Error when transferring calls from CVP to a third party system

[castrillor]

Hi,

I am having a problem when transferring the call to a third party system from CVP.  The call gets disconnected when transferred. The target of the transfer is a SIP group (crossrecorder.corppro.imi.bcn) with two servers  10.254.5.55:5070 and 10.254.5.38:5070. The number for the transfer is 3000.

This is the exception  shown at CVP logs:

1521374: 10.254.5.23: Jan 20 2022 18:54:06.010 +0100: %CVP_11_0_SIP-7-CALL: {Thrd=pool-1-thread-225-SIP-263879} CALLGUID = FA0CC300000100000001473D0D46FE0A LEGID = FA0CC300000100000001473D0D46FE0A-164270124601044984 - [OUTBOUND]: INVITE TO <sip:3000@crossrecorder.corppro.imi.bcn;transport=udp> FROM 80399 <sip:80399@10.254.5.23:5060> EXPIRES[60] 100REL[Unsupported]
1521375: 10.254.5.23: Jan 20 2022 18:54:06.010 +0100: %CVP_11_0_SIP-7-CALL: {Thrd=pool-1-thread-225-SIP-263879} CALLGUID = FA0CC300000100000001473D0D46FE0A LEGID = FA0CC300000100000001473D0D46FE0A-164270124601044984 - [OUTBOUND]Trying to set headers in INVITE with these operations: Recorder~add~ANI=80399;Skill=Serv_Soc;CallID=15378614259
4759134: 10.254.5.23: Jan 20 2022 18:54:06.010 +0100: %_client-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.LlSM.client: Connection ID is NULL, using resolver
4759135: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_TransactionManagement-6-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.TransactionManagement: getRequestConnection(DsSipMessage, DsSipResolver)
4759136: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Header-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipObject.Header: Retrieving the Transport Type
4759137: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Header-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipObject.Header: Transport type is udp
4759138: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_TransactionManagement-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.TransactionManagement: Remote Host = crossrecorder.corppro.imi.bcn
4759139: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_TransactionManagement-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.TransactionManagement: Remote Port = 0
4759140: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_TransactionManagement-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.TransactionManagement: Remote Transport = 1
4759141: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_TransactionManagement-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.TransactionManagement: network = DEFAULT
Local Address = PMACGLOCVPA/10.254.5.23
Local Port = 0
Host String = crossrecorder.corppro.imi.bcn
Remote Port = 0
Transport = 1
Resolver = com.dynamicsoft.DsLibs.DsSipLlApi.DsSipServerLocator@1b77abd
4759142: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: DsSipServerLocator.buildList: NOIP_PROTO_NOPORT
4759143: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: Entering addSRVQuery: host(crossrecorder.corppro.imi.bcn) protocol(1)
4759144: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: Use the local SRV Records.
4759145: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: SRV records found for crossrecorder.corppro.imi.bcn
4759146: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: SRV record: /10.254.5.55
4759147: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: SRV record: /10.254.5.38
4759148: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: Leaving addSRVQuery. returning true
4759149: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-4-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: DsSipServerLocator.buildList: list of endpoints to search is empty for (host = crossrecorder.corppro.imi.bcn protocol = 1 port = 0). Check available transports.
4759150: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: using ServerLocator resolver
4759151: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_Resolver-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Resolver: DsSipServerLocator.tryConnect() returning binding info = null ret_connection == null
4759152: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_client-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.LlSM.client: tryNextServer(DsSipRequest) returning false because (m_connection_ == null).
