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Call Dequeue Step sometimes does not dequeue the call

2011-08-01T10:19:40Z

Srib: /* Call Dequeue Step sometimes does not dequeue the call */

== Call Dequeue Step sometimes does not dequeue the call ==

{| border="1"
|-
! '''Problem Summary'''
| Call Dequeue Step sometimes does not dequeue the call . Dequeued calls are allocated to resources.
|-
! '''Error Message'''
| 190314: Jun 02 11:23:26.754 CDT %MIVR-ENG-7-UNK:Execute step of Task 27000000626 : Select Resource (--Triggering Contact-- from "Phone Support")

190327: Jun 02 11:23:26.754 CDT %MIVR-STEP_ICD-7-UNK:Task:27000000626 SelectResourceStep: Queue selected, returning QUEUED branch

190338: Jun 02 11:23:26.754 CDT %MIVR-ENG-7-UNK:Execute step of Task 27000000626 : Dequeue (--Triggering Contact-- from "Phone Support")

190339: Jun 02 11:23:26.754 CDT %MIVR-ENG-7-UNK:Execute step of Task 27000000627 : InsertContactFIFO

//Dequeue step is executing while the call is still being queued

190340: Jun 02 11:23:26.754 CDT %MIVR-STEP_ICD-7-UNK:Task:27000000626 DequeueStep: Executing DequeueStep

190341: Jun 02 11:23:26.754 CDT %MIVR-STEP_ICD-7-UNK:Task:27000000627 Executing InsertContactFIFOStep

190343: Jun 02 11:23:26.754 CDT %MIVR-SS_CM-7-UNK:RmCm contact 17291888[514672/1] (509) .setIaqState(QUEUED_WAITING) from NOT_IN_QUEUE

190344: Jun 02 11:23:26.754 CDT %MIVR-STEP_ICD-7-UNK:Task:27000000626 DequeueStep: Dequeued CSQID: 3

|-
! '''Possible Cause'''
| The dequeue does not take effect because of the timing of execution of Select Resource Step and the Dequeue Step. The call is still being queued when the dequeue step executes and so dequeue step execution cannot post the necessary events to dequeue the call and the call ends up remaining queued.
.
|-
! '''Recommended Action'''
|
Introduce a very small delay before the Dequeue step or use DequeueAll Step in place of the Dequeue step
|-
! '''Release'''
| 7.0(1), 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Call Dequeue Step sometimes does not dequeue the call

2011-08-01T10:18:52Z

Srib: New page: == Call Dequeue Step sometimes does not dequeue the call == {| border="1" |- ! '''Problem Summary''' | Call Dequeue Step sometimes does not dequeue the call . Dequeued calls are allocate...

== Call Dequeue Step sometimes does not dequeue the call ==

{| border="1"
|-
! '''Problem Summary'''
| Call Dequeue Step sometimes does not dequeue the call . Dequeued calls are allocated to resources.
|-
! '''Error Message'''
| 190314: Jun 02 11:23:26.754 CDT %MIVR-ENG-7-UNK:Execute step of Task 27000000626 : Select Resource (--Triggering Contact-- from "Phone Support")
190327: Jun 02 11:23:26.754 CDT %MIVR-STEP_ICD-7-UNK:Task:27000000626 SelectResourceStep: Queue selected, returning QUEUED branch
190338: Jun 02 11:23:26.754 CDT %MIVR-ENG-7-UNK:Execute step of Task 27000000626 : Dequeue (--Triggering Contact-- from "Phone Support")
190339: Jun 02 11:23:26.754 CDT %MIVR-ENG-7-UNK:Execute step of Task 27000000627 : InsertContactFIFO
//Dequeue step is executing while the call is still being queued
190340: Jun 02 11:23:26.754 CDT %MIVR-STEP_ICD-7-UNK:Task:27000000626 DequeueStep: Executing DequeueStep
190341: Jun 02 11:23:26.754 CDT %MIVR-STEP_ICD-7-UNK:Task:27000000627 Executing InsertContactFIFOStep
190343: Jun 02 11:23:26.754 CDT %MIVR-SS_CM-7-UNK:RmCm contact 17291888[514672/1] (509) .setIaqState(QUEUED_WAITING) from NOT_IN_QUEUE
190344: Jun 02 11:23:26.754 CDT %MIVR-STEP_ICD-7-UNK:Task:27000000626 DequeueStep: Dequeued CSQID: 3

|-
! '''Possible Cause'''
| The dequeue does not take effect because of the timing of execution of Select Resource Step and the Dequeue Step. The call is still being queued when the dequeue step executes and so dequeue step execution cannot post the necessary events to dequeue the call and the call ends up remaining queued.
.
|-
! '''Recommended Action'''
|
Introduce a very small delay before the Dequeue step or use DequeueAll Step in place of the Dequeue step
|-
! '''Release'''
| 7.0(1), 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Troubleshooting Tips for Unified CCX 8.0

2011-08-01T10:09:50Z

Srib: /* Scripting Issue */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[Hardware not supported]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]

= Backup and Restore =

= Windows to Linux Upgrade =
* [[Desktop Agent Config backup operation failed using PUT]]
* [[Backup operation failed while backing up Config/Database/Recordings using PUT]]
* [[Pre-Upgrade Tool backup operation is not supported]]
* [[CVD communication failed during backup using PUT]]
* [[Could not find the Engine/DB master node during backup using PUT]]
* [[Database size is not supported during backup using PUT]]
* [[CCX Node is not reachable during backup using PUT]]
* [[Not all the recording files are backed up during backup using PUT]]
* [[Power failure during restore operation of Windows to Linux upgrade]]
* [[Failure during restore operation of Windows to Linux upgrade]]
* [[FTP/SFTP path not accessible during data restore]]
* [[Restore operation fails due to mismatch in deployment type]]
* [[Restore operation fails due to mismatch in license package]]
* [[Invalid backup TAR file used during restore on Unified CCX 8.0(1)]]
* [[Not enough space to stage backup file on Unified CCX 8.0(1) during restore]]
* [[Component activation failed during restore on Unified CCX 8.0(1)]]
* [[Activating the node as Publisher failed during restore on Unified CCX 8.0(1)]]
* [[Database manager is not IN_SERVICE during restore on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of configuration data on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of DB data on Unified CCX 8.0(1)]]
* [[Node 2 CTI ports removal failed during restore]]
* [[Recordings not getting played after upgrade]]
* [[Deletion of Node 2 JTAPI user from CUCM fails during restore]]
* [[The VRU connection port for ICM Subsystem fails to migrate during restore of IP-IVR system]]
* [[Problem occurred during backing up of restore logs]]
* [[PUT backup fails during Desktop Agent Config backup operation]]

