Unity Issue

[S N]

Hi Experts,

We have an issue here with unity 10.5.

The scenario is when some one call the queue ( UCCX 10.5 )and after the queue wait time exceeds the configured limit for example 2 minutes , then they will get an option to leave a message. It works fine.

But there is a scenario when 2 persons calling the queue and the wait time exceeds 2 minutes and both gets the same message to leave the voice mail , one person can get into the VM and the other person hears that system is experiencing difficulties.

This is a rare scenario but is there any configuration to this to make it work.

Thanks

Sathya

[HARIS_HUSSAIN]

What is the exact message you hear is it 

I'm sorry, we are currently experiencing system problems and are unable to process your call. Please try again later

This is UCCX Script throwing Exception, I believe there is some issue in transferring call to Unity Server. You need to check in the UCCX logs

Thanks

Haris

[S N]

These are the logs from a successful and failed call.

Line 13487: 20047780: Aug 18 12:30:49.337 EST %MIVR-LIB_EVENT-5-TOO_LONG_IN_QUEUE:Event queue time exceeded:
Event=com.cisco.call.CallEvent[CALL_TRANSFERRED,state=CALL_TRANSFERRED,destination=5088,departure type=REDIRECT,
task=AppTask[id=0x9502fabdd,time=1471487365925,state=ENDED,active=false,aborting=null,app=App[name=Service_Desk,type=Cisco
Script Application,id=8,desc=Service_Desk,enabled=true,max=60,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,
time=2016-08-15 15:52:00.0,recordId=192,desc=Service_Desk,name=Service_Desk,type=Cisco Script Application,id=8,enabled=true,
sessions=60,script=SCRIPT[Script_ServiceDesk.aef],defaultScript=,vars=[<com.cisco.prompt.Playable pWelcomeMessage>,<java.lang.String sCSQ>,
<com.cisco.prompt.Playable pPublicHoliday>,<java.lang.Integer iDelay1>,<java.lang.String sOutageMessageXMLFilename>,
<java.lang.String sEmergencyXMLFilename>,<com.cisco.prompt.Playable pOutageMessage>,<com.cisco.prompt.Playable pEmergency>,
<java.lang.String sMobileTransfer>,<java.lang.Stri...



Line 13602: 20047895: Aug 18 12:31:00.581 EST %MIVR-LIB_EVENT-5-TOO_LONG_IN_QUEUE:Event queue time exceeded:
Event=com.cisco.call.CallEvent[CALL_DISCONNECTED,state=CALL_DISCONNECTED,isRemote=true,task=AppTask[id=0x9502fabe1,
time=1471487408235,state=ABORTED,exception=com.cisco.contact.ContactInactiveException: Contact id: 5162,
Contact is inactive when getting channel,active=false,aborting=com.cisco.contact.ContactInactiveException:
Contact id: 5162, Contact is inactive when getting channel,app=App[name=Service_Desk,
type=Cisco Script Application,id=8,desc=Service_Desk,enabled=true,max=60,valid=true,
cfg=[ApplicationConfig[schema=ApplicationConfig,time=2016-08-15 15:52:00.0,recordId=192,
desc=Service_Desk,name=Service_Desk,type=Cisco Script Application,id=8,enabled=true,sessions=60,
script=SCRIPT[Script_ServiceDesk.aef],defaultScript=,vars=[<com.cisco.prompt.Playable pWelcomeMessage>,
<java.lang.String sCSQ>,<com.cisco.prompt.Playable pPublicHoliday>,<java.lang.Integer iDelay1>,<java.lang.String sOutageMessa...

Attached script snapshot or ref.

Thanks

Sathya

[Deepak Rawat]

Is it 100% reproducible. If yes, then recreate the issue and send the CCX Engine Logs from RTMT along with calling, called number and approximate time of call.

Regards

Deepak

[lbjr]

Hi Sathya

Hope all is well, just curious, did you ever get a resolution to this, as I maybe experiencing the same thing aka: UCCX hold  unhold-----Call Redirect to Unity--- Intermittently get an Exception error.

[S N]

Hi Ibjr,

Yes this is resolved. Fir some reason it was UCCX was giving exceptions ( as you said ) and I have added the 'on exception < with that particular exception >' command in the uccx which solved the issue.

You can see what exception it throws in MIVR logs.

Let me know if you need more details.

Thanks

Sathya