Too many transfer failures

[AlmaVeronicaLunaChavez9323]

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?

[James Hawkins]

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.

[Thomas G. Johannesen]

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.

[Anthony Holloway]

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:

[AlmaVeronicaLunaChavez9323 · Accepted solution]

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.

[Alan Brown]

We're having the same problem with disconnected calls in the queue, what gateways are you referring to when you reference disabling "Media termination point".