= Linux to Linux Upgrade =
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]

= Cisco Unified Communications Manager Telephony Subsystem =

=== First few things to check ===
* Is the subsystem in full service? If not refer to section for [[#Telephony Subsystem Out Of Service or Partial Service Issues]] below
* Also cross check JTAPI Client and Data sync. Refer to [[JTAPI Client and data resynchronization]]

=== Tracing ===
* [[Turning on SS_TEL]]
* [[Turning on Unified CCX Telephony Client traces]]
* [[Turning on UCM CCM and CTI SDI and SDL traces]]

=== Telephony Subsystem Out Of Service or Partial Service Issues ===
* [[Trigger partition change causes JTAPI subsystem to go to Partial Service]]
* [[Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY]]
* [[Standard CTI Enabled role for JTAPI user]]
* [[UCM Telephony SS Out Of Service - Unable to create provider]]
* [[UCM Telephony SS Out Of Service - DB_ACCESS_ERROR]]
* [[UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point]]
* [[Trigger Configuration Error]]
* [[Missing AddrInService events]]
* [[UCM Telephony SS in partial service after fall back to Node1]]
* [[UCM Telephony SS in partial service on a node]]
* [[JTAPI Client and data resynchronization]]
* [[JTAPI provider goes out of service]]
* [[Issues in JTAPI Port Recovery]]

=== Callflow guides ===
* [[Guide to reading MIVR logs for Telephony Issues - IVR Call Flow]]
* [[Guide to reading MIVR logs for Telephony Issues - ICD Call Flow]]

=== Identifying Issues in Call Flow ===
* [[Possible Issues in an ICD call flow]]
* Call is rejected as soon as it is received by Unified CCX
** [[REMOTE_TIMEOUT - No idle channels]]
* Call is not offered on the CTI Port
** [[TRIGGER_FAIL]]
** [[TRIGGER_MAX_SESSION]]
** [[Configuration issues]]
* Call is rejected after it is offered on the CTI Port
** [[SETUP_TIMEOUT]]
** [[SETUP_FAIL]]
* Issues invoking Application Task
** [[Null or Default Application Task]]
** [[ApplicationMaxSessionsException]]
** [[Invalid Script]]
* [[Media Setup Failure]]
* [[Codec Mismatch between Caller and CTI Port]]
* [[Call fails with CallCtlConnFailed event]]
* [[JTAPI Exception during redirect, accept, answer, transfer request]]
* [[Consult call fails with RESOURCE_BUSY]]
* Consult Call is not answered at agent extension
** [[RESOURCE_NOT_ACKNOWLEDGING]]
** [[RESOURCE_FORWARDING]]
* [[Could not meet post conditions of call.transfer]]
* [[Transfer does not receive CiscoTransferEndEv]]
* [[Multiple transfer failures]]
* [[Transfer success is false]]

===Other tips===
* [[Call aborted due to WFMaxExecutedStepsExceededException]]
* [[Common Cause Codes and Meta Codes in JTAPI]]
* [[Troubleshooting JTAPI CCN Exceptions]]
* [[Codec support issues]]
* [[Commonly used regular expressions]]
* [[How to escalate an issue to IPCBU JTAPI team]]
* http://developer.cisco.com/web/jtapi/docs

= Cisco Unified CCX Media subsystem =
=== Tracing ===
* [[Turning on Unified CCX Media Traces]]
* [[Turning on IPVMS Traces]]
===General Media Issue===
* [[Media subsystem is stuck in initializing state]]

= Cisco Unified Communications Manager Automated Attendant =

= Cisco Unified Communications Manager Express =
* [[Enabling CME Tracing]]
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]
* [[Unified CCX stops working after Unified CME is rebuilt after crash]]
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
* [[Creation of Outbound trigger DN on UCCX fails]]

= Cisco Unified IPIVR/ICM =

=== First few things to check ===
* Is the ICM subsystem in full service in the IVR box? If not refer to section for [[#ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ]] below.

* Verify whether the license uploaded on the system is for IVR.

* [[ Logs to be enabled for IVR issues ]]

* After the above mentioned logs are enabled, search the MIVR logs for any Exceptions- "exception" or errors. The following exceptions seen in MIVR logs can be ignored as they are benign in nature:

435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:
listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
java.lang.IllegalStateException: already cleared
435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared

Based on the exceptions, Isolate the issues into the following -

=== JTAPI issues ===

Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Cisco_Unified_Communications_Manager_Telephony_Subsystem Cisco Unified Communications Manager Telephony Subsystem] section and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway ]]

* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE ]]

=== Call Flow Issues ===

* [[ Calls are failing in IVR and user hears busy tone for these calls ]]

* [[IVR sends wrong values to ICM for the call variables ]]

* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR ]]

* [[Intermittent Translation Route to VRU failure ]]

* [[ Call reserves an agent although caller hanged in IPIVR ]]

* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery ]]

=== Set up Issues ===

* [[ Calls are failing in IVR intermittently â€“ 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 ]]

* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR ]]

* [[ What versions of IP IVR are supported for UCCE 8.0 ]]

=== Other Tips ===

* [[ CAD services visible in CLI 'utils service list' command ]]

* Many services in Deactivated state. Refer to [[ CAD services visible in CLI 'utils service list' command ]]