4759153: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %_client-4-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.LlSM.client: can't connect to SIP server
com.dynamicsoft.DsLibs.DsUtil.DsException: ConnectionWrapper.check: can't establish connection
at com.dynamicsoft.DsLibs.DsSipLlApi.DsSipClientTransactionImpl$ConnectionWrapper.check(DsSipClientTransactionImpl.java:2543)
at com.dynamicsoft.DsLibs.DsSipLlApi.DsSipClientTransactionImpl.start(DsSipClientTransactionImpl.java:485)
at com.dynamicsoft.DsLibs.DsSipDialog.DsSipInvitation.start(DsSipInvitation.java:737)
at com.cisco.cvp.sip.SIPCallController.call(SIPCallController.java:983)
at com.cisco.cvp.sip.SIPCallController.call(SIPCallController.java:917)
at com.cisco.cvp.sip.B2BUACommand.inDialogTransfer(B2BUACommand.java:272)
at com.cisco.cvp.sip.SIPCallController.connect(SIPCallController.java:1514)
at com.cisco.cvp.sip.SIPCallController.handleLabel(SIPCallController.java:1164)
at com.cisco.cvp.sip.SipSubsystem$MessagingWorker.run(SipSubsystem.java:1405)
at com.cisco.ccbu.infra.threads.InstrumentedRunnable.run(InstrumentedRunnable.java:92)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
at java.lang.Thread.run(Thread.java:744)
at com.cisco.ccbu.infra.threads.ThreadPoolThread.run(ThreadPoolThread.java:164)
1521376: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_SIP-3-SIP_CALL_ERROR: CALLGUID = FA0CC300000100000001473D0D46FE0A LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a - [INBOUND]: Error connecting to the Label 3000 [id:5004]
1521377: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_SIP-3-EXCEPTION_INFO: %[build_date=Dec 26, 1969 3:04 AM][build_type=rel][exception=java.io.IOException: DsSipClientTransactionImpl.DsSipClientTransactionImpl: can't connect to SIP server: ConnectionWrapper.check: can't establish connection
at com.dynamicsoft.DsLibs.DsSipLlApi.DsSipClientTransactionImpl.start(DsSipClientTransactionImpl.java:493)
at com.dynamicsoft.DsLibs.DsSipDialog.DsSipInvitation.start(DsSipInvitation.java:737)
at com.cisco.cvp.sip.SIPCallController.call(SIPCallController.java:983)
at com.cisco.cvp.sip.SIPCallController.call(SIPCallController.java:917)
at com.cisco.cvp.sip.B2BUACommand.inDialogTransfer(B2BUACommand.java:272)
at com.cisco.cvp.sip.SIPCallController.connect(SIPCallController.java:1514)
at com.cisco.cvp.sip.SIPCallController.handleLabel(SIPCallController.java:1164)
at com.cisco.cvp.sip.SipSubsystem$MessagingWorker.run(SipSubsystem.java:1405)
at com.cisco.ccbu.infra.threads.InstrumentedRunnable.run(InstrumentedRunnable.java:92)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1145)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:615)
at java.lang.Thread.run(Thread.java:744)
at com.cisco.ccbu.infra.threads.ThreadPoolThread.run(ThreadPoolThread.java:164)
][product_name=CVP][subsystem_exception_info=][tid=pool-1-thread-225-SIP-263879][version_number=CVP_11_0_1_0_14_0_44]: Information associated with the following logged exception [id:9007]
1521378: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_SIP-7-CALL: {Thrd=pool-1-thread-225-SIP-263879} Sending BUS MSG:>>HEADERS: (JMSType)=MsgBus:CALL_STATE_EVENT (JMSDestination)=Topic(CVP.SIP.CC.EVENT) (JMSTimestamp)=1642701246025 >>BODY: callguid=FA0CC300000100000001473D0D46FE0A RouterCallKey=14259 RouterCallKeySent=true causecode=0 timezone=Europe/Paris RouterCallKeySequenceNumber=2 version=CVP_11_0 labeltype=1 RouterCallKeyDay=153786 calldate=Thu Jan 20 18:54:06 CET 2022 label=3000 localOffset=60 eventid=1 calllegid=fa0cc300-1e91a1c7-585ebe-d46fe0a >>STATE: isTabular=false isWriteable=true cursor=-1
1521379: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_SIP-7-CALL: {Thrd=pool-1-thread-225-SIP-263879} CALLGUID = FA0CC300000100000001473D0D46FE0A LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a - [INBOUND]: Waiting 2000 millisecs before terminating.
1185464: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-273-ICM-423831} CALLGUID = FA0CC300000100000001473D0D46FE0A, DLGID = 38059 [SIP_LEG_PRERTE_CORRID] - Processing ,, [MsgBus:CALL_STATE_EVENT], ssId=SYS_SIP1, eventId=CONNECT_FAILURE, causeCode=NONE,, LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a, DNIS = 8049128243, ANI = 80399
