT, don't you think it should disconnect the call at customer end immediately, but the call remains connected for 10 minutes and then drops automatically, which could be the default timer to drop the call at gateway end.

For the Callback number, Yes it is correct.

I did a try with entering the same number as arrived for inbound call but the result was same.

I checked the logs and it seems INVITE call is not coming on CUBE (ingress gateway) to initiate outbound call.

I am attaching the logs for you again with complete application and CUBE logs.

Please check and suggest.

ANI: 3244441666

Thank you

Regards,

Muhammad Fahad Raza

dianemcalear1 · ‎03-02-2015

Muhammad -

I will not be able to assist you further. Have you opened a TAC Case?

Muhammad Fahad Raza · ‎03-05-2015

Hi,

Yes the case is opened and nothing is figured out yet.

mark.ham99 · ‎05-19-2015

Muhammad,

Did you ever get this resolved, I am having the same issue.

ln33147 · ‎08-27-2015

Hi Mark,

I'm running into the same issue, did you get it resolved?

Your help is highly appreciated.

Regards,

hungdt1986 · ‎02-20-2017

Dear Muhamad,

Can you please share solution after cisco remote your system?

Thanks.

paulonwude · ‎05-09-2021

Muhammad,

Did you ever get this resolved, I am having the same issue.