= Cisco Unified CCX Administration =

* [[Error in IE (Class doesn't support Automation) ]]
* [[User Authentication error during CUCM configuration ]]
* [[HTTP 403 or security protocols error ]]
* [[Add to cluster repeats in a loop ]]
* [[Object error during component activation ]]
* [[Components in deactivated state ]]
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]

= Cisco Unified CCX Editor =
*[[Script porting issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Issues with loading custom code]]
*[[Issues with installing on windows vista and windows 7]]

= Cisco Unified CCX Engine =
* [[Application subsystem is in partial service]]
* [[Changes to applications do not register]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[An error message plays when calling a CTI route point]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[ How to debug OutOfMemoryError ]]
* [[ How to analyze heap dumps ]]
* [[ How to debug the root cause for high CPU usage ]]

= Cisco Unified CCX ICD =

=== Required Tracing ===
* [[Log_Levels_for_issues_related_to_Routing_and_Queuing]]
=== RmCm is OOS OR in Partial Service ===
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem stuck in INITIALIZING state]]

=== RmCm Configurations issues ===
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[Some resource selection criteria are missing]]

=== Agent Issues ===

* [[Unable to login Unified CCX Agent ]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent toggles between Reserved and Ready state]]
* [[Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's]]
* [[Agent stuck in Reserved state]]
* [[Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs]]
* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]
* [[Issues related to Agents Using Shared Lines]]

=== Call Issues ===
* [[Calls are not routed to agents]]
* [[Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]
* [[CSD shows oldest in queue as 1(00:00:00)]]

=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]
* [[Call Dequeue Step sometimes does not dequeue the call]]

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

=== Call Flow Guides ===
* [[Guide to read MIVR logs for a simple ICD call]]

= Cisco Unified CCX Real-Time Reporting =
* [[RTR in SelectJoin, DirectTransfer, JoinAcrossLines, DirectTransferAcrossLines Scenarios]]

= Cisco Unified CCX Historical Reporting =
* [[Pre-Requisites]]
* [[Required Log levels]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]

= Cisco Unified CCX Historical Reporting Client [HRC]=
* [[Required Log levels For HRC]]
* [[Required Log levels For HRC Scheduler]]
* [[Error when launching HRC on Windows 7]]
* [[HRC login fails with a communication error message]]
* [[A Database Connection Error 5051 error appears in HRC 8.0 or 8.5]]
* [[Unable to export Scheduled Report to mapped drive.]]
* [[Charts do not appear on report]]
* [[Charts do not appear properly in MS Excel format]]
* [[Column headings are misplaced in MS Excel(Data Only) format]]
* [[Agent names overwritten on charts]]
* [["Access Denied" error while printing from HRC]]
* [["Could not start print job" error while printing from HRC]]
* [[Login/Connection issues of Historical Reports Client over a non-Cisco VPN]]

= Automatic Speech Recognition =
=== Tracing ===
* [[Turning on Unified CCX Automatic Speech Recognition Traces]]
===General ASR Issues===
* [[How To Bring MRCP ASR Provider To InService State]]
* [[Nuance 9.0 not working with Unified CCX]]
* [[How to integrate MRCP ASR-TTS with Unified CCX]]
* [[Assure ASR-TTS ports/resources are freed up after the application finishes]]
* [[UnsupportedGrammarException with Cisco Media i.e Default Dialog group]]
* [[Built in Grammar minlength and maxlength with Default or Cisco Media Group for DTMF inputs]]
* [[How to allow both DTMF and Speech Recognition together]]
* [[The Names are not recognized]]
* [[MRCP ASR Subsystem Status is out of service]]
* [[MRCP ASR Providers, MRCP Servers, or Groups Changes like additions, or deletions to do not take effect]]

= Outbound =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

= Text-To-Speech =
=== Tracing ===
* [[Turning on Unified CCX Text To Speech traces]]
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[MRCP TTS subsystem shows out of service status]]
* [[MRCP TTS Providers, MRCP Servers, locales, or genders changes like additions, or deletions to do not take effect]]

= Serviceability =
* Real-Time Monitoring Tool (RTMT)
** [[Troubleshooting RTMT Installation Errors]]
** [[Not able to install different RTMT clients on the same box]]
** [[Unable to Log in to Cisco Unified Real-Time Monitoring Tool]]
** [[Unable to Collect data for the second node from RTMT when the Primary Node is down]]
** [[Troubleshooting DiskSpace and Partition related alerts]]
** [[Collecting logs for troubleshooting RTMT Alerts]]
** [[Configuring RTMT Trace Settings]]
*SNMP
** [[Log Collection for SNMP Voice SubAgent issues]]
** [[Unable to receive Unified CCX SNMP Traps]]
** [[SNMP operations on the Voice MIB not fetching any output]]
** [[Troubleshooting Alarms/Alerts to be sent as SNMP Traps]]
* Log Profile 
** [[Debugging issues]]
** [[Known issues]]

= Serviceability (Analysis Manager) =
* [[I don't see the Analysis Manager Drawer or Menu items]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[My Test Connectivity for Unified CCX Node is Failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]

= VXML =
=== Tracing ===
* [[Turning on Unified CCX VXML traces]]
=== General VXML Issues ===
* [[How to use JavaScript greater than, less than and ampersand symbols in vxml var expr declaration]]
* [[Voice Browser Not able to fetch files with dynamic file extensions]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]

= High Availability and Failover =

* [[RCA for Engine failover]]

= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]

= Cisco Unified CCX CLI =
* [[UCCX CLI log collection]]
* [[Analyzing UCCX CLI logs]]
* [[Cannot login to CLI]]
* [[Enabling root account from CLI]]
* [[Checking UCCX version using CLI]]
* [[Checking if the current node is a VOS publisher]]
* [[Checking configured UCCX license using CLI]]
* [[Checking & updating JTAPI Client using CLI]]
* [[Updating the UCM IP address in UCCX from CLI]]
* [[Checking trace level settings from UCCX CLI]]
* [[Setting trace level settings from UCCX CLI]]
* [[Running DB query from UCCX CLI]]

