Solved: Re: UCCX CALL NOT INITIATING

Muhammed Ashiq · ‎04-19-2018

Hi there,

We are on a configuration process of uccx 11.6 .we craeted agents,phone CSQ trigger, and also mapped the trigger to an external number so that one can call from outside the network.

We get call when calling from internal phones,we are getting call with audio,

But when we call from outside,the call is coming but no audio and the agent state is reserved then the call dropped.we are testing this in a firewall enabled network.

Why this happens? Please help.

w

Muhammed Ashiq · ‎04-25-2018

Issue solved,the problem was with gateway.

ThankYou

View solution in original post

Anthony Holloway · ‎04-19-2018

Do you have other outside calls coming in and working, say for example to Unity Connection, or IP Phones?

Muhammed Ashiq · ‎04-21-2018

yes,i am getting calls both inbound and outbound,the problem is with uccx

Muhammed Ashiq · ‎04-22-2018

i found these EXCEPTION lines in MIVR log

Line 77: 407326: Apr 19 15:35:01.588 AST %MIVR-SS_RM-3-RIMGR_METHOD_INVOC_ERROR:[pool-19-thread-65] JtapiRIMgr: RIMgr has had a problem invoking a method: Module Name=RM component,The name of the method that invoked another method=initAddr,The name of the method invoked=getButtonPosition,The error message resulting from a method invocation=throws InvalidStateException. 
 Line 244: 407493: Apr 19 15:39:29.873 AST %MIVR-SS_RM-3-RIMGR_METHOD_INVOC_ERROR:[pool-19-thread-66] JtapiRIMgr: RIMgr has had a problem invoking a method: Module Name=RM component,The name of the method that invoked another method=initAddr,The name of the method invoked=getButtonPosition,The error message resulting from a method invocation=throws InvalidStateException. 
 Line 265: 407514: Apr 19 15:39:42.633 AST %MIVR-SS_RM-3-RIMGR_METHOD_INVOC_ERROR:[pool-19-thread-67] JtapiRIMgr: RIMgr has had a problem invoking a method: Module Name=RM component,The name of the method that invoked another method=initAddr,The name of the method invoked=getButtonPosition,The error message resulting from a method invocation=throws InvalidStateException. 
 Line 677: 407926: Apr 19 15:41:25.076 AST %MIVR-SS_TEL-3-CONSULT_FAILED:[MIVR_ENG_TASKS-31-5-TASK:0x5d21dbaa3_icd.aef] InCallObserverImpl: Consult failed : All Call ids=CallID:103 MediaId:4419/3 Task:25000000163,Extension=10005,Exception=com.cisco.jtapi.PlatformExceptionImpl: Cti request timed out,Failure reason=transfer gets error CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out 
 Line 677: 407926: Apr 19 15:41:25.076 AST %MIVR-SS_TEL-3-CONSULT_FAILED:[MIVR_ENG_TASKS-31-5-TASK:0x5d21dbaa3_icd.aef] InCallObserverImpl: Consult failed : All Call ids=CallID:103 MediaId:4419/3 Task:25000000163,Extension=10005,Exception=com.cisco.jtapi.PlatformExceptionImpl: Cti request timed out,Failure reason=transfer gets error CTIERR_TIMEOUT=0x8ccc0001::Cti request timed out 
 Line 678: 407927: Apr 19 15:41:25.076 AST %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl: Cti request timed out
 Line 678: 407927: Apr 19 15:41:25.076 AST %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl: Cti request timed out
 Line 679: 407928: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.jtapi.CallImpl.transfer(CTQF)
 Line 680: 407929: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port$InCallObserverImpl.transfer(TAPIPortGroup.java:8794)
 Line 681: 407930: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port$InCallObserverImpl.transfer(TAPIPortGroup.java:8083)
 Line 682: 407931: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wf.subsystems.jtapi.TAPIPortGroup$Port.connect(TAPIPortGroup.java:3800)
 Line 683: 407932: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wf.steps.iaq.SelectResourceStep.handleResourceCSQ(SelectResourceStep.java:634)
 Line 684: 407933: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wf.steps.iaq.SelectResourceStep.findResourceCSQ(SelectResourceStep.java:506)
 Line 685: 407934: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wf.steps.iaq.SelectResourceStep.executeCSQ(SelectResourceStep.java:382)
 Line 686: 407935: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wf.steps.iaq.SelectResourceStep.execute(SelectResourceStep.java:238)
 Line 687: 407936: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.obj.WFBeanStep.executeImpl(WFBeanStep.java:141)
 Line 688: 407937: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.obj.WFStep.execute(WFStep.java:174)
