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Beginner

VXML RINGTONE SERVICE Problem - Call is not routed to agents

We got below mentioned error in CVP Call Server logs for our calls. Due to this calls are not routed to agents.

Apart from our call flow, I need to know what is the cause and solution of this error.

Aborting XFER and disconnecting the caller code 488. RINGTONE SERVICE is not answering within 5000 millisecs, or the caller did not receive or accept the reinvite for ringtone media setup 

 

1646: 172.20.242.103: May 14 2014 11:50:07.701 +0300: %CVP_9_0_ICM-7-CALL:  {Thrd=pool-1-thread-69-ICM-561} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C, DLGID = 112 [IVR_LEG] - Processing ,, [MsgBus:CALL_STATE_EVENT],   ssId=SYS_IVR1,   eventId=DISCONNECT,   causeCode=NORMAL_COMPLETION,, LEGID = , DNIS = 9555210577, ANI = sip:543415568@172.20.242.103:5060 
1647: 172.20.242.103: May 14 2014 11:50:07.701 +0300: %CVP_9_0_ICM-7-CALL:  {Thrd=pool-1-thread-69-ICM-561} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C, DLGID = 112 [IVR_LEG] - Publishing ,, [ICM_EVENT_REPORT],   dialogueId=112,   sendSeqNo=2,   eventId=DISCONNECT,   causeCode=NORMAL_COMPLETION,, LEGID = , DNIS = 9555210577, ANI = sip:543415568@172.20.242.103:5060 
1648: 172.20.242.103: May 14 2014 11:50:07.701 +0300: %CVP_9_0_ICM-7-CALL:  {Thrd=pool-1-thread-69-ICM-561} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C, DLGID = 112 [IVR_LEG] - Deleted dialogue. Duration: 0 hrs, 0 mins, 0 secs, 109 msecs 
2017: 172.20.242.103: May 14 2014 11:50:07.717 +0300: %CVP_9_0_SIP-7-CALL:  {Thrd=DIALOG_CALLBACK.7} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D25F8E-DA6511E3-99A5DDDE-4246E36C - [INBOUND]: Reinvitation proceeding TRYING. 
2018: 172.20.242.103: May 14 2014 11:50:12.685 +0300: %CVP_9_0_SIP-7-CALL:  {Thrd=pool-1-thread-66-SIP-7351} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D25F8E-DA6511E3-99A5DDDE-4246E36C - [INBOUND]: Called ring leg: CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D1273EDA6511E3999FDDDE4246E36C-140005740768575 - [RING-OUT]: status code = 0: elapsed msecs = 5000 
2019: 172.20.242.103: May 14 2014 11:50:12.685 +0300: %CVP_9_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D25F8E-DA6511E3-99A5DDDE-4246E36C - [INBOUND]: Aborting XFER and disconnecting the caller code 488. RINGTONE SERVICE is not answering within 5000 millisecs, or the caller did not receive or accept the reinvite for ringtone media setup.  (current=1  max=226) [id:5004]
2020: 172.20.242.103: May 14 2014 11:50:12.685 +0300: %CVP_9_0_SIP-7-CALL:  {Thrd=pool-1-thread-74-SIP-7355} CALLGUID = 28D1273EDA6511E3999FDDDE4246E36C LEGID = 28D25F8E-DA6511E3-99A5DDDE-4246E36C - [INBOUND]: Waiting 2000 millisecs before terminating. 
69088: 172.20.242.103: May 14 2014 11:50:12.873 +0300: %CVP_9_0_RPT-7-handleFakeNewCall:  {Thrd=Thread-58} create fake New Call for >>HEADERS: (JMSType)=MsgBus:VXML_SCRIPT_DETAIL (JMSDestination)=Topic(CVP.VXMLSERVER.REPORT) (JMSTimestamp)=1400057412857 (ServerID)=cvp9lab2.SYS_VXML1:VXML:VXML1:cvp9lab2.MsgBus001 >>BODY: elementName=start elementid=1001871400057412857 timezone=Asia/Riyadh callguid=2BEF7F5ADA6511E399B0DDDE4246E36C localOffset=180 sessionname=172.20.242.103.1400057412842.21144.outbound ani=sip:172.20.243.187 howEventExited=1 sessionvars= sessionid=1001881400057412857 eventExitState=next uui=NA appName=outbound callStartDatetime=Wed May 14 11:50:12 AST 2014 elementTypeID=0 isNewCall=true vxmldatetime=Wed May 14 11:50:12 AST 2014 version=CVP_9_0 calltypeid=6 category=0 iidigits=NA dnis=sip:6688000@172.20.243.187:5060  >>STATE: isTabular=false isWriteable=false cursor=-1 
69089: 172.20.242.103: May 14 2014 11:50:12.873 +0300: %CVP_9_0_RPT-7-handleFakeNewCall :  {Thrd=Thread-58} 2BEF7F5ADA6511E399B0DDDE4246E36C onHold start time: Wed May 14 11:50:12 AST 2014 
12 REPLIES 12
Highlighted
Collaborator

