Agent and customer start hearing UCCX recordings played over their conversation
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(New page: == Agent and customer start hearing UCCX recordings played over their conversation == {| border="1" |- ! '''Problem Summary''' | Customer is connected to an agent. Agent and customer star...) |
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! '''Release''' | ! '''Release''' | ||
| - | | Release 7.0(1) | + | | Release 7.0(1), 8.0(1) |
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! '''Associated CDETS #''' | ! '''Associated CDETS #''' | ||
Latest revision as of 11:03, 13 April 2010
Agent and customer start hearing UCCX recordings played over their conversation
| Problem Summary | Customer is connected to an agent. Agent and customer start hearing UCCX recordings played over their conversation |
|---|---|
| Error Message | A call comes into UCCX. From the same calling number we see another incoming call at the RP while the first call is still active within UCCX |
| Possible Cause | Issues in gateway/CUCM |
| Recommended Action |
To debug this issue, search for the calls coming in from a particular calling number. Look for "cgn=". If there is a second call from the same CGN while the first is still active then escalate to gateway/CUCM teams. 4245770: Oct 19 14:07:12.806 CDT %MIVR-SS_TEL-7-UNK:Call.accepted() JTAPICallContact[id=6880,implId=1171154/2,inbound=true,App name=35.Genie,task=null,session=133000006518,seq num=0,cn=555,dn=555,cgn=7603416989,a 4245825: Oct 19 14:07:13.009 CDT %MIVR-SS_RM-7-UNK:Processing msg: SessionActiveMsg (Rsrc:null ID:1171154/2 Type:IAQ) 4295795: Oct 19 14:16:37.925 CDT %MIVR-SS_RM-7-UNK:Processing msg: SessionAnsweredMsg (Rsrc:1171154/2 ID:agent030 Type:IAQ) 4298500: Oct 19 14:17:06.878 CDT %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=6988,implId=1171247/2,inbound=true,App name=35.Genie,task=null,session=null,seq num=-1,cn=555,dn=555,cgn=7603416989,ani=null 4299034: Oct 19 14:17:07.488 CDT %MIVR-SS_RM-7-UNK:Processing msg: SessionActiveMsg (Rsrc:null ID:1171247/2 Type:IAQ) Both the calls have same caller and both are terminated at about the same time 4306754: Oct 19 14:19:11.240 CDT %MIVR-SS_RM-7-UNK:Processing msg: SessionTerminatedMsg (Rsrc:1171154/2 ID:agent030 Type:IAQ Cause:DROPPED 4308142: Oct 19 14:19:28.677 CDT %MIVR-SS_RM-7-UNK:Processing msg: SessionTerminatedMsg (Rsrc:1171247/2 ID:null Type:IAQ Cause:INVALID |
| Release | Release 7.0(1), 8.0(1) |
| Associated CDETS # | None. |