= Cisco Unified CCX Security =
* [[CSA]]
* [[IPTables (firewall)]]
* [[Engine]]

= Cisco Unified CCX IP Address/Hostname change =
* [[IP Hostname change Log Collection]]
* [[Analyzing CCX IP/Hostname change log ]]
* [[Identify Cluster Issues after IP/Hostname change]]

= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]

= Cisco Unified CCX CET =
* [[DB config objects not showing in CET]]
* [[CET tool exits with CetTool.bat not found error]]
* [[Enabling remote user account through CLI]]
* [[Troubleshooting and Log collection]]

= Cisco Unified CCX Licensing =
* [[Invalid License MAC address error at time of License Upload]]
* [[Need License MAC before system install to reduce time delay]]
* [[New Licenses required (License Rehosting)]]
* [[Using Demo licenses]]
* [[Warning: System running on grace period message on admin login]]
* [[Error: Grace period expired on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Removing temporary, demo or invalid license files]]

Call redirected from one RP to the other causes agent to get stuck in RESERVED

2011-05-13T17:01:25Z

Srib: New page: == Call redirected from one RP to the other causes agent to get stuck in RESERVED == {| border="1" |- ! '''Problem Summary''' | A call is redirected from one script to the other script wh...

== Call redirected from one RP to the other causes agent to get stuck in RESERVED ==

{| border="1"
|-
! '''Problem Summary'''
| A call is redirected from one script to the other script where it is queued. When an agent is allocated to this call and the agent goes reserved, the consult call is offered to the agent. At about this time, the SessionRedirectedMsg for the redirect comes in and due to this ICD thinks that the call to the agent was redirected and the agent is moved from reserved to available.
|-
! '''Error Message'''
| 89731917: Mar 14 16:29:03.921 PST %MIVR-SS_RM-7-UNK:Processing msg: SessionActiveMsg (Rsrc:null ID:1502029/2 Type:IAQ)
89734003: Mar 14 16:29:33.073 PST %MIVR-ENG-7-UNK:Execute step of Task 28000121588 : Operator: Call Redirect (--Triggering Contact-- to sOperator_Ext) 89734128: Mar 14 16:29:33.657 PST %MIVR-SS_RM-7-UNK:Processing msg: SessionActiveMsg (Rsrc:null ID:1502029/2 Type:IAQ)
89734425: Mar 14 16:29:37.903 PST %MIVR-ENG-7-UNK:Execute step of Task 28000121595 : Select Resource (--Triggering Contact-- from sQueue_Selected)
89734439: Mar 14 16:29:37.903 PST %MIVR-SS_RM-7-UNK:Rsrc: usyvfi New State:RESERVED Old State:AVAILABLE Reason code:0
89734541: Mar 14 16:29:38.096 PST %MIVR-SS_CM-7-UNK:ICDContactAdapter 88133 : ContactTerminated received for App FW contact 24599, iefSourceContact is 35056461 [1502029/2] (60059)
89734428: Mar 14 16:29:37.903 PST %MIVR-SS_RM-7-UNK:Processing msg: AllocateRsrcMsg (ESD:9 Contact ID:24604 CallID:1502029/2)
89734542: Mar 14 16:29:38.096 PST %MIVR-SS_RM-7-UNK:Processing msg: SessionRedirectedMsg, contact ID:1502029/2
89734573: Mar 14 16:29:38.096 PST %MIVR-SS_RM-7-UNK:Rsrc: usyvfi New State:AVAILABLE Old State:RESERVED Reason code:0
89735420: Mar 14 16:29:54.694 PST %MIVR-SS_RM-7-UNK:Processing msg: AllocateRsrcMsg (ESD:9 Contact ID:24604 CallID:1502029/2)
89735431: Mar 14 16:29:54.695 PST %MIVR-SS_RM-7-UNK:Rsrc: usyvfi New State:RESERVED Old State:AVAILABLE Reason code:0

|-
! '''Possible Cause'''
| The SessionRedirectedMsg for the redirect comes in 5 seconds after the redirect request from Redirect Step. If the agent is in RESERVED state at that point in time, such issues can happen.
|-
! '''Recommended Action'''
|
Use SetContactInfo step to mark the call as handled in the successful branch of the Redirect step whenever the call is getting redirected from one script to another. This will eliminate the delay in posting the SessionRedirectedMsg
|-
! '''Release'''
| 7.0(1), 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Troubleshooting Tips for Unified CCX 8.0

2011-05-13T16:47:07Z

Srib: /* Scripting Issue */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[Hardware not supported]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]
* [[8.x installation states the platform is Vmware, though it is not a Vmware]]
* [[Installation fails to create RAID on MCS-7825-I4-CCX1 servers]]

= Backup and Restore =
* [[FAILED : Cisco Unified CCX agent desktop configuration data migration]]
* [[ DRF: In the Backup Device page add-new button is grayed out]]

= Windows to Linux Upgrade =
* [[Desktop Agent Config backup operation failed using PUT]]
* [[Backup operation failed while backing up Config/Database/Recordings using PUT]]
* [[Pre-Upgrade Tool backup operation is not supported]]
* [[CVD communication failed during backup using PUT]]
* [[Could not find the Engine/DB master node during backup using PUT]]
* [[Database size is not supported during backup using PUT]]
* [[CCX Node is not reachable during backup using PUT]]
* [[Not all the recording files are backed up during backup using PUT]]
* [[Power failure during restore operation of Windows to Linux upgrade]]
* [[Failure during restore operation of Windows to Linux upgrade]]
* [[FTP/SFTP path not accessible during data restore]]
* [[Restore operation fails due to mismatch in deployment type]]
* [[Restore operation fails due to mismatch in license package]]
* [[Invalid backup TAR file used during restore on Unified CCX 8.0(1)]]
* [[Not enough space to stage backup file on Unified CCX 8.0(1) during restore]]
* [[Component activation failed during restore on Unified CCX 8.0(1)]]
* [[Activating the node as Publisher failed during restore on Unified CCX 8.0(1)]]
* [[Database manager is not IN_SERVICE during restore on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of configuration data on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of DB data on Unified CCX 8.0(1)]]
* [[Node 2 CTI ports removal failed during restore]]
* [[Recordings not getting played after upgrade]]
* [[Deletion of Node 2 JTAPI user from CUCM fails during restore]]
* [[The VRU connection port for ICM Subsystem fails to migrate during restore of IP-IVR system]]
* [[Problem occurred during backing up of restore logs]]
* [[PUT backup fails during Desktop Agent Config backup operation]]