is it happening to all the calls or few calls a day?

is this specific to particular gateway?

 

Regards

Chintan

Highlighted

We are using only one Gateway and it is happening for few calls randomly.

Highlighted

Ok.

Looks like Ringtone Service on Gateway is not responding to CVP request.

May be your Gateway is overloaded, if you are constantly facing this issue you should go for Cisco TAC case.

 

regards

Chintan

Highlighted

Did you ever get a resolution?

 

david

Highlighted

Yes,

It was firewall. I think CVP uses a range of ports to connect the call to the CM. Apparently not all the ports were open. I asked our FW team to open any-any between all CMs, CVP, ICM, VXML gateways and then it worked.

 

Highlighted
Beginner

We are installing Packaged CCE and we are facing a similar issue. A very small number of calls are routed to an agent. The router is not overloaded cause it is a new setup and the users are not on site yet. Usually the first several calls will get connected to an agent. After that the agent goes to Reserved state but the call doesn't come through. Same error message (RINGTONE SERVICE is not answering within 5000 millisecs). Let us know if you find the possible cause for this.

CM 8.6, CVP 9.0(1), ICM 9.0(4)

 

Highlighted

Hi,

//After that the agent goes to Reserved state but the call doesn't come through.//

 I don't have experience on PCCE , but UCCE perspective this looks to me more like ATR(Agent Targeting rule) or Device Target Issue. Ringtone service should not cause Calls to fail.

 

Can you please post log from CVP, for Particular call that faced this issue?

 

Regards

Chintan

 

 

Highlighted

Hi,

 I am attaching a CVP log for two calls which ended with this state. I will check the ATRs tomorrow but can't really understand why some calls gets connected and other do not. Also we noticed that the first 4 calls usually gets connected (we have 4 CVPs) and after that, for some time we get all the calls dropped (agent goes to reserved state and then the call drops).

 

Highlighted

Hi,

in the Logs, i see causeCode = CALLED_PARTY_DISCONNECTED

which means caller hang up. 

can you reproduce this issue? do you see any constant pattern? (e.g particular CVP, DNIS range or specific VG having this issue)

i am trying to figure out if it is some configuration issue

 

regards

Chintan

Highlighted

Hi,

 It may happen on any of the four CVPs. The DNIS range is N/A cause I am testing from one caller phone to one agent phone all the time. Could that be something with the firewall? Are there any incremental port numbers that change on CVP for example? I have noticed that after waiting for some time I can make 4 calls successfully and then the next are getting dropped. Eventually some calls are passing through.

Very weird.

 

Highlighted

Hi All,

I am facing the same issues when using secondary CVP.

 

call flow : CUCM - CVP- ICM- CVP ( static label) -CUSP- VXML GW -CVP-CUSP-CUCM-Phone.

 

Primary CVP routing is fine. between side-A to side-B  we have firewall.Please check and let me know the reason and how to fix.

