UCCE 10.5: MR PG can not connect to SIP Dialer

[Ion Cristian Radescu]

Hello,

I have a strange problem with a SIP Dialer installation.

The MR PIM can not connect to SIP Dialer with the following error:

14:32:34:621 pg2a-pim1 Attempting to connect to MR application at IP address: 172.19.10.31, port: 38001.
14:32:34:621 pg2a-pim1 Trace: Transport: Making connection attempt to host1: 172.19.10.31 port: 38001.
14:32:35:713 pg2a-pim1 Trace: Transport: Connection to host1 attempt failed; error 10061..
14:32:35:713 pg2a-pim1 Trace: Transport: The attempt to connect was rejected..
14:32:35:713 pg2a-pim1 Trace: Transport: Make sure that the MR-PIM setup has the correct MR application hostname and port number..
14:32:35:713 pg2a-pim1 Trace: Transport: Make sure that the application is listening for connection at the correct port number..
14:32:35:713 pg2a-pim1 Trace: Transport: Connection closed..

I configured two duplexed SIP Dialers without Port Map. In baDialer logs I can see it can connect to Campaign Manager, CTI Servers, but it received "Port Map With ZERO Ports". Judging by what is written in SRND, this behavior is normal.

14:38:51:052 dialer-baDialer Trace: DialerMetrics::reset(), Dialer Metric subsystem was reset..
14:38:51:350 dialer-baDialer Initializing Event Management System (EMS) library.
14:38:51:350 dialer-baDialer EMS library initialized with write thread.
14:38:51:350 dialer-baDialer Trace: EMS Server pipe cce\Dialer\baDialerEMSPipe enabled for cce\Dialer\baDialer.
14:38:51:350 dialer-baDialer Trace: Release 10.5.1.0 , Build 2572.
14:38:51:350 dialer-baDialer Trace: Received dialer startup request..
14:38:51:350 dialer-baDialer Trace: Monitor Server pipe cce\Dialer\baDialerCmdPipe enabled for cce\Dialer\baDialer.
14:38:51:351 dialer-baDialer Trace: Dialer starting...ICM\cce\Dialer.
14:38:51:351 dialer-baDialer Trace: Using registry key: Software\Cisco Systems, Inc.\ICM\cce\Dialer.
14:38:51:351 dialer-baDialer Trace: Using registry key: Software\Cisco Systems, Inc.\ICM\cce\CurrentVersion.
14:38:51:354 dialer-baDialer Trace: EMT I/O completion ports: max threads=4, concurent threads=0.
14:38:51:355 dialer-baDialer Trace: Current Directory (C:\icm\cce\dialer).
14:38:51:355 dialer-baDialer Trace: Size of call result mapping table: 46.
14:38:51:355 dialer-baDialer Trace: DialerMetrics::Instance, Dialer Manager Creating New instance..
14:38:51:355 dialer-baDialer Trace: The performance monitor object instance (cce) was created successfully..
14:38:51:359 dialer-baDialer Trace: Attempting EMT connection to computer [172.19.10.30/172.19.10.30], port [40032].
14:38:51:611 dialer-baDialer Trace:     EMT connection established.
14:38:52:368 dialer-baDialer Trace: Registering with Campaign Manager.
14:38:52:370 dialer-baDialer Trace: Config received: [1] dialer PortThrottle:15.000000.
14:38:52:370 dialer-baDialer Trace: Trying to connect to server: 172.19.10.31 on port: 42027.
14:38:52:370 dialer-baDialer Trace: socket open on Server=172.19.10.31 port=42027.
14:38:52:370 dialer-baDialer Trace: (CTIPROXY)    Sending CTI OpenRequest for this Dialer.
14:38:52:372 dialer-baDialer Trace: CallListener creating mutex - Global\CCallListener8536.
14:38:52:372 dialer-baDialer Trace: (PM) Update Port Throttle. lPortThrottle=15.000000, dwPortThrottleCount=30, dwPortThrottleTime=2.
14:38:52:372 dialer-baDialer Trace: Received Port Map With ZERO Ports.
14:38:52:372 dialer-baDialer Trace: Received Port Map With ZERO Ports.
14:38:52:372 dialer-baDialer Trace: Received Port Map With ZERO Ports.
14:38:52:372 dialer-baDialer Trace: Received Port Map With ZERO Ports.
14:38:52:372 dialer-baDialer Trace: (CLMGR)    CTI Client Event Report Request, invoke: 1, clients: [1].
14:38:53:382 dialer-baDialer Trace: Dailer Status Change,Old Status:cce-Dialer BADialer_SIP -X  [CM-X]  [CTI-U]  [Ports-X]  [MR-X]  [SIP-U] 0x0.
14:38:53:382 dialer-baDialer Trace: Dailer Status Change,New Status:cce-Dialer BADialer_SIP -X  [CM-A]  [CTI-A]  [Ports C:0,R:0,B:0]  [MR-X]  [SIP-U] 0x3.
14:38:53:382 dialer-baDialer Trace: (DD)    **** Media Routing PIM is not Connected ****.
14:38:53:382 dialer-baDialer Trace: (DD)    **** All SoftPhone Channels not Initialized ****.
14:38:53:382 dialer-baDialer Trace: (DD)    **** Configured SoftPhone Channels: [0], Initialized: [0] ****.
14:38:54:396 dialer-baDialer Trace: (DD)    **** Media Routing PIM is not Connected ****.
14:38:54:396 dialer-baDialer Trace: (DD)    **** All SoftPhone Channels not Initialized ****.
14:38:54:396 dialer-baDialer Trace: (DD)    **** Configured SoftPhone Channels: [0], Initialized: [0] ****.
14:38:55:410 dialer-baDialer Trace: (DD)    **** Media Routing PIM is not Connected ****.
14:38:55:410 dialer-baDialer Trace: (DD)    **** All SoftPhone Channels not Initialized ****.

