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Too many transfer failures

I have an issue.

 

Users complain about calls disconnected.

 

Looking at CUIC's reports we see many aborted calls and this error: 

er failures; nested exception is: com.cisco.wfapi.WFExecutionException: Too many transfer failures

 

Debugging our script, everything seems ok and call are not lost.

 

 

Have anybody presented this issue too?

1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted

Hi!

 

 

Problem was caused because "Media termination point" was enable on the gateways.

 

Once we disable it, the problem of lost calls was resolved.

 

Thank you for your reply.

View solution in original post

4 REPLIES 4
Highlighted
Collaborator

What are the users doing when they are disconnected? - are they people calling the trigger number or are the agents having issues?

I had a recent issue where callers who were transferred to a CCX app were getting stuck in the queue. The cause of the problem was that people were transferring to a 4 digit translation pattern - 6868 - rather than the full 8 digit number assigned to the trigger. It would be worth checking that as well as the other unsupported setups detailed in the release notes.

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6_2/release/guide/uccx_b_solution-release-notes-1162/uccx_b_solution-release-notes-1162_chapter_01.html#topic_9AAC1FE8E2B56842E82FF777781C2823

HTH.

Highlighted
Contributor

Hey Alma. This exception can be trigged due to RONA calls. If a call is RONA 3 times, the system disconnect it at the call is getting this exception This is a safety rule in ccx, and the rona number cannot be changed.
Highlighted

Wow! In 13 years of working with this product I have never heard of that. I'll have to test this today.

 

EDIT: I just tested this on UCCX 116(2) and this statement is false.

 

Here are some lines from the logs to show you that I RNA'd 8 times, then answered, and the contact is the same throughout:

 

! Find the RNAs (8 of them)
admin:file search activelog uccx/log/MIVR/Cisco001MIVR18* "Posting the ContactNotAnsweredEvent.*aholloway" ignorecase Searching path: /var/log/active/uccx/log/MIVR/Cisco001MIVR18* /var/log/active/uccx/log/MIVR/Cisco001MIVR184.log.gz:5877043: Dec 19 12:31:37.720 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactNotAnsweredEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type PRIMARY CONSULT session 71000013018 session seq num 0 /var/log/active/uccx/log/MIVR/Cisco001MIVR184.log.gz:5877975: Dec 19 12:31:52.068 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactNotAnsweredEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type PRIMARY CONSULT session 71000013018 session seq num 0 /var/log/active/uccx/log/MIVR/Cisco001MIVR184.log.gz:5878590: Dec 19 12:32:07.374 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactNotAnsweredEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type PRIMARY CONSULT session 71000013018 session seq num 0 /var/log/active/uccx/log/MIVR/Cisco001MIVR184.log.gz:5879205: Dec 19 12:32:21.546 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactNotAnsweredEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type PRIMARY CONSULT session 71000013018 session seq num 0 /var/log/active/uccx/log/MIVR/Cisco001MIVR184.log.gz:5879625: Dec 19 12:32:36.006 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactNotAnsweredEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type PRIMARY CONSULT session 71000013018 session seq num 0 /var/log/active/uccx/log/MIVR/Cisco001MIVR184.log.gz:5880355: Dec 19 12:32:52.279 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactNotAnsweredEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type PRIMARY CONSULT session 71000013018 session seq num 0 /var/log/active/uccx/log/MIVR/Cisco001MIVR184.log.gz:5881393: Dec 19 12:33:08.128 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactNotAnsweredEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type PRIMARY CONSULT session 71000013018 session seq num 0 /var/log/active/uccx/log/MIVR/Cisco001MIVR185.log.gz:5882759: Dec 19 12:33:23.659 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactNotAnsweredEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type PRIMARY CONSULT session 71000013018 session seq num 0 Search completed
! Find the Answer event (1 of them) admin:file search activelog uccx/log/MIVR/Cisco001MIVR18* "Posting the ContactConnectedEvent.*aholloway" ignorecase Searching path: /var/log/active/uccx/log/MIVR/Cisco001MIVR18* /var/log/active/uccx/log/MIVR/Cisco001MIVR185.log.gz:5883124: Dec 19 12:33:30.558 CST %MIVR-SS_CM-7-UNK:[MIVR_SS_CM_ContactMgrMsgProcessor-116-0-MIVR] ContactEventsGenerator: IEF Contact ID: [9965013/3] 60296661 ContactEventsGenerator: Posting the ContactConnectedEvent Resource Rsrc Name:Anthony Holloway ID:AHolloway IAQ Extn:+16125551212 contact type IAQ session 71000013018 session seq num 0 Search completed admin:
Highlighted

Hi!

 

 

Problem was caused because "Media termination point" was enable on the gateways.

 

Once we disable it, the problem of lost calls was resolved.

 

Thank you for your reply.

View solution in original post