 

%CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = A290C68000010000000012281610960A LEGID = a290c680-b301b84a-1dde6a-1610960a - [INBOUND]: Aborting XFER and disconnecting the caller code 488. RINGTONE SERVICE is not answering within 5000 millisecs, or the caller did not receive or accept the reinvite for ringtone media setup.  (current=1  max=287) [id:5004]

3700: 10.151.13.31: Jun 25 2018 12:40:01.707 +0300:

%CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = A290C68000010000000012281610960A LEGID = a290c680-b301b84a-1dde6a-1610960a - [INBOUND] - ABNORMALLY ENDING - SIP code [488], Reason Hdr [SIP;cause=488] Not Acceptable Here, GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS [8004], ANI [41147] with AGE (msecs) 39719 and Call History :

8123456789690|-1;28055|1; [id:5004]

3709: 10.151.13.31: Jun 25 2018 12:40:01.754 +0300:

%CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = A290C68000010000000012281610960A LEGID = a290c680-b301b84a-1dde6a-1610960a - [INBOUND]: Refer failed with 404 - Not Found. May be a problem with Routing Configuration or Gateway Dial-Peer. [id:5004]

3717: 10.151.13.31: Jun 25 2018 12:40:03.770 +0300:

%CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = A290C68000010000000012281610960A LEGID = a290c680-b301b84a-1dde6a-1610960a - [INBOUND] - ABNORMALLY ENDING - SIP code [38], Reason Hdr [Q.850;cause=38] Q850 Reason [38 - Network out of order, typically a TCL script abnormal disconnect.], GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS [8004], ANI [41147] with AGE (msecs) 41782 and Call History : 8123456789690|-1;28055|1; [id:5004]

3750: 10.151.13.31: Jun 25 2018 12:51:59.432 +0300:

%CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 489100800001000000000C431510960A LEGID = 48910080-b301bb0e-194e05-1510960a - [INBOUND]: Aborting XFER and disconnecting the caller code 488. RINGTONE SERVICE is not answering within 5000 millisecs, or the caller did not receive or accept the reinvite for ringtone media setup.  (current=1  max=287) [id:5004]

3754: 10.151.13.31: Jun 25 2018 12:52:01.432 +0300:

%CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 489100800001000000000C431510960A LEGID = 48910080-b301bb0e-194e05-1510960a - [INBOUND] - ABNORMALLY ENDING - SIP code [488], Reason Hdr [SIP;cause=488] Not Acceptable Here, GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS [8004], ANI [41147] with AGE (msecs) 50923 and Call History :

8123456789691|-1;28055|1; [id:5004]

3763: 10.151.13.31: Jun 25 2018 12:52:01.463 +0300:

%CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 489100800001000000000C431510960A LEGID = 48910080-b301bb0e-194e05-1510960a - [INBOUND]: Refer failed with 404 - Not Found. May be a problem with Routing Configuration or Gateway Dial-Peer. [id:5004]

3771: 10.151.13.31: Jun 25 2018 12:52:03.479 +0300:

%CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = 489100800001000000000C431510960A LEGID = 48910080-b301bb0e-194e05-1510960a - [INBOUND] - ABNORMALLY ENDING - SIP code [38], Reason Hdr [Q.850;cause=38] Q850 Reason [38 - Network out of order, typically a TCL script abnormal disconnect.], GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS [8004], ANI [41147] with AGE (msecs) 52970 and Call History : 8123456789691|-1;28055|1; [id:5004]

Highlighted

Hi,  

 

Check the SIP PROXY

 

We had the same problem and found that sip proxy was with high processing causing the failures to invite. The message we saw in the logs CVP, it´s below.

 

RINGTONE SERVICE is not answering within 5000 millisecs, or the caller did not receive or accept the reinvite for ringtone media setup.  (current=1  max=287) [id:5004]

 

Cisco TAC request for us to restart  CUSP because the equipament  was up 3 years without restart.

 When we did the cycle, we found another failure on the hard disk crashed.