RE: Voice element FORM collect caller input with repeat values

RE: CCB CallbackWait is disconnected after few rounds finished

2012-07-05T08:26:22Z

Dear Paul, Highly appreciated about your response . I have simulated this with our test numbers and all the time callers were not busy. I need to understand the exact time of this disconnection happened so changed the wait time to 15 sec. in Long Wait node for testing . Also changed the application session timeout from 180 sec. to 1800 sec. . But issue still persist. Regards, Pradeep.

CCB CallbackWait is disconnected after few rounds finished

2012-07-03T12:26:28Z

Dear All, We are using courtesy callback feature with CVP 8.5 comprehensive including ICM 8.5. CCB feature is working as per the accepted when the EWT less than 600 seconds. If it is exceeded, loop in CallbackWait is disconnected after few rounds finished. Currently we configured wait time as 60 seconds in “Long Wait” component. Please help us to solve this issue . Required activity and debug log for single call are attached here. Regards, Pradeep.

Courtesy Call Back Reports

2012-06-06T16:41:14Z

Dear All, We are using Courtesy Call Back feature in CVP comprehensive mode including ICM 8.5 and CVP 8.5. We need to generate following reports in daily basis. It seems we can’t generate those from Courtesy CallBack Tables due to the lack of information. Please explain us to any possibilities to archive this. • Count of calls which were offered the Virtual call back & the customer opted for the same • Count of calls which were offered the Virtual call back but the customer preferred to wait in queue • Count of calls which did not receive the call back due to high traffic • Count of customers who rejected the virtual call back when the time came for them to receive the call back • Average time taken for all the Virtual call back calls (end of the day) • CISCO Agent id of the CSR who answered the call when the Virtual Call back was executed Regards, Pradeep.

Queuing according to the Rank

2012-05-08T09:53:49Z

Dear All, We are using CVP comprehensive with CVP 8.5 and ICM 8.5. We want to queue our customers according to their rank from the database (ranked from 1 to 1000 and around 500K records). scenerio: Currently we have 120 PRI channels and allocated as follows . <----30----><---------60-----------><------30------> GREEN YELLOW RED customers are ranked from 1 to 1000. Green--> talking to agents Yellow--> in the Queue Red--> only previledge customers should be accepted We want to block the callers after Yellow line that means after 90 calls in the system (agent + queue) the calls should be accepted only for some specific ranks. that is achievable through scripting. Now we need to implement following scenerio, We have customers with different ranks calling and the queue has customer with rank 10, 50 and 100.....900 till all the channels(Yellow) are occupied. now, if a caller with rank 20 ,then the system should check the callers in the queue according to their rank and then place the caller with rank 20 between 10 and 50 and drop the guy with rank 900 which is last in the queue. similarly if the caller with rank 1 calls in then it should be placed before all the guys and should be answered before any other caller. Is it any possibilities to accomplish this scenario by queue calls from CVP side. Regards, Pradeep.

RE: Debug Form element using CVP Studio in-built debugger

2012-04-14T20:42:21Z

I have applied “builtin:dtmf/digits” as DTMF Grammar and now It is working fine and recognized DTMF inputs . Regards, Pradeep.

Debug Form element using CVP Studio in-built debugger

2012-04-14T18:46:51Z

Dear all, Is it any opportunity to use CVP Studio in-built debugger for testing Form element? I have tried to enter the number through emulated dial-pad but every time recognized as “no match“. Please find the attached screenshot for more information. Regards, Pradeep.

RE: Migrate CVP applications from CVP3.1 to CVP 8.5

2012-03-19T20:12:00Z

Many thanks Geoffrey and Hemal . I already started to rewrite those using Studio 8.5 and hope it will help to prevent any issues in future. [b]Regard, Pradeep.[/b]

RE: Migrate CVP applications from CVP3.1 to CVP 8.5

2012-03-19T06:51:24Z

[b]Highly appreciated about all of your valued replies.[/b] Actually we don’t have CVP Studio projects for few IVRs which are currently deployed in CVP VXML 3.1. What I did, simply copied deployed application to new VXML 8.5 and deployed application by using the script. Application started Successfully without any errors and I noticed new settings.xml file under “data\application”. I did complete test for all branches in IVR and everything work fine without issue. Anyway I thought to build those again with CVP Studio 8.5 because as per "[b]Hemal Mehta[/b]" post, to avoid any issues or side effects and officially CISCO doesn’t allow it. Regards, [b]Pradeep[/b]

Migrate CVP applications from CVP3.1 to CVP 8.5

2012-03-12T11:04:09Z

Dear All, Currently we have two CVP comprehensive environments as below. 1. CVP 3.1 / ICM 7.1 2. CVP 8.5 / ICM 8.5 - SIP We want to migrate all CVP applications from CVP3.1 to CVP 8.5. We don’t have Call Studio projects for few of those applications and need to know any possibilities to get application work by coping deployed application from CVP 3.1 to CVP 8.5 instead of import it to Cisco Unified Call Studio 8.5 and then deployed it to CVP 8.5. Any help highly appreciated.

