Calls are failing in IVR intermittently – Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls.

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- It could be that there are some network connectivity issues. Monitor the connectivity between IVR and PG and see if there is any drop in connectivity.  
- It could be that there are some network connectivity issues. Monitor the connectivity between IVR and PG and see if there is any drop in connectivity.  
         - It could be that IVR is using a duplicate IP address.  
         - It could be that IVR is using a duplicate IP address.  
-
 

Latest revision as of 12:12, 18 April 2010

Calls are failing in IVR intermittently

Problem Summary Calls are failing in IVR intermittently.
Error Message Some calls go through successfully and some fail intermittently and it may seem like the TCP connection is broken from the VRU PIM side at the time of the failed calls.
Possible Cause This could be because IVR is using duplicate IP address. Hence, the co

Check if there are following exceptions in the MIVR logs:


%MIVR-LIB_ICM-3-DECODING_ERROR:ICM Message decoding error: Exception=java.net.SocketTimeoutException: Read timed out


%MIVR-LIB_ICM-2-ICM_SESSION_LOST:ICM Session lost And the following errors in the VRU PIM logs :

pg1A-pim2 Error receiving data from VRU. Last API Error [10054]: An existing connection was forcibly closed by the remote host. pg1A-pim2 Trace: [ 1100]ThreadManager::ThreadLock - calling Lock()

In case of the above exceptions –

- It could be that there are some network connectivity issues. Monitor the connectivity between IVR and PG and see if there is any drop in connectivity. 

       - It could be that IVR is using a duplicate IP address.


Use the following CLI command to check if the IVR server has a duplicate IP - admin:show network eth0 det Ethernet 0 DHCP  : disabled Status  : up IP Address  : 10.78.91.58 IP Mask  : 255.255.255.000 Link Detected: yes Mode  : Auto enabled, Full, 1000 Mbits/s Duplicate IP : yes //indicates that there is a duplicate IP being used Queue Length : 1000 MTU  : 1500 MAC Address  : 00:22:64:88:b3:b8 RX stats: bytes  : 1549025914 packets : 38884849 errors : 0 dropped : 0 overrun : 0 mcast  : 865981 TX stats: bytes  : 489995331 packets : 29336862 errors : 0 dropped : 0 carrier : 0 colsns : 0 

    DNS Not configured. Gateway      : 10.78.91.1 on Ethernet 0
   If the Duplicate IP field is set to Yes as above, check if there are 2 servers that are connected to the same switch and using the same IP. Correct this and retry calls. 
   You may have to collect TCP packets to get more insight into the duplicate IPs being used. Use the following CLI command to capture the IP packets for a particular ethernet interface :

utils network capture eth0


Also, Tcp dump will have a message indicating that a duplicate IP is being used.

Recommended Action Remove the duplicate IP that is being used for IVR and reboot the system.
Release Release 8.0(1)
Associated CDETS # None.

Rating: 5.0/5 (1 vote cast)

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