= Linux to Linux Upgrade =
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]

= Cisco Unified Communications Manager Telephony Subsystem =

=== First few things to check ===
* Is the subsystem in full service? If not refer to section for [[#Telephony Subsystem Out Of Service or Partial Service Issues]] below
* Also cross check JTAPI Client and Data sync. Refer to [[JTAPI Client and data resynchronization]]

=== Tracing ===
* [[Turning on SS_TEL]]
* [[Turning on Unified CCX Telephony Client traces]]
* [[Turning on UCM CCM and CTI SDI and SDL traces]]

=== Telephony Subsystem Out Of Service or Partial Service Issues ===
* [[Trigger partition change causes JTAPI subsystem to go to Partial Service]]
* [[Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY]]
* [[Standard CTI Enabled role for JTAPI user]]
* [[UCM Telephony SS Out Of Service - Unable to create provider]]
* [[UCM Telephony SS Out Of Service - DB_ACCESS_ERROR]]
* [[UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point]]
* [[Trigger Configuration Error]]
* [[Missing AddrInService events]]
* [[UCM Telephony SS in partial service after fall back to Node1]]
* [[UCM Telephony SS in partial service on a node]]
* [[JTAPI Client and data resynchronization]]
* [[JTAPI provider goes out of service]]
* [[Issues in JTAPI Port Recovery]]

=== Callflow guides ===
* [[Guide to reading MIVR logs for Telephony Issues - IVR Call Flow]]
* [[Guide to reading MIVR logs for Telephony Issues - ICD Call Flow]]

=== Identifying Issues in Call Flow ===
* [[Possible Issues in an ICD call flow]]
* Call is rejected as soon as it is received by Unified CCX
** [[REMOTE_TIMEOUT - No idle channels]]
* Call is not offered on the CTI Port
** [[TRIGGER_FAIL]]
** [[TRIGGER_MAX_SESSION]]
** [[Configuration issues]]
* Call is rejected after it is offered on the CTI Port
** [[SETUP_TIMEOUT]]
** [[SETUP_FAIL]]
* Issues invoking Application Task
** [[Null or Default Application Task]]
** [[ApplicationMaxSessionsException]]
** [[Invalid Script]]
* [[Media Setup Failure]]
* [[Codec Mismatch between Caller and CTI Port]]
* [[Call fails with CallCtlConnFailed event]]
* [[JTAPI Exception during redirect, accept, answer, transfer request]]
* [[Consult call fails with RESOURCE_BUSY]]
* Consult Call is not answered at agent extension
** [[RESOURCE_NOT_ACKNOWLEDGING]]
** [[RESOURCE_FORWARDING]]
* [[Could not meet post conditions of call.transfer]]
* [[Transfer does not receive CiscoTransferEndEv]]
* [[Multiple transfer failures]]
* [[Transfer success is false]]

===Other tips===
* [[Call aborted due to WFMaxExecutedStepsExceededException]]
* [[Common Cause Codes and Meta Codes in JTAPI]]
* [[Troubleshooting JTAPI CCN Exceptions]]
* [[Codec support issues]]
* [[Commonly used regular expressions]]
* [[How to escalate an issue to IPCBU JTAPI team]]
* http://developer.cisco.com/web/jtapi/docs

= Cisco Unified CCX Media subsystem =
=== Tracing ===
* [[Turning on Unified CCX Media Traces]]
* [[Turning on IPVMS Traces]]
===General Media Issue===
* [[Media subsystem is stuck in initializing state]]

= Cisco Unified Communications Manager Automated Attendant =

= Cisco Unified Communications Manager Express =
* [[Enabling CME Tracing]]
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]
* [[Unified CCX stops working after Unified CME is rebuilt after crash]]
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
* [[Creation of Outbound trigger DN on UCCX fails]]

= Cisco Unified IPIVR/ICM =

=== First few things to check ===
* Is the ICM subsystem in full service in the IVR box? If not refer to section for [[#ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG]] below.

* Verify whether the license uploaded on the system is for IVR.

* [[ Logs to be enabled for IVR issues ]]

* After the above mentioned logs are enabled, search the MIVR logs for any Exceptions- "exception" or errors. The following exceptions seen in MIVR logs can be ignored as they are benign in nature:

435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:
listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
java.lang.IllegalStateException: already cleared
435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared

"ICM subsystem in IVR receives call control events such as call cleared, call transferred etc from ICM as well as JTAPI (call manager). Hence, in some cases, this results in race conditions where ICM susbsystem processes the event coming from JTAPI and immediately receives another event for the same call control operation from ICM. In such cases, the second request fails because the event is already processed by IVR and hence we see DISPATCH_FAILURE exceptions in the logs, which are purely benign.

In normal scenarios, ICM susbsystem(in IVR) notifies the ICM that the call is cleared as soon as it processes the event from JTAPI, in which case ICM does not send another call cleared request to IVR. However, in some cases it may so happen that ICM and JTAPI send this event almost at the same time due to which we see DISPATCH_FAILURE exceptions in the logs as explained above. These exceptions can be ignored as they do not result in any failures in the system."

Based on the exceptions, Isolate the issues into the following -

=== JTAPI issues ===

Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [[#Cisco Unified Communications Manager Telephony Subsystem]] and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway. ]]

* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]

=== Call Flow Issues ===

* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]

* [[IVR sends wrong values to ICM for the call variables.]]

* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]

* [[Intermittent Translation Route to VRU failure.]]

* [[ Call reserves an agent although caller hanged in IPIVR. ]]

* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]

=== Set up Issues ===

* [[ 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. ]]

* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]

* [[ What versions of IP IVR are supported for UCCE 8.0? ]]

* [[JTAPI OOS on one of the nodes in HA over WAN deployment ]]

=== Other Tips ===

* http://wwwin-eng.cisco.com/Eng/CCBU/CRA/Training/UCCX_8_0_IVR-ICM_Integration.pptx

* http://wwwin-eng.cisco.com/Eng/CCBU/ICM/Components/PG/PIMs/VRU/GED125.doc

* [[ CAD services visible in CLI 'utils service list' command ]]

* Many services in Deactivated state. Refer to [[ CAD services visible in CLI 'utils service list' command ]]

= Cisco Unified CCX Administration =
* [[Error in IE (Class doesn't support Automation) ]]
* [[User Authentication error during CUCM configuration ]]
* [[HTTP 403 or security protocols error ]]
* [[Add to cluster repeats in a loop ]]
* [[Object error during component activation ]]
* [[Components in deactivated state ]]
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]
* [[Component activation failed during cluster setup ]]
* [[JTAPI Trace Level settings not getting saved ]]
* [[Add to cluster failed with message "Failed to reset system account password". ]]

= Cisco Unified CCX Database =

== General ==

== Replication ==

*[[Reset and Repair - what is the difference]]

= Cisco Unified CCX Editor =
*[[Script porting issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Issues with installing on windows vista and windows 7]]

= Cisco Unified CCX Engine =
* [[Application subsystem is in partial service]]
* [[Changes to applications do not register]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[An error message plays when calling a CTI route point]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[ How to debug OutOfMemoryError ]]
* [[ How to analyze heap dumps ]]
* [[ How to debug the root cause for high CPU usage ]]

= Cisco Unified CCX ICD =

=== Required Tracing ===
* [[Log_Levels_for_issues_related_to_Routing_and_Queuing]]
=== RmCm is OOS OR in Partial Service ===
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem stuck in INITIALIZING state]]

=== RmCm Configurations issues ===
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[Some resource selection criteria are missing]]

=== Agent Issues ===

* [[Unified CCX agent is unable to log in]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent toggles between Reserved and Ready state]]
* [[Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's]]
* [[Agent stuck in Reserved state]]
* [[Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs]]
* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]
* [[CSD shows oldest in queue as 1(00:00:00)]]

=== Call Issues ===
* [[Calls are not routed to agents]]
* [[Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]

=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]
* [[Call redirected from one RP to the other causes agent to get stuck in RESERVED]]

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

=== Call Flow Guides ===
* [[Guide to read MIVR logs for a simple ICD call]]

= Cisco Unified CCX Real-Time Reporting =
* [[RTR in SelectJoin, DirectTransfer, JoinAcrossLines, DirectTransferAcrossLines Scenarios]]

= Cisco Unified CCX Historical Reporting =
* [[Pre-Requisites]]
* [[Required Log levels]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Differences among Various Cisco Unified CCX reports]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[some of the HR reports do not show complete data for the entire reporting period or gives no data error]]
* [[Missing Login/Logout states OR exceedingly long logged in time]]

= Cisco Unified CCX Historical Reporting Client [HRC]=
* [[Required Log levels For HRC]]
* [[Required Log levels For HRC Scheduler]]
* [[Unable to export Scheduled Report to mapped drive.]]
* [[HRC crashes with invalid TLV record error.]]
* [[HRC does not show reports for the specified data range.]]
* [[Error: "Could not start print job" while Printing from HRC]]
* [[Error: "Access Denied" while Printing from HRC]]

= Automatic Speech Recognition =
=== Tracing ===
* [[Turning on Unified CCX Automatic Speech Recognition Traces]]
===General ASR Issues===
* [[How To Bring MRCP ASR Provider To InService State]]
* [[Nuance 9.0 not working with Unified CCX]]
* [[How to integrate MRCP ASR-TTS with Unified CCX]]
* [[Assure ASR-TTS ports/resources are freed up after the application finishes]]
* [[UnsupportedGrammarException with Cisco Media i.e Default Dialog group]]
* [[Built in Grammar minlength and maxlength with Default or Cisco Media Group for DTMF inputs]]
* [[How to allow both DTMF and Speech Recognition together]]
* [[The Names are not recognized]]
* [[MRCP ASR Subsystem Status is out of service]]
* [[MRCP ASR Providers, MRCP Servers, or Groups Changes like additions, or deletions to do not take effect]]

= Outbound =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

= Text-To-Speech =
=== Tracing ===
* [[Turning on Unified CCX Text To Speech traces]]
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[How To Bring MRCP TTS Provider To InService State ]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[MRCP TTS subsystem shows out of service status]]
* [[MRCP TTS Providers, MRCP Servers, locales, or genders changes like additions, or deletions to do not take effect]]

= Serviceability =
* Real-Time Monitoring Tool (RTMT)
** [[Troubleshooting RTMT Installation Errors]]
** [[Not able to install different RTMT clients on the same box]]
** [[Unable to Log in to Cisco Unified Real-Time Monitoring Tool]]
** [[Unable to Collect data for the second node from RTMT when the Primary Node is down]]
** [[Troubleshooting DiskSpace and Partition related alerts]]
** [[Collecting logs for troubleshooting RTMT Alerts]]
** [[Configuring RTMT Trace Settings]]
*SNMP
** [[Log Collection for SNMP Voice SubAgent issues]]
** [[Unable to receive Unified CCX SNMP Traps]]
** [[SNMP operations on the Voice MIB not fetching any output]]
** [[Troubleshooting Alarms/Alerts to be sent as SNMP Traps]]
* Log Profile 
** [[Debugging issues]]
** [[Known issues]]