I double checked the IP Addresses, MR port(38001), network interfaces order in Windows and everything looks ok.

A possible problem could be that I see no application listening on port 38001 with netstat -na.

Does anyone have any idea what else should I check?

Many thanks in advance,

Cristian

[saship]

I am not so sure about port map zero, while I do receive that message, I do receive a message right before with all 100 ports on my dialer (see below) 

what is the status of your dialer on diagnostics portico ? can you post a screen print of the diagnostics portico processes window ? 

08:42:02:748 dialer-baDialer Trace:     EMT connection established 
08:42:03:494 dialer-baDialer Trace: Registering with Campaign Manager 
08:42:03:496 dialer-baDialer Trace: Config received: [1] dialer PortThrottle:15.000000 
08:42:03:496 dialer-baDialer Trace: Trying to connect to server: 10.1.32.61 on port: 42027 
08:42:03:496 dialer-baDialer Trace: socket open on Server=10.1.32.61 port=42027 
08:42:03:496 dialer-baDialer Trace: (CTIPROXY)    Sending CTI OpenRequest for this Dialer 
08:42:03:497 dialer-baDialer Trace: (PM) Update Port Throttle. lPortThrottle=15.000000, dwPortThrottleCount=30, dwPortThrottleTime=2 
08:42:03:497 dialer-baDialer Trace: Received Port Map With 100 Ports 
08:42:03:497 dialer-baDialer Trace: Received Port Map With ZERO Ports 
08:42:03:497 dialer-baDialer Trace: Received portmap configuration; DialerID: [5001], Number of Ports [100] 
08:42:03:497 dialer-baDialer Trace: Configured Port Numbers [1;2;3;4;5;6;7;8;9;10;11;12;13;14;15;16;17;18;19;20;21;22;23;24;25;26;27;28;29;30;31;32;33;34;35;36;37;38;39;40;41;42;43;44;45;46;47;48;49;50;51;52;53;54;55;56;57;58;59;60;61;62;63;64;65;66;67;68;69;70;71;72;73;74;75;76;77;78;79;80;81;82;83;84;85;86;87;88;89;90;91;92;93;94;95;96;97;98;99;100;] 
08:42:03:498 dialer-baDialer Trace: CallListener creating mutex - Global\CCallListener4716 
08:42:03:503 dialer-baDialer Trace: CSipUAReader::Initialize, m_SIPServerTransportType=5060 SIPServerTransportType=1 SIPServerType=0 
08:42:03:504 dialer-baDialer Trace: (SipServer) start the call throttle timer, m_fPortThrottle=15.000000 m_dwTickTimeout=66 
08:42:03:504 dialer-baDialer Trace: (SipServer)1 

[Ion Cristian Radescu]

Please see below:

[saship]

Not sure if you are running into the same issue that I did with my MR PG, Try to increase the HBNumTries from 1 to maybe 5. I eventually reduced it to 2 after a few trial an errors and got my MR PG to stay stable and connected to the dialer. There is a known issue with the heartbeat retries that can cause the MR PG to lose connectivity, especially in Lab scenarios. 

