ipcc log error

[bphelps]

We are experiencing some general instability in the system. Specifically, occassionally agents can't go ready, and occassionally when a contact is transfered from the queue to the agent, the call is dropped as soon as the agent picks it up.

While I can't correlate the following error to an event I suspect it may relate to the instability. Can anyone decipher what is happening here? I truncated the log in this post at a random point because the full session, lasting 5 or 6 seconds, was about 25000 characters. I've included the full log as an attachment.

60877: Feb 08 14:32:42.539 PST %MIVR-CONTACT_MGR-7-CONTACT_INVALID_STATE_ERROR:Some action is performed when contact is in invalid state: Contact=JTAPICallContact[id=115,type=Cisco JTAPI Call,implId=2634/1,active=false,state=CALL_CONNECTED,inbound=true,handled=true,locale=en_US,aborting=false,app=App[name=Group C,type=Cisco Script Application,id=3,desc=ConVis,enabled=true,max=29,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@30b13c,script=ares.aef,last.modified=1107872068980]],task=28000000125,session=null,seqNum=-1,time=1107901908680,cn=81487,dn=81487,cgn=Unknown,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=81487,odn=null,uui=null,aniii=null,ced=null,route=TR[num=81487],port=TP[type=Cisco CTI Port,id=14,implId=81905,active=false,state=IDLE],aborting=false,transferring=false,disconnecting=false],Contact Class=com.cisco.call.CallContact,Contact Type=Cisco JTAPI Call,Contact id=115,Contact implementation id=2634/1,Exception=Contact is inactive when geting channel

60878: Feb 08 14:32:42.539 PST %MIVR-APP_MGR-7-STEP_FAILURE:Failure to execute a step: Application=App[name=Group C,type=Cisco Script Application,id=3,desc=ConVis,enabled=true,max=29,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@30b13c,script=ares.aef,last.modified=1107872068980]],Task id=28,000,000,125,Step id=631,Step Class=com.cisco.wf.steps.ivr.MenuStep,Step Description=Menu (contact: --Triggering Contact--, prompt: ClosedPrompt),Exception=com.cisco.contact.ContactInactiveException: Contact id: 115, Contact is inactive when getting channel

60879: Feb 08 14:32:42.539 PST %MIVR-APP_MGR-7-EXCEPTION:com.cisco.contact.ContactInactiveException: Contact id: 115, Contact is inactive when getting channel

60880: Feb 08 14:32:42.539 PST %MIVR-APP_MGR-7-EXCEPTION: at com.cisco.contact.impl.ContactStubImpl.getChannel(ContactStubImpl.java:1883)

[venkasub]

Hi,

If the contact hangs up and scripts tries to execute any media/any step which relies on contact will throw an exception, if the same is not handled the application get aborted and the system will execute the default treatment which will play the "System Problems" message or whatever has been defined as the Default script. You will see exceptions in MIVR logs. To avoid this you need to catch the ContactInactive Exception by using On Exception Goto step and clear the same.

If you are using some steps that doesn't relies on contact, continues to execute even after the contact hangups (eg: database steps, XML steps) till it reaches the end step.

As per your MIVR log, the contact hangs up and you are trying to exectue a Menu Step which relies on contact, so its throwing contactInactive Exception and the application will get aborted.

60878: Feb 08 14:32:42.539 PST %MIVR-APP_MGR-7-STEP_FAILURE:Failure to execute a step: Application=App[name=Group C,type=Cisco Script Application,id=3,desc=ConVis,enabled=true,max=29,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@30b13c,script=ares.aef,last.modified=1107872068980]],Task id=28,000,000,125,Step id=631,Step Class=com.cisco.wf.steps.ivr.MenuStep,Step Description=Menu (contact: --Triggering Contact--, prompt: ClosedPrompt),Exception=com.cisco.contact.ContactInactiveException: Contact id: 115, Contact is inactive when getting channel

60897: Feb 08 14:32:42.539 PST %MIVR-APP_MGR-7-TASK_ABORTED:Application task aborted: Application=App[name=Group C,type=Cisco Script Application,id=3,desc=ConVis,enabled=true,max=29,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@30b13c,script=ares.aef,last.modified=1107872068980]],Application Trigger=ContactApplicationTrigger[time=1107901909024,contact=JTAPICallContact[id=115,type=Cisco JTAPI

If it doesnt help to fix the problem, please open a CASE with TAC to pursue.

Hope it helps.

Regards

Venkat