Whisper Announcement & Agent Greeting is not working .

[Ramamoorthy Shanmugam]

Dear Team,

 I am not able to hear Whisper announcement and Agent greetings .  but when I am checking the logs its showing whisper announcement is success . I have attached all the logs please check let me know the reason .

Calls coming from CIPC – CUCM ( Route Pattern ) - CVP-ICM –  ßICM –CVP-GW-CUCM – CIPC .

Agent ID : 58001 , Login EXT : 10001  , ANI : 48001 , DNIS : 7001 .

Also I am not able to route the call from CUCM ( Route pattern ) to GW .

[Chintan Gajjar]

can you please attach CVP logs?

[Ramamoorthy Shanmugam]

Hi Chintan,

 Thanks , I have attached cvp call server log.

[Chintan Gajjar]

whisper announcement is successful. Agent should hear the announcement.

[Ramamoorthy Shanmugam]

Hi chintan,

 I am getting error in Router error log viewer : NO default label available for dialed number : PlayAgentGreeting.

 I have created Network VRU label  for CUCM : 3333333333 , and for  CVP : 8123456789

Created pattern from CUCM – 3333333333.! To Voice gateway

From voice gateway I have voip dial-peer sending to (3333T ) – CUSP

dial-peer voice 8889 voip

 description <<DIAL_PEER_FOR_CVP-Temporary>>

 translation-profile incoming block

 destination-pattern 33333T

 session protocol sipv2

 session target dns:cusp.telecom.moi.gov.qa

 dtmf-relay rtp-nte h245-signal h245-alphanumeric

 codec g711ulaw

 no vad

dial-peer voice 812345 voip

 description <<DIAL_PEER_FOR_SERVICE_BOOTSTRAP_FOR_CVP_1>>

 translation-profile incoming block

 service bootstrap

 incoming called-number 8123456789T

 voice-class sip rel1xx disable

 dtmf-relay rtp-nte h245-signal h245-alphanumeric

 codec g711ulaw

 no vad

From CUSP I have route  - 33333 sending to CVP call server group . 

Router log I am getting below error :

11:04:49:833 ra-rtr Trace: (65559 x 10 : 0 0) TransferToVRU: Label=3333333333, CorID=10, VRUID=5000, RCID=5000

11:05:09:547 ra-rtr No default label available for dialed number: PlayAgentGreeting (ID: 5020).

11:05:09:548 ra-rtr Trace: (65559 x 10 : 0 0) No default label available for dialed number: PlayAgentGreeting (ID: 5020). 

11:05:09:548 ra-rtr Trace: (65559 x 10 : 0 0) Deleting Dialog.

Please let me know , I am missing anything .

[Chintan Gajjar]

you might be missing many things.

please share agent PG logs and CVP logs

[Ramamoorthy Shanmugam]

I have created 3 Routing script . 1. Incoming script 2. Agent Play script  3. Agent Record script 

1. mine Call flow : CUCM(IPPHONE)--CUCM(Route Pattern)--ING/VXMLGateway -CVP -- ICM --CVP --ING/VXML Gateway--CVP--ICM -- CVP--CUC--IP Phone

1.         incoming Script : DN : 7xxx , Routing client : CVP , CT : Agent _Greeting  , Script :  Attached the routing script .

Calls is coming and I can hear the  whisper announcement ,but  not able to hear the Agent Greetings .but node is passing and call went to agent.

2.       Play Agent Script: : DN : PlayAgentGreeting ,  Routing client : CUCM , CT : PlayAgentGreeting, DN :Script : Attached  the routing script .

I have placed one recorded A- law .wav file to c:\inetpub\wwwroot\en-us\app\ag_gr. File name 58001_1  (58001 - Agent ID )

As per the guide I have changed  call studio audio path to c:\inetpub\wwwroot\en-us\app\ag_gr

Call is hitting but it went to AgentGreeting wrong node .

3.      Play Agent Script: : DN : RecordAgentGreeting,  Routing client : CUCM , CT : RecordAgentGreeting, DN :Script : below is the routing script .

I have enabled IIS and FTP on  CVP call media server . in finesse phone book I have created one DN : 77777 – routing client is CUCM . CT : RecordAgentGreeting .

I make agent to not ready state and dial 77777 – now the call is going  but it is failing in  Press 1-9 run ext node wrong node.

 I have  created sip trunk from CUCM to CVP, GW .

Created pattern for 7xxx sending to GW trunk .

Inbound flow is working fine for helloword and Micro app . Agent greeting is failing . Pease check and let me know the solution . since I am getting proper document from cisco site.

Really appreciate your help.

[Ramamoorthy Shanmugam]

Hi chintan,

I have attached CVP and CUCM PIM  logs . Now call is failing in Play Agent greeting script Sent to VRU wrong node. Please check and let me know the reason .

I can see the error in CUCM PIM log : due to start media failure.
08:14:24:728 PG1A-pim1 Trace: CSTA Call Agent Greeting, RecvFailureConfMsg: SENT TO OPC.