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,Inc.\ICM\instancename\Dialer\HBNumTries 

once you set your HBNumTries to say "5" cycle your services and see if comes up. Also I assume you have the dialer ports configured. 

[Ion Cristian Radescu]

I changed HBNumTries to "5", cycled the services and I have the same behavior.

Do I still need dialer ports in SIP Dialer Scenario? I know I had these ports in SCCP Dialer scenario and I configured VIP ports in CUCM, asociated with pgadmin, etc. As per SRND we don't have to configure dialer port map in SIP Dialer Scenario. Am I right?
 

[saship · Accepted solution]

Yes regardless of SIP or SCCP you will need to configure dialer ports. After you mentioned, I just noticed that you have zero ports configured as shown in your Portico output.

Ports C:0,R=0 which is Zero ports configured, and Zero registered.

here are a few things you need set up

first add the dialer ports as shown.

unlike SCCP dialer, you wont need to create CTI ports on CUCM. but you will need to set up a agent targeting rule

apart from your typical agent targeting rule for CVP routing client, you will need to add your agent ranges so that the Dialer PG knows how to route to the agents

also remember that if your agent extension is 6 digits long and you are using a combo PG (which I believe you are - i.e. Agent + CG + DLR PIM all are on the same PG) you will need to ensure that the Dialer ports are 6 digits long as well as the agent extension length parameter on the PG doesn't allow you to use different extension length for CUM agents vs. the Dialer ports so in my case agent extensions are 17XXXX and dialer ports are 19XXXX. something that has not been made clear in documentation from Cisco is that these Dialer ports still get controller by CUCM (even though you don't create CTI ports in CUCM as you do in SCCP dialers) you will notice that the Peripheral selected for the Dialer ports is "UCM"

[saship]

Also, here is an output of the Diag Portico when your MR is up and ports are registered and everything is healthy

[Ion Cristian Radescu]

Hi Saship,

Very good input. I just created ports for SIP dialer in Configuration Manager and everything looks normal now.

I don't really understand where and how these ports are used because the SIP connection is made directly with the voice gateway but I'll do some tests in the morning at the office and I'll come back to you with some thoughts. There is lack of information in Cisco documentation about this area.

Also I have three PGs(CCM, MR, VRU) in an IVR(not CVP) scenario. Do you still think I'll need an agent targeting rule?

Thank you for your help,

Cristian

[saship]

Yes, you will still need a route for the agents under your MR Routing client. since you have IP IVR I will throw that in the mix as well.

for all INBOUND calls the following applies;  

CVP as IVR

In CVP case, CVP acts as the "routing client"

Ingress GW --> CVP --> ICM --> Agent Label --> CVP --> CUCM --> Agent

if you notice CVP is responsible in routing the call to various locations, when CVP receives the call it is responsible for routing the call to ICM and when it is time to play greetings it routes the call to the VXML gateway and when its time to send the call to an agent it routes it to CUCM (all using SIP). 

IP IVR

its been a while since I dealt with IP IVR, but I believe it should still be the same architecture (someone can correct me if I am wrong). But with IP IVR, IP IVR does not perform any call routing (it is purely for IVR functionality unlike CVP that does IVR and Call Routing functions) with IP IVR, CUCM is burdened with call routing, so IP IVR relies on CUCM to perform routing. 

Having said the above, with IP IVR scenario the call flow should look something like this 

Ingress GW --> CUCM --> ICM --> IPIVR (for IVR treatments) 

when its time to route to an agent the flow should be 

In GW --> CUCM --> ICM --> CUCM --> Agent 

So in a nutshell for Inbound calls; 

If CVP is used , CVP is the routing client

if IP IVR is used, CUCM is the routing client. 