1185465: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-273-ICM-423831} CALLGUID = FA0CC300000100000001473D0D46FE0A, DLGID = 38059 [SIP_LEG_PRERTE_CORRID] - Publishing ,, [ICM_EVENT_REPORT], dialogueId=38059, sendSeqNo=3, eventId=CONNECT_FAILURE, causeCode=NONE,, LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a, DNIS = 8049128243, ANI = 80399
1185466: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-86-ICM-423832} CALLGUID = FA0CC300000100000001473D0D46FE0A, DLGID = 38059 [SIP_LEG_PRERTE_CORRID] - Processing ,, [ICM_RELEASE], dialogueId=38059, sendSeqNo=3, cause=NO_ROUTE_TO_DESTINATION,, LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a, DNIS = 8049128243, ANI = 80399
1185467: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-86-ICM-423832} CALLGUID = FA0CC300000100000001473D0D46FE0A, DLGID = 38059 [SIP_LEG_PRERTE_CORRID] - Publishing ,, [MsgBus:DISCONNECT], ssId=SYS_SIP1, cause=NO_ROUTE_TO_DESTINATION,, LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a, DNIS = 8049128243, ANI = 80399
1521380: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_SIP-7-CALL: {Thrd=pool-1-thread-313-SIP-263884} MessagingWorker:run: CALLGUID = FA0CC300000100000001473D0D46FE0A LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a - [INBOUND] ICM Disconnecting the call with : >>HEADERS: (JMSType)=MsgBus:DISCONNECT (JMSDestination)=Topic(CVP.ICM.CC.EVENT.SYS_SIP1) (JMSTimestamp)=1642701246025 (ServerID)=PMACGLOCVPA.SYS_ICM1:ICM:ICM1:PMACGLOCVPA.MsgBus001 >>BODY: callguid=FA0CC300000100000001473D0D46FE0A dnis=8049128243 causecode=1 timezone=Europe/Paris version=CVP_11_0 localOffset=60 calllegid=fa0cc300-1e91a1c7-585ebe-d46fe0a >>STATE: isTabular=false isWriteable=false cursor=-1
1521381: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_SIP-7-CALL: {Thrd=pool-1-thread-313-SIP-263884} Sending BUS MSG:>>HEADERS: (JMSType)=MsgBus:CALL_STATE_EVENT (JMSDestination)=Topic(CVP.SIP.CC.EVENT) (JMSTimestamp)=1642701246025 >>BODY: callguid=FA0CC300000100000001473D0D46FE0A RouterCallKey=14259 RouterCallKeySent=true causecode=1 timezone=Europe/Paris RouterCallKeySequenceNumber=2 version=CVP_11_0 labeltype=1 RouterCallKeyDay=153786 calldate=Thu Jan 20 18:54:06 CET 2022 label=3000 localOffset=60 eventid=6 calllegid=fa0cc300-1e91a1c7-585ebe-d46fe0a >>STATE: isTabular=false isWriteable=true cursor=-1
1185468: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-485-ICM-423833} CALLGUID = FA0CC300000100000001473D0D46FE0A, DLGID = 38059 [SIP_LEG_PRERTE_CORRID] - Processing ,, [MsgBus:CALL_STATE_EVENT], ssId=SYS_SIP1, eventId=DISCONNECT, causeCode=NORMAL_COMPLETION,, LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a, DNIS = 8049128243, ANI = 80399
1185469: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-485-ICM-423833} CALLGUID = FA0CC300000100000001473D0D46FE0A, DLGID = 38059 [SIP_LEG_PRERTE_CORRID] - Publishing ,, [ICM_EVENT_REPORT], dialogueId=38059, sendSeqNo=4, eventId=DISCONNECT, causeCode=NORMAL_COMPLETION,, LEGID = fa0cc300-1e91a1c7-585ebe-d46fe0a, DNIS = 8049128243, ANI = 80399
1185470: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-485-ICM-423833} CALLGUID = FA0CC300000100000001473D0D46FE0A, DLGID = 38059 [SIP_LEG_PRERTE_CORRID] - Deleted dialogue. Duration: 0 hrs, 0 mins, 0 secs, 93 msecs
1185471: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-485-ICM-423833} CALLGUID = FA0CC300000100000001473D0D46FE0A - Deleted call. Duration: 0 hrs, 0 mins, 0 secs, 93 msecs
1185472: 10.254.5.23: Jan 20 2022 18:54:06.025 +0100: %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-485-ICM-423833} ICMCallController:addToPostCallSurveyCallMap: CALLGUID = FA0CC300000100000001473D0D46FE0A - Call being cached for post call survey
820724: 10.254.5.23: Jan 20 2022 18:54:06.150 +0100: %CVP_11_0_IVR-7-CALL: {Thrd=http-processor7} VBServlet:service: HTTP Request from 10.254.5.65: { MSG_TYPE=CALL_RESULT, ERROR_CODE=NO_ENTRY(17), CALL_ID=C0EEE3B0795011ECA8D584B26107F480, CALL_SEQ_NUM=4 }
820725: 10.254.5.23: Jan 20 2022 18:54:06.150 +0100: %CVP_11_0_IVR-3-CALL_ERROR: RunScript Error from 10.254.5.65 [NO_ENTRY(17)] CALLGUID: C0EEE3B0795011ECA8D584B26107F480 DNIS=8049028237 {VRUScriptName: 'M,silence1_sec' ConfigParam: '1/2,Y,0,1'} [id:3023]