Random call disconnection

2012-03-10T14:43:48Z

Dear All, We are using CVP 8.5, comprehensive call mode with ICM-8.5. We have IVR application to make bill payment by using credit cards. We have observed random call disconnection ( around 20% of total) while entering credit card number and received how-end as “hang-up”. VRU timeout set to 600s and application session timeout set to 1800s. 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,newcall, 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,ani,44662213 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,areacode,NA 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,exchange,NA 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,dnis,8888 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,uui,NA 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,iidigits,NA 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,parameter,callid=0671DCC469E811E19C10001563B8F918 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,parameter,billingParam=B_1000102647_428.92_0_483.42 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,parameter,_dnis=8888 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,parameter,lang=AR 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,parameter,DNIS=8888MEDIUM 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,parameter,CallerID=44662213 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,,start,parameter,_ani=44662213 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.250,CVP Subdialog Start,enter, 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,CVP Subdialog Start,exit,done 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,CommonAction,enter, 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,CommonAction,exit,done 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,PaymentTypeDecision,enter, 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,PaymentTypeDecision,exit,balance 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,IsValidDuePayAmount,enter, 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,IsValidDuePayAmount,exit,pay 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,EnterCreditCardNumber,enter, 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:45.296,EnterCreditCardNumber,interaction,audio_group,initial_audio_group 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:58.375,EnterCreditCardNumber,exit, 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:58.437,,end,how,hangup 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:58.437,,end,result,normal 172.25.7.164.1331384625250.7395.PAY,03/10/2012 16:03:58.437,,end,duration,13 call server log and application debug log are attached herewith for more information. Any help highly appreciated.

RE: Call disconnecting - Q.850 cause 101 and 102

2012-03-05T10:00:15Z

Dear Geoffrey, Please check whether you can read below text. Note:- Call-Server and Activity logs are attached here in the last post. We are running CVP 8.5 in production and facing call disconnecting while entering the data to form element. In call server log, we found Q.850 cause 101 WRONG_CALL_STATE and Q.850 cause 102 RECOVERY_ON_TIMER_EXPIRE.

Call disconnecting - Q.850 cause 101 and 102

2012-03-04T19:30:02Z

Dear All, We are running CVP 8.5 in production and facing call disconnecting while entering the data to form element. In call server log, we found Q.850 cause 101 WRONG_CALL_STATE and Q.850 cause 102 RECOVERY_ON_TIMER_EXPIRE. Any help much appreciate. Note:- Call-Server and Activity logs are attached herewith more information

CVP Courtesy Callback - badfeatch error in Validate_02 element

2012-02-02T14:39:34Z

We have recived badfeatch error in CCB Validate_02 element . CVP and CallServer logs as follow. Complete CallServer log for this call also attached here with. [u][b]CVP Log[/b][/u] Validate_02,enter, Validate_02,custom,Callback_Validate,ELEMENT_ENTRY Validate_02,element,[color=#ff0000]error,error.badfetch [/color] Validate_02,exit, Return to ICM on Error,enter, Return to ICM on Error,element,warning,A substitution representing Session data named "CallbackType" referred to non-existent information. An empty string was substituted instead. [u][b]CallServer Log[/b][/u] %CVP_8_5_IVR-3-CALL_ERROR: CALLGUID=90B21BAF4CD411E1891800070E5896E8 DNIS=80012345675632 CVP VXML Server encountered a No Session error - URL: http://172.25.7.164:7000/CVP/en-us/../Server?application=CallbackQueue&_userCourtesyCallbackEnabled=0&CallbackType=&qname=billing&ccError=true&callid=90B21BAF4CD411E1891800070E5896E8&queueapp=BillingQueue&_ccbServlet=http://172.25.7.163:8000/cvp/CallbackServlet&_dnis=8812&qtime=Thu Feb 02 15:59:41 GMT+03:00 2012&_ccbServletReqTimeout=10&_ani=44251192 (Client: 172.25.22.103) [id:3023] %CVP_8_5_IVR-3-CALL_ERROR: RunScript Error from 172.25.22.103 [CVP_NO_SESSION_ERROR(44)] CALLGUID: 90B21BAF4CD411E1891800070E5896E8 DNIS=80012345675632 {VRUScriptName: 'GS,Server,V,interrupt' ConfigParam: ''} [id:3023] Any help is appreciated.

