UCCX Trigger gives Fast Busy

[mohamed helmy]

Hi,

Running UCCX 9.0.2 SU2 HA over WAN with CUCM 10.5.

Calling the Triggers of the applications but sometimes it gives busy tone, and sometime works fine.

All Cti Ports are registered at CUCM also the CTI Rote Point is registered at well.

- DP for CTI Ports and CTI Route Point contains the same CUCM servers in the UCCX CM Configuration page

- CTI Route Point CSS contains the PT of the CTI Ports

- All regions use G711

I noticed something, we have 20 CTI port per branch, and while calling the trigger it shows a cti port of the same 14 cti ports when succeeded. i.e. cti ports range from 11211:11230, and I never saw 11221 nor 11224 for example..

Regards

[Gergely Szabo]

Hi,

can you check and resync UCCX config with CUCM?

Also, did you take a look at the UCCX logs when this occured? Do you see an error message perhaps?

G.

[mohamed helmy]

Hi Gergely,

When Trying to make data check and data resyc i find the attached error.

what part of ccm logs shall I check? CCM is showing nothing

Regards

[Gergely Szabo]

Hi,

do you have RTMT (for UCCX) installed? Or, alternatively, do you have CLI (SSH) access to UCCX? I am interested in the UCCX logs.

Looks like something is not quite right. Apparently a Partition was removed or changed on the CUCM side. Can you check the CTI Route point configuration on the UCCX side and the CUCM side? I expect a mismatch.

G.
 

[mohamed helmy]

Hello.

The CTI route Point and CTI Ports are with the same partition I configured at UCCX

and they are registreded at the CUCM.

attached traces for ccx engine

caller 6397

trigger 6624

time 15:35 suceess call and failed call

Regards

[Gergely Szabo]

Hi,

the problem is the logging is probably turned off. Can you enable debugging for LIB_CFG, LIB_TC, CFG_MGR, CONTACT_MGR, ENG, EXECUTOR_MGR, RESOURCE_MGR, SCRIPT_GR, SS_CM, SS_RM, SS_TEL.

I can see an exception but no time stamp that looks a bit suspicious to me:

java.lang.NullPointerException
    at com.cisco.wf.subsystems.rmcm.jtapi.JtapiRIMgr.getAllDevicesForCall(JtapiRIMgr.java:978)
    at com.cisco.wf.subsystems.ctiserver.msgs.CTIMgrCallEventMsg.addRemasksForCall(CTIMgrCallEventMsg.java:209)
    at com.cisco.wf.subsystems.ctiserver.msgs.CTIMgrCallEventMsg.setCallRemasks(CTIMgrCallEventMsg.java:182)
    at com.cisco.wf.subsystems.ctiserver.msgs.CTIMgrCallEventMsg.setCallRemasks(CTIMgrCallEventMsg.java:161)
    at com.cisco.wf.subsystems.ctiserver.CRACTIEventHandler.processContactRsrcDisconnected(CRACTIEventHandler.java:2363)
    at com.cisco.wf.subsystems.ctiserver.CRACTIEventHandler.contactRsrcDisconnected(CRACTIEventHandler.java:1189)
    at com.cisco.wf.subsystems.events.ContactEvent.dispatchEvent(ContactEvent.java:322)
    at com.cisco.event.AbstractEventQueue$Item.dispatch(AbstractEventQueue.java:706)
    at com.cisco.event.AbstractEventQueue$DispatchRunnable.dispatchNextEvent(AbstractEventQueue.java:934)
    at com.cisco.event.AbstractEventQueue$DispatchRunnable.run(AbstractEventQueue.java:951)
    at java.lang.Thread.run(Thread.java:662)

I am not sure whether this is related but I believe it is.

Thanks.

G.

[mohamed helmy]

Hi,

Thanks all for your cooperation.

Problem solved after deleted the call Control group and create a new one

Regards.

[Phuong Hoai Huynh]

Hello Mohamed

Can you go ahead and make sure the trigger information is set correct from the UCCX side.
There looks to be a mismatch between the CUCM and UCCX, should a sync ever be ran it could break the system due to updated configuration changes on CUCM isnt being reflected on the UCCX.

