UCCX 9.0 outbound progressive dialer doesn't

Clifford McGlamry · ‎10-11-2013

Using UCCX 9.0.2-10000 in the lab. Attempting to set up demo for customer for next week.

I have the outbound dialer set up, but it's not attempting to make a call (never hits the gateway). In pulling the MIVR logs, I'm seeing something strange (see below). I tried using the new improved and completely impossible to use bug toolkit (why can't they EVER leave things alone that work, but that's another discussion for another day). I can't locate any information about a bug like this. The input file is straightforward enough. But it will not outdial via the sip gateway.

I was going through the outbound troubleshooting guide, and when looking at the Sample MIVR Log Analysis, I was looking for it to retrieve the records as shown in the first step in that document. It never seems to get that far. Any input appreciated.

*******************************

1264690: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:ConfigManagerImpl-getAll(): given query : .DialingListConfig#3[campaignID=3?EQUAL,callStatus=6?EQUAL]

1264691: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:ConfigManagerImpl-getAll(): query[0]: .DialingListConfig#3[campaignID=3?EQUAL,callStatus=6?EQUAL]

1264692: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery) RepositoryAccessors in list = 2

1264693: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery): RepositoryAccessor type = com.cisco.crs.cluster.config.ClusterConfig

1264694: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery): RepositoryAccessor type = java.lang.String

1264695: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery):Try to get the default accessor

1264696: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery)::found a RepositoryAccessor

1264697: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:DBAccessor.get(query))

1264698: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:Schema class = com.cisco.crs.outbound.DialingListConfig

1264699: Oct 11 17:06:36.926 EDT %MIVR-LIB_JDBC-4-JDBC_LOG_MONITOR:JDBC log: message=Cannot join transaction: do not override hibernate.transaction.factory_class,error_desc=null

1264700: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-UNK:No objects found: Exception=com.cisco.config.ConfigNotFoundException: Query returned 0 results

1264701: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION:com.cisco.config.ConfigNotFoundException: Query returned 0 results

1264702: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.dbaccessor.DBAccessor.get(DBAccessor.java:530)

1264703: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.ConfigManagerImpl.getCIRecords(ConfigManagerImpl.java:1438)

1264704: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.ConfigManagerImpl.getAll(ConfigManagerImpl.java:534)

1264705: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.Config.getAll(Config.java:1147)

1264706: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.Config.getAll(Config.java:1052)

1264707: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.crs.outbound.DialingListConfig.getDialingListRecords(DialingListConfig.java:499)

1264708: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.wf.subsystems.outbound.ReadContactsThread.readCampaigns(ReadContactsThread.java:473)

1264709: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.wf.subsystems.outbound.ReadContactsThread.run(ReadContactsThread.java:153)

1264710: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.runCommand(ExecutorStubImpl.java:690)

1264711: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:486)

1264712: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:762)

1264713: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ThreadStubImpl$RequestImpl.run(ThreadStubImpl.java:570)

1264714: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.util.ThreadPoolFactory$ThreadImpl.run(ThreadPoolFactory.java:853)

1264715: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:Error retreiving config object

1264716: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:ReadContactsThread: readCampaigns: campaignBatchSize after CALLBACK+PENDING+RETRIES=0 for campaignID:3

1264717: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:ReadContactsThread: END

1264718: Oct 11 17:06:37.374 EDT %MIVR-SS_OB-7-UNK:Dialer:printLicenses() total_working_resources:0, OB_contacts_in_progress:0   1264690: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:ConfigManagerImpl-getAll(): given query : .DialingListConfig#3[campaignID=3?EQUAL,callStatus=6?EQUAL]
1264691: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:ConfigManagerImpl-getAll(): query[0]: .DialingListConfig#3[campaignID=3?EQUAL,callStatus=6?EQUAL]
1264692: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery) RepositoryAccessors in list = 2
1264693: Oct 11 17:06:36.925 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery): RepositoryAccessor type = com.cisco.crs.cluster.config.ClusterConfig
1264694: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery): RepositoryAccessor type = java.lang.String
1264695: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery):Try to get the default accessor
1264696: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:getAccessor(ConfigQuery)::found a RepositoryAccessor
1264697: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:DBAccessor.get(query))
1264698: Oct 11 17:06:36.926 EDT %MIVR-CFG_MGR-7-UNK:Schema class = com.cisco.crs.outbound.DialingListConfig
1264699: Oct 11 17:06:36.926 EDT %MIVR-LIB_JDBC-4-JDBC_LOG_MONITOR:JDBC log: message=Cannot join transaction: do not override hibernate.transaction.factory_class,error_desc=null
1264700: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-UNK:No objects found: Exception=com.cisco.config.ConfigNotFoundException: Query returned 0 results
1264701: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION:com.cisco.config.ConfigNotFoundException: Query returned 0 results
1264702: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.dbaccessor.DBAccessor.get(DBAccessor.java:530)
1264703: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.ConfigManagerImpl.getCIRecords(ConfigManagerImpl.java:1438)
1264704: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.impl.ConfigManagerImpl.getAll(ConfigManagerImpl.java:534)
1264705: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.Config.getAll(Config.java:1147)
1264706: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.config.Config.getAll(Config.java:1052)
1264707: Oct 11 17:06:36.929 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.crs.outbound.DialingListConfig.getDialingListRecords(DialingListConfig.java:499)
1264708: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.wf.subsystems.outbound.ReadContactsThread.readCampaigns(ReadContactsThread.java:473)
1264709: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.wf.subsystems.outbound.ReadContactsThread.run(ReadContactsThread.java:153)
1264710: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.runCommand(ExecutorStubImpl.java:690)
1264711: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:486)
1264712: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:762)
1264713: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.executor.impl.ThreadStubImpl$RequestImpl.run(ThreadStubImpl.java:570)
1264714: Oct 11 17:06:36.930 EDT %MIVR-CFG_MGR-7-EXCEPTION: at com.cisco.util.ThreadPoolFactory$ThreadImpl.run(ThreadPoolFactory.java:853)
1264715: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:Error retreiving config object
1264716: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:ReadContactsThread: readCampaigns: campaignBatchSize after CALLBACK+PENDING+RETRIES=0 for campaignID:3
1264717: Oct 11 17:06:36.930 EDT %MIVR-SS_OB-7-UNK:ReadContactsThread: END
1264718: Oct 11 17:06:37.374 EDT %MIVR-SS_OB-7-UNK:Dialer:printLicenses() total_working_resources:0, OB_contacts_in_progress:0

******************

Clifford McGlamry · ‎10-12-2013

Upgraded to the latest build, but seeing exactly the same behavior. However, continued playing with it, and the mystery cause is at least partially solved. This is mostly a documentation problem. From the documentation:

***

DialTime field is used to specify the time to dial a number for individual contacts on the current date. The format to be used for this field is HH:MM. For example, to specify the dialing time as 08:25 am, the dial time field value should be 08:25 and for 03:45 pm, the dial time field value should be 15:45.

***

Here's the thing. If you put the colon character ":" in the middle of the time as a time separator, that breaks it. Instead, enter the time as a 4 digit number in the HHMM format using 24 hour time, and it will work (or just don't use this field).

The same documentation also mentions the ability to have up to three phone numbers in the input files. However, if you look at the contact import screen, it doesn't reflect this in the drop down (it offers only "Phone1") as a field choice. My suspision is that this should actually just be "Phone", and that I can have up to 3 of them, but definately there is a huge disconnect between the documentation and how this actually works.

I can't mark my own reply as a solution, but there it is for anyone who is interested.