For outbound dialers, the call flow is quite different. The Dialer actually places a virtual call to the agent, and then places a real call to the customer once the agent is reserved, and then (if AMD is enabled) the gateway figures out that it is a live person (CPA_Voice) and the dialer then will attempts to connect the customer leg to the agent leg. 

so in an outbound dialer call flow, the Dialer is actually the routing client and in order for the Dialer to be able to send invites to CUCM and reach the agents extension, it needs to have a Agent Targeting rule that tells the dialer that these agent extension must be routed to CUCM, hence the need to have a separate Agent targeting rule for the Dialer. Since with an outbound call, CUCM is not the one routing the call to various end points, it is rather the dialer that is routing the call to various locations including an IVR or the agents phone etc and for the dialer to do so, it needs an agent Targeting rule to tell it which that your agent extensions are under your UCM peripheral so that the DLR PIM can route the request to the appropriate peripheral. 

hope that makes sense. it easier to sketch this on a white board :)

[saship]

Ion, 

Here is the simple version of what these ports are doing. so if you had say 10 ports, for each outbound call that is placed, 2 ports are used for that call to be established. So here are the steps 

1) Dialer reserves agent via MR PG by sending a route request 

2) when Agent is being reserved, the Dialer actually uses a Dialer port and instructs this dialer port to make a virtual call to the agent. So now DLR port # 1 is on a virtual call with the agent during reservation phase. 

3) once that is successfully accomplished, the Dialer now uses another Dialer port (DLR port # 2) to call the customer. 

4) once AMD detection CPA etc comes (if enabled) back with CPA_Voice, the Dialer now performs a SIP Refer to get the Customer connected to the agent and both DLR port # 1 and 2 are now free'ed up for use by the next contact record. 

So in simple terms the DLR ports are used as virtual devices to place a virtual call to the agent and a Real call to the customer and then latter release them when the Dialer performs the SIP Refer to get the customer connected to the agent directly. 

[Ion Cristian Radescu]

Hi,

Thank you once again for this very good info.

I've made some tests too and it makes sense now.

Cristian

[Gergely Szabo]

Hi,

10061 is actually Windows telling you that the connection was actively refused, so yes, there might be nothing listening at that port.

Can you tell me more about the IP addressing plan of this ICM installation?

G.

[Ion Cristian Radescu]

Hi Gergely,

Thank you for your answer. Please see below the IP Addressing details:

Public Network:

• Roger-A                             172.19.10.30
• Roger-B                             172.18.10.30
• AgentPG-A/DialerA                 172.19.10.31
• AgentPG-B/DialerB                 172.18.10.31
• VruPG-A                                  172.19.10.32
• VruPG-B                                  172.18.10.32
   

Private Network:

• Rogger-A                   172.19.11.30
• Rogger-B                    172.18.11.30
• AgentPG-A/DialerA     172.19.11.31
• AgentPG-B/DialerB     172.18.11.31
• VruPG-A                    172.19.11.32
• VruPG-B                    172.18.11.32

Thanks,

Cristian

[Gergely Szabo]

Hi,

OK, let's start w something easy, please rerun the setup, remove the Remove the Application Hostname (2) and Application Connection Port (2) values from the MR PIM setting. Make sure the required services are up (Dialer, PG). Let's see where this takes us. G.

[Ion Cristian Radescu]

I changed that and I have the same behavior.

17:41:43:175 pg2a-pim1 Trace: Transport: appServerHostName1 = 172.19.10.31.
17:41:43:175 pg2a-pim1 Trace: Transport: appTcpServiceName1 = 38001.
17:41:43:175 pg2a-pim1 Trace: Transport: appServerHostName2 = .
17:41:43:175 pg2a-pim1 Trace: Transport: appTcpServiceName2 = .
17:41:43:177 pg2a-pim1 Peripheral: 5002, sending OPC: PIM_OK_ACK, acknowledgment for command: PIM_CONFIGURE_REQ (Trans ID: 0).
17:41:43:179 pg2a-pim1 Attempting to connect to MR application at IP address: 172.19.10.31, port: 38001.
17:41:43:180 pg2a-pim1 Trace: Transport: Making connection attempt to host1: 172.19.10.31 port: 38001.
17:41:44:267 pg2a-pim1 Trace: Transport: Connection to host1 attempt failed; error 10061..
17:41:44:267 pg2a-pim1 Trace: Transport: The attempt to connect was rejected..
17:41:44:267 pg2a-pim1 Trace: Transport: Make sure that the MR-PIM setup has the correct MR application hostname and port number..
17:41:44:267 pg2a-pim1 Trace: Transport: Make sure that the application is listening for connection at the correct port number..
17:41:44:268 pg2a-pim1 Trace: Transport: Connection closed..