To correct this I would advise deleting trigger information from CUCM and then run the data resync again.

As for the calls failing can you look into the following:

Working Call:

Call arrives on the trigger and is redirected successfully to CTI Port: 11215

1194831: Dec 03 15:34:38.992 AST %MIVR-SS_TEL-7-UNK:Route Connection=[6624:BAH-PT-Phones:1/(P1-jtapi_1) GCID=(2,270036)->ACTIVE]->OFFERED, reason=1, Event= CallCtlConnOfferedEv 6624:BAH-PT-Phones:1, cause=100, metacode=129, isMaster=true

1194837: Dec 03 15:34:38.994 AST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=331,implId=270036/2,state=STATE_RECEIVED_IDX,inbound=true,App name=BNPP_CSD,task=null,session=null,seq num=-1,cn=6624,dn=6624,cgn=6397,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=6624,route=RP[num=6624],OrigProtocolCallRef=0000000000041ED4027F192400000000,DestProtocolCallRef=null,TP=null

1194840: Dec 03 15:34:38.995 AST %MIVR-SS_TEL-7-UNK:Route Connection: [6624:BAH-PT-Phones:1/(P1-jtapi_1) GCID=(2,270036)->ACTIVE]->OFFERED, CTI Port selected: TP[id=7,implId=11215,state=IN_USE]

Failed Call:

Here we can see the call arrives on trigger and redirects to CTI Port: 11221 and fails

1195131: Dec 03 15:34:42.266 AST %MIVR-SS_TEL-7-UNK:Route Connection=[6624:BAH-PT-Phones:1/(P1-jtapi_1) GCID=(2,270037)->ACTIVE]->OFFERED, reason=1, Event= CallCtlConnOfferedEv 6624:BAH-PT-Phones:1, cause=100, metacode=129, isMaster=true
1195135: Dec 03 15:34:42.267 AST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=332,implId=270037/2,state=STATE_RECEIVED_IDX,inbound=true,App name=BNPP_CSD,task=null,session=null,seq num=-1,cn=6624,dn=6624,cgn=6397,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=6624,route=RP[num=6624],OrigProtocolCallRef=0000000000041ED5027F192700000000,DestProtocolCallRef=null,TP=null
1195138: Dec 03 15:34:42.268 AST %MIVR-SS_TEL-7-UNK:Route Connection: [6624:BAH-PT-Phones:1/(P1-jtapi_1) GCID=(2,270037)->ACTIVE]->OFFERED, CTI Port selected: TP[id=8,implId=11221,state=IN_USE]
1195141: Dec 03 15:34:42.277 AST %MIVR-SS_TEL-3-ROUTE_FAILED:Route failed : All Call ids=JTAPICallContact[id=332,implId=270037/2,state=STATE_RECEIVED_IDX,inbound=true,App name=BNPP_CSD,task=null,session=41000000180,seq num=0,cn=6624,dn=6624,cgn=6397,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=6624,route=RP[num=6624],OrigProtocolCallRef=0000000000041ED5027F192700000000,DestProtocolCallRef=null,TP=null,List of Active Connections=[6624:BAH-PT-Phones:1/(P1-jtapi_1) GCID=(2,270037)->ACTIVE]->OFFERED,Extension=11221,Exception=com.cisco.jtapi.InvalidPartyExceptionImpl: Attempt to redirect to an unknown destination,Failure reason= call will be rejected, CTIERR_REDIRECT_CALL_UNKNOWN_DESTINATION=0x8ccc0034::Attempt to redirect to an unknown destination,Contact.Reject.reason=TRIGGER_FAIL,(SelectRouteTime,ObtainingIdleChannelTime,RedirectTime=2,1,9)

Recommendation is ensure the Route Point/CTI Ports are configured with the correct CSS/Partition on the UCCX.
Run the Datasync to make sure that configuration is pushed out to CUCM.

Regards

Hoai Huynh