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Cisco Remote Gateway not playing audio file

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Cisco Remote Gateway not playing audio file
Answer
10/29/12 2:48 AM
I have a problem in our site. CVP some times not playing the audio file from remote gateway. Then what happen caller doesn't get ivr prompts  and default routing is happening. Is there any tool or any method available to see the remote gateway has the file to be played by CVP script? or even ICM script micro app. Thanks in advance.
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RE: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General
Answer
10/29/12 12:07 PM as a reply to Vivek Vadivel.
What do you see in CVP logs ? Does it give a badfetch 404 ? Is it happening for the same audio file or is it random ? I sit happening at start of the app or anywhere randomly ? You may need to adjust the timeout settings on the gateway.
Hemal

From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: Sunday, October 28, 2012 9:44 PM
To: cdicuser@developer.cisco.com
Subject: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General Discussion - All Versions: Cisco Remote Gateway not playing audio file

Vivek Vadivel has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- I have a problem in our site. CVP some times not playing the audio file from remote gateway. Then what happen caller doesn't get ivr prompts and default route happens.
Is there any tool or any method available to see the remote gateway has the file to be played by CVP script? or even ICM script micro app.
Thanks in advance.
--
To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/8109046 or simply reply to this email.
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RE: Cisco Remote Gateway not playing audio file
Answer
10/31/12 1:52 AM as a reply to Hemal Mehta.
yes, I do see badfetch. 19.106.73.121.1351311106573.943.GSDR8_MAIN,10/27/2012 00:11:58.635,valid cds menu,enter, zzzzzz.1351311106573.943.GSDR8_MAIN,10/27/2012 00:11:58.635,valid cds menu,interaction,audio_group,initial_audio_group zzzzzz.1351311106573.943.GSDR8_MAIN,10/27/2012 00:11:58.651,valid cds menu,element,error,error.badfetch Is there any tool available to check the gateway files?
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Re: New Message from Vivek Vadivel in Customer Voice Portal (CVP) - General
Answer
10/29/12 7:17 PM as a reply to Vivek Vadivel.
error.badfetch is usually a timeout, not a missing audio file. Do you happen to know what the setting on the gateway is for 'http client response timeout' and 'http client connection timeout'? You could try making it longer on the gateway or in the application. In the application go to Project / Properties / Call Studio /Root Doc settings. And configure the VoiceXML Property name:fetchtimeout value:8s (or any number of seconds followed by the 's'). You can check you IIS logs on the media server. C:/Windows/System32/Logfiles/W3SVC1/ - you will see each URI requested by the gateway and the response code. 404 means an audio was requested but not found. You can execute this on the gateway 'show http client cache' to see the audio files that are in the gateway cache. You can execute this on the gateway to view the http errors in real time 'term mon' and then 'debug http client error'
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RE: Cisco Remote Gateway not playing audio file
Answer
10/29/12 7:36 PM as a reply to Vivek Vadivel.
Well I have seen similar things however it happens to say 10 calls out of 20000, so it almost .0005% of the calls which is not much.  First of all  what are your timeout settings are correct on the gateway  which includes http client connection and http client response.  On the studio I set my fetchtimeout to 12s.  If it happens consistently then it's a different issue and can be resolved much faster,  However if it random and happens to a very small percentage of calls, then it is tricky to debug.
The tool may not be so much relevant as the file is there, but for some reason gateway is experiencing some issue and CVP gets a timeout as the file cannot be fetched.  This is assuming it is happening only randomly.  One other thing is make a note of the time when it happens and look at gateway CPU utilization at that point.  If there is spike around that time, it could be tied to it.  The trick is that if you want to debug a small percentage of calls which happen randomly we have to set debugs on the gateway.  It is very difficult to keep the gateway debugs on in prod for extended time.   You may need to start with tuning your timeout settings and see what happens.
Hemal
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RE: Cisco Remote Gateway not playing audio file
Answer
10/31/12 1:53 AM as a reply to Hemal Mehta.
Our media server/cvp vxml server disk space got full and then the problem started. cvp vxml app shows: zzzzzzzzzzz.1351311106573.943.GSDR8_MAIN,10/27/2012 00:11:58.635,valid cds menu,enter, zzzzzzzzzzz.1351311106573.943.GSDR8_MAIN,10/27/2012 00:11:58.635,valid cds menu,interaction,audio_group,initial_audio_group zzzzzzzzzzz.1351311106573.943.GSDR8_MAIN,10/27/2012 00:11:58.651,valid cds menu,element,error,error.badfetch but one of the audio element prior to "valid cds menu" element had a bad audio file on media server due to disk space was full. After I replaced with a good file then the error gone. Question I have is why CVP log file did not report the correct element had problem file? also in this situation Is there any tool available to check the GW file without login to GW? I am a script developer don't have access to all the GWs. Therefore I thought if we had a too would be helpful. Thanks for your answers.
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RE: Cisco Remote Gateway not playing audio file
Answer
10/29/12 8:16 PM as a reply to Vivek Vadivel.
In that case the issue is right there, its easy to fix.
 I am not aware of any desktop or online tool that will check the gateway explicitly.  However you can easily detect the issue just looking at the logs and can makeout whether there is a possible file issue at the gateway or not.
Also when you run out of disk space don’t expect CVP to give you the issue at the exact audio or element, the problem  may manifest elsewhere and show up as something different.  The running of your entire app is in jeopardy.  Anyways, you should never be running out of disk space.  I never allow my system to go beyond 90%. 
Hemal
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Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - General D
Answer
10/29/12 9:04 PM as a reply to Hemal Mehta.
Note - Studio "Audio" elements will never report an error.badfetch or
error.badfetch.http. Only elements that collect caller input report
these errors. This is true even if the error is actually caused by the
Audio element's missing audio file. The reason for this comes right from
the VXML Specification - it is because the gateway doesn't play the
audio to completion for an Audio element (only for elements that collect
caller input) before returning to VxmlServer. This is to speed the
system along. There's no way to change this behavior for Studio. Note
that ICM Microapps are different, they do play to completion.
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RE: Re: New Message from Hemal Mehta in Customer Voice Portal (CVP) - Gener
Answer
10/29/12 9:12 PM as a reply to Janine Graves.
It makes sense Janine.
Thank you all...
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