 Line 689: 407938: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.obj.WFWorkflowTask.executeStep(WFWorkflowTask.java:494)
 Line 690: 407939: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.engine.core.WFEngineWorkflowTask.executeStep(WFEngineWorkflowTask.java:122)
 Line 691: 407940: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper.executeStep(WFWorkflowAppDebugTaskWrapper.java:416)
 Line 692: 407941: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.obj.WFWorkflowTask.execute(WFWorkflowTask.java:360)
 Line 693: 407942: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.engine.core.WFEngineWorkflowTask.execute(WFEngineWorkflowTask.java:77)
 Line 694: 407943: Apr 19 15:41:25.077 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper.execute(WFWorkflowAppDebugTaskWrapper.java:736)
 Line 695: 407944: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.engine.core.TaskManager.runTaskNormally(TaskManager.java:415)
 Line 696: 407945: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.engine.core.TaskManager.runTask(TaskManager.java:371)
 Line 697: 407946: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.wfframework.engine.core.TaskManager$RunnableTask.run(TaskManager.java:588)
 Line 698: 407947: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.runCommand(ExecutorStubImpl.java:690)
 Line 699: 407948: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:486)
 Line 700: 407949: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.executor.impl.ExecutorStubImpl$RequestImpl.run(ExecutorStubImpl.java:762)
 Line 701: 407950: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at EDU.oswego.cs.dl.util.concurrent.PooledExecutor$Worker.run(PooledExecutor.java:776)
 Line 702: 407951: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.executor.impl.PooledExecutorStubImpl$1$WorkerImpl.run(PooledExecutorStubImpl.java:99)
 Line 703: 407952: Apr 19 15:41:25.078 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.util.ThreadPoolFactory$ThreadImpl.run(ThreadPoolFactory.java:853)
 Line 769: 408018: Apr 19 15:41:25.088 AST %MIVR-SS_RM-7-UNK:[MIVR_SS_RM_RmMsgProcessor-83-0-RmMsgProcessor] RsrcMgrMsgProcessor: Processing msg: SessionTerminatedMsg (Rsrc:ccxuser ID:1056/1 Type:NON IAQ Cause:DROPPED Abort Exception:null) 
 Line 771: 408020: Apr 19 15:41:25.088 AST %MIVR-SS_RM-7-UNK:[MIVR_SS_RM_RmMsgProcessor-83-0-RmMsgProcessor] Agent: Agent ccxuser.processSessionTerminatedMsg(SessionTerminatedMsg (Rsrc:ccxuser ID:1056/1 Type:NON IAQ Cause:DROPPED Abort Exception:null)) - cannot find contact 
 Line 789: 408038: Apr 19 15:41:29.915 AST %MIVR-SS_TEL-3-UNHOLD_FAILED:[MIVR_ENG_TASKS-31-5-TASK:0x5d21dbaa3_icd.aef] InCallObserverImpl: Unhold failed : All Call ids=CallID:103 MediaId:4419/3 Task:25000000163 [CCG_31607/[31607:PT-Internal:1/(P1-jtapi_1) GCID=(3,4419)->ACTIVE]->ESTABLISHED]->HELD,Exception=com.cisco.jtapi.ResourceUnavailableExceptionImpl: Retrieve was rejected by line control or call control,Failure reason=CTIERR_RETRIEVEFAILED=0x8ccc0011::Retrieve was rejected by line control or call control, state=43 
 Line 789: 408038: Apr 19 15:41:29.915 AST %MIVR-SS_TEL-3-UNHOLD_FAILED:[MIVR_ENG_TASKS-31-5-TASK:0x5d21dbaa3_icd.aef] InCallObserverImpl: Unhold failed : All Call ids=CallID:103 MediaId:4419/3 Task:25000000163 [CCG_31607/[31607:PT-Internal:1/(P1-jtapi_1) GCID=(3,4419)->ACTIVE]->ESTABLISHED]->HELD,Exception=com.cisco.jtapi.ResourceUnavailableExceptionImpl: Retrieve was rejected by line control or call control,Failure reason=CTIERR_RETRIEVEFAILED=0x8ccc0011::Retrieve was rejected by line control or call control, state=43 
 Line 790: 408039: Apr 19 15:41:29.916 AST %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.ResourceUnavailableExceptionImpl: Retrieve was rejected by line control or call control
 Line 790: 408039: Apr 19 15:41:29.916 AST %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.ResourceUnavailableExceptionImpl: Retrieve was rejected by line control or call control
 Line 791: 408040: Apr 19 15:41:29.916 AST %MIVR-SS_TEL-3-EXCEPTION: at com.cisco.jtapi.TerminalConnectionImpl.unhold(CTQF)

Muhammed Ashiq · ‎04-25-2018

Issue solved,the problem was with gateway.

ThankYou

ECONTW · ‎01-29-2019

Hi - could you share the solution details please? Thanks in advance

Muhammed Ashiq · ‎02-14-2019

I think we opened a TAC for this issue.