[Chintan Gajjar]

Looks the Send To VRU is failing in the greeting script, have you enabled BIB on agents phone for greetings to play?

[Ramamoorthy Shanmugam]

Yes , your correct . call is failing at VRU node x node . I have followed cisco guide but it was not succeed .

BIB already enabled and  recording .wav file format also A-law .

[Ramamoorthy Shanmugam]

Hi Chintan,

I am able to record the Agent Greetings and same has been heard successfully .

But I cannot play the Agent greetings  , When I am making calls I am not able to hear Agent Greetings . I am getting below error .

702: 10.151.13.31: Jun 09 2016 09:52:02.200 +0300: %CVP_11_0_IVR-3-CALL_ERROR:  CALLGUID=A84F1700000100000000012D1410960A DNIS=81234567897 Media Fetch Error for URL=http://10.151.13.31/en-us/app/ag_gr/6998_1.wav (Client: 10.150.253.76) [id:3023]

703: 10.151.13.31: Jun 09 2016 09:52:02.200 +0300: %CVP_11_0_IVR-3-CALL_ERROR:  RunScript Error from 10.150.253.76 [MEDIA_FILE_NOT_FOUND(9)] CALLGUID: A84F1700000100000000012D1410960A DNIS=81234567897 {VRUScriptName: 'PM,-a' ConfigParam: 'N'} [id:3023]

4908: 10.151.13.31: Jun 09 2016 09:52:02.216 +0300: %CVP_11_0_SIP-3-SIP_CALL_ERROR:  CALLGUID = A84F1700000100000000012D1410960A LEGID = a84f1700-7591120f-341d8-1410960a - [INBOUND] - DIALOGUE_FAILURE from ICM Router sends 404 rejection to call. errorcode=15 [id:5004]

4909: 10.151.13.31: Jun 09 2016 09:52:02.216 +0300: %CVP_11_0_SIP-3-SIP_ERROR_SNMP:  Agent Greeting Failed. CALLGUID = A84F1700000100000000012D1410960A LEGID = a84f1700-7591120f-341d8-1410960a - [INBOUND] - ABNORMALLY ENDING - SIP code [404], Reason Hdr [SIP;cause=404] Not Found, GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS [33333333336], ANI [28051] with AGE (msecs) 2829 and Call History : 81234567897|-1; [id:5010]

Also I have Two CVP call /VXML /Media server . Always Recording files is storing only Primary Media server . It Is not replicating to Second Media server .

Please help me to solve this issues .

Ramamoorthy .S

[Ramamoorthy Shanmugam]

For time begin , I have copied Recorded greetings .wav file to another server . Now I am getting the below error .

Jun 09 2016 10:50:05.495 +0300: %CVP_11_0_SIP-3-SIP_CALL_ERROR:  Agent Greeting disconnected via UCM instead of CCE playback script: CALLGUID = C28CF30000010000000001331410960A LEGID = c28cf300-75911fa7-342fc-1410960a - [INBOUND] DURATION (msecs) = 5610 - DIALOG TERMINATED. null [id:5004]

[Chintan Gajjar]

can you share the full CVP log file to look further?

[Ramamoorthy Shanmugam]

Hi Chintan,

  Please find attached CVP call server logs . still i am getting the same error .

[Chintan Gajjar]

the messaging looks normal, except when CVP tries do re-invite for the greeting leg things get baffled. there is a bug CSCuz82553 which matches your issue.

is this production system?

322: 10.151.13.31: Jun 09 2016 12:25:08.360 +0300: %CVP_11_0_SIP-7-CALL:  {Thrd=pool-1-thread-141-SIP-91} CALLGUID = FD495800000100000000015C1410960A LEGID = FD495800000100000000015C1410960A-14654643020625 - [OUTBOUND]: com.dynamicsoft.DsLibs.DsSipDialog.DsSipDialogException: error sending ack   
323: 10.151.13.31: Jun 09 2016 12:25:08.360 +0300: %CVP_11_0_SIP-7-CALL:  {Thrd=pool-1-thread-141-SIP-91} CALLGUID = FD495800000100000000015C1410960A LEGID = FD495800000100000000015C1410960A-14654643020625 - [OUTBOUND]: updater  SipUtils.sendAckOnInvite:   
324: 10.151.13.31: Jun 09 2016 12:25:08.360 +0300: %CVP_11_0_SIP-7-CALL:  {Thrd=pool-1-thread-141-SIP-91} CALLGUID = FD495800000100000000015C1410960A LEGID = 77C27DEE-2D5511E6-83C9CCA5-75CA75A9 - [INBOUND]: Reinivite had SDP offer so not Sending SDP in ack.  
328: 10.151.13.31: Jun 09 2016 12:25:12.267 +0300: %CVP_11_0_SIP-3-SIP_CALL_ERROR:  Agent Greeting disconnected via UCM instead of CCE playback script: CALLGUID = 6ED4D680000100000000015D1410960A LEGID = 6ed4d680-759134ea-344f9-1410960a - [INBOUND] DURATION (msecs) = 4001 - DIALOG TERMINATED. null [id:5004]