CVP 8.5 - Call Server error

2012-01-26T13:51:39Z

We have received an error in Call Server while return the call from CVP to ICM. 1273235: 172.25.7.165: Jan 26 2012 07:02:34.902 +0300: %CVP_8_5_SIP-3-SIP_CALL_ERROR: CALLGUID = 08D53938470911E1AE6F0013803E9078 LEGID = 8D67188-470911E1-B25FF576-491E6132 - [INBOUND] - ABNORMALLY ENDING - SIP code [200], 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 [8882], ANI [97455596984] with AGE (msecs) 17813 and Call History : 800123456722365|-1; [id:5004] Any help is appreciated

CVP Courtesy Callback error in probing the CCB parameter

2012-01-24T20:26:39Z

We are trying to implement Courtesy Callback feature with CVP 8.5. We have followed the all steps as per the instruction guide. But received error while probing the CCB parameter in Validate_01 element and takes the error exit. CallbackEntry,01/24/2012 21:17:38.623,Validate_01,enter, CallbackEntry,01/24/2012 21:17:38.623,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY CallbackEntry,01/24/2012 21:17:38.639,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY CallbackEntry,01/24/2012 21:17:38.639,Validate_01,[color=#ff0000]element,warning,addXmlBody - Error returned from probe[/color] CallbackEntry,01/24/2012 21:17:38.639,Validate_01,exit,error Any advice greatly appreciated. -Pradeep.

RE: Detect how hang up (Origin or Destination)

2011-12-25T22:32:00Z

Did you try to check with your CCM - CallDetailRecord table . Just check destCause_value or orgCause_value equals to 16 and means disconnect by that side.

RE: CVP 8.5 , OutOfMemoryError: PermGen space

2011-12-25T22:13:48Z

Joe, appreciate about your reply . I have tried to increase PermGen heap size by adding the "set JAVA_OPTS=-XX:PermSize=128m -XX:MaxPermSize=256M -Xms1024M -Xmx1024m -server" in to setenv.bat . However, it not solved the problem. Then I have updated the JVM registry value for VXMLServer with above values. After the restart service no more "java.lang.OutOfMemoryError: PermGen space" and solved the problem. But my doubt is why it failed to load setenv.bat values to registry and is it recommend to change registry value manually. Regards, Pradeep

CVP 8.5 , OutOfMemoryError: PermGen space

2011-12-22T23:22:21Z

Dear All, We have around 30 self-services in current production CVP 3.1, and we are planning to migrate to CVP8.5, which is running on EXSi (Windows server 2003 ( 32 bits),Intel Xeon 2.67GHz with 8 GM memory ). However, we are receiving an out of memory error ("The root cause was: java.lang.OutOfMemoryError: PermGen space") while we deploying 6 -7 applications out of 30. Same issue happened in CVP3.1. and we overcame that by increasing the JVM by editing the catalina.bat with following. set JAVA_OPTS=-server -XX:NewSize=16m -XX:MaxNewSize=16m -Xms1536m -Xmx2048m -XX:MaxPermSize=512m. However, we did the same to CVP 8.5 and still issue not solved. here I have attached the open heap dump snap for more information

RE: Voice element FORM collect caller input with repeat values

2011-04-07T11:04:59Z

Dear Janine, You are correct. It seems to a gateway issue . Here I have enabled Wireshark trace in CVP side and I can see some responses from voice gateway with repeated user input. Regards, Pradeep.

RE: Voice element FORM collect caller input with repeat values

2011-04-06T19:24:52Z

Dear Janine, Highly, appreciate about your quick explanation. Here we are using following scenario to collect user input and validate it. 1. First we collect user input by using Form element and initialize internal counter as ¿1¿ 2. Then move to one decision element and check the input value through custom java API. 3. If it is success then move to one menu element. 4. If it is failed then ask the user to enter input again and increase the internal counter and if the counter equals to 3 ( Maximim three attempts ) then play message and drop the call. Issue is, user entered input correctly but Form element stores it with additional values. example: user entered 55840852 but Form element store it as 5555840852. Application working fine for Landline users and issue occurred randomly only for some mobile users. Regards, Pradeep.