Call flow is the following:

Agent -> CUCM Route Point -> ICM Script (with send to VRU node) -> Label (3000) -> CVP -> Third Party element 

In the future, agents will transfer customer calls to this service. By now, I am only testing with tha agent dialing.

Versions: 11.5

Any help is appreciated.

Thanks 

Raul

[bill.king1]

You didn't mention some of the other components, like what is the call flow?
Inbound call to CUBE->UCCE/CVP->Label of rf3000->CUBE in some manner to this destination for instance? Also, what version of CVP/UCCE/CUBE for instance?
Can you connect to that destination in other manners, eliminating say UCCE/CVP from the mix?

[castrillor]

Hi

Call flow is the following:

Agent -> CUCM Route Point -> ICM Script (with send to VRU node) -> Label (3000) -> CVP -> Third Party element 

In the future, agents will transfer customer calls to this service. By now, I am only testing with tha agent dialing.

Versions: 11.5

I have fixed the issue by changing in CVP Dialed Number PAttern   the name of the server group by the IP of one of the servers. But I need to have the server group name for HA purposes.

Does anyone know where the problem could be?

Thanks

[bill.king1]

Can you post what you mean/did, as you can do what you're saying.

Set 3000 to go to crossrecorder.corppro.imi.bcn in CVP and have those 2 IP entries in the makeup for that group.

[castrillor]

Hi Bill,

Thanks for your answer.

I have configured teh following sip server group:

Whe this Dialed Pattern is configured, the call fails:

 But if I configure this way, the call works

Any ideas?

Thanks

[bill.king1]

Does it work if you have it like your bottom screenshot with the name, as crossrecorder.corppro.imi.bcn:5070?

Also, separately, to eliminate multiple sources, if as a test you only have one entry in the SIP server group, does it work?

[castrillor · Accepted solution]

Hi Bill,

I found the issue cause, I am expalining it just in case it helps to other people.

When a server group is configured, CVP uses a ping (OPTINOS) mechanism to check that the system is alive. Third party system was not responding to those ping messages so CVP put it out of Service.

When third party system began to answer ping messages, the call progressed ok.

Thanks and regards