= Serviceability (Analysis Manager) =
* [[I don't see the Analysis Manager Drawer or Menu items]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[My ‘Test Connectivity’ for Unified CCX node is failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]

= Cisco Unified CCX Internationalization =

= VXML =
=== Tracing ===
* [[Turning on Unified CCX VXML traces]]
=== General VXML Issues ===
* [[How to use JavaScript greater than, less than and ampersand symbols in vxml var expr declaration]]
* [[Voice Browser Not able to fetch files with dynamic file extensions]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

* [[RCA for Engine failover]]
* [[Engine and CAD failover taking long time]]

= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]

= CDP =

= Cisco Unified CCX CLI =
* [[UCCX CLI log collection]]
* [[Analyzing UCCX CLI logs]]
* [[Cannot login to CLI]]
* [[Enabling root account from CLI]]
* [[Checking UCCX version using CLI]]
* [[Checking if the current node is a VOS publisher]]
* [[Checking configured UCCX license using CLI]]
* [[Checking & updating JTAPI Client using CLI]]
* [[Updating the UCM IP address in UCCX from CLI]]
* [[Checking trace level settings from UCCX CLI]]
* [[Setting trace level settings from UCCX CLI]]
* [[Running DB query from UCCX CLI]]
* [[Collecting system-history.log, uccx-install.log from UCCX CLI]]

= Cisco Unified CCX Security =
* [[CSA]]
* [[IPTables (firewall)]]
* [[Engine]]

= Cisco Unified CCX IP Address/Hostname change =
* [[IP and Hostname change Log Collection]]
* [[Analyzing CCX IP and Hostname change log ]]
* [[Identify Cluster Issues after IP and Hostname change]]

= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]

= Cisco Unified CCX Licensing =
* [[Invalid License MAC address error at time of License Upload]]
* [[Need License MAC before system install to reduce time delay]]
* [[New Licenses required (License Rehosting)]]
* [[Using Demo licenses]]
* [[Warning: System running on grace period message on admin login]]
* [[Error: Grace period expired on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Troubleshooting and Log collection]]

CSD shows oldest in queue as 1(00:00:00)

2011-03-07T10:02:31Z

Srib: New page: == CSD shows oldest in queue as 1(00:00:00) == {| border="1" |- ! '''Problem Summary''' | CSD shows oldest in queue as 1(00:00:00) |- ! '''Error Message''' | CSD shows oldest in queue...

== CSD shows oldest in queue as 1(00:00:00) ==
 
{| border="1"
|-
! '''Problem Summary'''
| CSD shows oldest in queue as 1(00:00:00)
|-
! '''Error Message'''
| CSD shows oldest in queue as 1(00:00:00).
|-
! '''Possible Cause'''
|
Some of the causes are for this issue are : 
'''1.''' Issues with CUCM JTAPI events. 
'''2.''' Race condition due to transfer being completed by the agent before the consult call made by agent to RP is fully queued at the CTI port. 
'''3.''' Agent performing unsupported operation like setting up a call between 2 CTI ports. 

|-
! '''Recommended Action'''
|
'''Step 1.''' Enable the necessary log levels and wait for an occurrence.
<pre>
1. SS_CM - XDebug1
2. SS_RM - XDebug1
3. SS_TEL - Debug
4. ICD_RTDM - XDebug1
5. ICD_CTI - XDebug1
6. JTAPI client logs in all debug levels
</pre>

'''Step 2.''' To find the stuck call, look for all QUERY_QUEUE_STATISTICS_CONF messages in the logs with oldestCallInQueue =0 and see the ones where callsInPriorityQueue is not 0. This means that even though there is a call in the queue, the waiting time is 0.
There is a stuck call in the ESD id indicated by SkillGroupNum. 
<pre>
63652323: Feb 17 11:15:51.077 GMT %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=QUERY_QUEUE_STATISTICS_CONF,invokeId=58819854 SkillGroupNum=120 loggedInAgents=1 inSessionAgents=0 availableAgents=1 unAvailableAgents=0 inWorkAgents=0 selectedAgents=0 callsInPriorityQueue1=1 callsInPriorityQueue2=0 callsInPriorityQueue3=0 callsInPriorityQueue4=0 callsInPriorityQueue5=0 callsInPriorityQueue6=0 callsInPriorityQueue7=0 callsInPriorityQueue8=0 callsInPriorityQueue9=0 callsInPriorityQueue10=0 startTime=Thu Feb 17 00:00:01 GMT 2011 endTime=Thu Feb 17 11:15:51 GMT 2011 totalCall=0 oldestCallInQueue =0 handledCallsToday=0 callsAbandoned=0 callsDequeued=0 averageTalkDuration=0 averageWaitDuration=0 longestTalkDuration=0 longestWaitDuration=0 to socket: Socket[addr=10.204.181.233,port=51485,localport=42027] }
</pre>
 
Search the logs for the calls in that CSQ to find the stuck call. The stuck call will keep showing up in this ESD for unreasonable time. 
<pre>
63652311: Feb 17 11:15:51.077 GMT %MIVR-SS_RM-7-UNK:ESD: 120 Contacts in Queue[1]: 33833652[279220/2]
</pre>
 
'''Step 3.''' With the stuck call ID, search the logs for this call when it first entered UCCX and check the call flow to analyze the stuck call and find out how it got stuck.
'''Step 4.'''If the problem is still not solved then collect logs and raise a support case with the stuck call ID.
|-
! '''Release'''
| 8.0(1)
|-
! '''Associated CDETS #'''
| CSCsu40814.
|-
|}

 
[[Category:Unified CCX, Release 8.0]]

Troubleshooting Tips for Unified CCX 8.0

2011-03-07T10:01:05Z

Srib: /* Agent Issues */

'''Back:''' [[Troubleshooting Unified Contact Center Express]]

'''Add tip:''' [[Create Contact Center Troubleshooting Tips]]
----

The following tips were added by Cisco Documentation:

= Installation =
* [[Hardware not supported]]
* [[Unable to access NTP server]]
* [[Hardware not supported Error seen on 7835H2 and/or 7845H2]]
* [[8.x installation states the platform is Vmware, though it is not a Vmware]]
* [[Installation fails to create RAID on MCS-7825-I4-CCX1 servers]]

= Backup and Restore =
* [[FAILED : Cisco Unified CCX agent desktop configuration data migration]]

= Windows to Linux Upgrade =
* [[Desktop Agent Config backup operation failed using PUT]]
* [[Backup operation failed while backing up Config/Database/Recordings using PUT]]
* [[Pre-Upgrade Tool backup operation is not supported]]
* [[CVD communication failed during backup using PUT]]
* [[Could not find the Engine/DB master node during backup using PUT]]
* [[Database size is not supported during backup using PUT]]
* [[CCX Node is not reachable during backup using PUT]]
* [[Not all the recording files are backed up during backup using PUT]]
* [[Power failure during restore operation of Windows to Linux upgrade]]
* [[Failure during restore operation of Windows to Linux upgrade]]
* [[FTP/SFTP path not accessible during data restore]]
* [[Restore operation fails due to mismatch in deployment type]]
* [[Restore operation fails due to mismatch in license package]]
* [[Invalid backup TAR file used during restore on Unified CCX 8.0(1)]]
* [[Not enough space to stage backup file on Unified CCX 8.0(1) during restore]]
* [[Component activation failed during restore on Unified CCX 8.0(1)]]
* [[Activating the node as Publisher failed during restore on Unified CCX 8.0(1)]]
* [[Database manager is not IN_SERVICE during restore on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of configuration data on Unified CCX 8.0(1)]]
* [[Restore operation fails during migration of DB data on Unified CCX 8.0(1)]]
* [[Node 2 CTI ports removal failed during restore]]
* [[Recordings not getting played after upgrade]]
* [[Deletion of Node 2 JTAPI user from CUCM fails during restore]]
* [[The VRU connection port for ICM Subsystem fails to migrate during restore of IP-IVR system]]
* [[Problem occurred during backing up of restore logs]]
* [[PUT backup fails during Desktop Agent Config backup operation]]

= Linux to Linux Upgrade =
* [http://zed.cisco.com/confluence/display/TRIAGE/Upgrade+FAQs Link to Platform Upgrade FAQ]
* [[No valid upgrade options found while running upgrade on node2]]

= Cisco Unified Communications Manager Telephony Subsystem =

=== First few things to check ===
* Is the subsystem in full service? If not refer to section for [[#Telephony Subsystem Out Of Service or Partial Service Issues]] below
* Also cross check JTAPI Client and Data sync. Refer to [[JTAPI Client and data resynchronization]]

=== Tracing ===
* [[Turning on SS_TEL]]
* [[Turning on Unified CCX Telephony Client traces]]
* [[Turning on UCM CCM and CTI SDI and SDL traces]]

=== Telephony Subsystem Out Of Service or Partial Service Issues ===
* [[Trigger partition change causes JTAPI subsystem to go to Partial Service]]
* [[Telephony Subsystem in Partial Service - calculateGroupReadiness indicates groups NOT READY]]
* [[Standard CTI Enabled role for JTAPI user]]
* [[UCM Telephony SS Out Of Service - Unable to create provider]]
* [[UCM Telephony SS Out Of Service - DB_ACCESS_ERROR]]
* [[UCM Telephony SS Out Of Service/Partial Service - Unable to Register CTI Port/Route Point]]
* [[Trigger Configuration Error]]
* [[Missing AddrInService events]]
* [[UCM Telephony SS in partial service after fall back to Node1]]
* [[UCM Telephony SS in partial service on a node]]
* [[JTAPI Client and data resynchronization]]
* [[JTAPI provider goes out of service]]
* [[Issues in JTAPI Port Recovery]]

=== Callflow guides ===
* [[Guide to reading MIVR logs for Telephony Issues - IVR Call Flow]]
* [[Guide to reading MIVR logs for Telephony Issues - ICD Call Flow]]

=== Identifying Issues in Call Flow ===
* [[Possible Issues in an ICD call flow]]
* Call is rejected as soon as it is received by Unified CCX
** [[REMOTE_TIMEOUT - No idle channels]]
* Call is not offered on the CTI Port
** [[TRIGGER_FAIL]]
** [[TRIGGER_MAX_SESSION]]
** [[Configuration issues]]
* Call is rejected after it is offered on the CTI Port
** [[SETUP_TIMEOUT]]
** [[SETUP_FAIL]]
* Issues invoking Application Task
** [[Null or Default Application Task]]
** [[ApplicationMaxSessionsException]]
** [[Invalid Script]]
* [[Media Setup Failure]]
* [[Codec Mismatch between Caller and CTI Port]]
* [[Call fails with CallCtlConnFailed event]]
* [[JTAPI Exception during redirect, accept, answer, transfer request]]
* [[Consult call fails with RESOURCE_BUSY]]
* Consult Call is not answered at agent extension
** [[RESOURCE_NOT_ACKNOWLEDGING]]
** [[RESOURCE_FORWARDING]]
* [[Could not meet post conditions of call.transfer]]
* [[Transfer does not receive CiscoTransferEndEv]]
* [[Multiple transfer failures]]
* [[Transfer success is false]]

===Other tips===
* [[Call aborted due to WFMaxExecutedStepsExceededException]]
* [[Common Cause Codes and Meta Codes in JTAPI]]
* [[Troubleshooting JTAPI CCN Exceptions]]
* [[Codec support issues]]
* [[Commonly used regular expressions]]
* [[How to escalate an issue to IPCBU JTAPI team]]
* http://developer.cisco.com/web/jtapi/docs

= Cisco Unified CCX Media subsystem =
=== Tracing ===
* [[Turning on Unified CCX Media Traces]]
* [[Turning on IPVMS Traces]]
===General Media Issue===
* [[Media subsystem is stuck in initializing state]]

= Cisco Unified Communications Manager Automated Attendant =

= Cisco Unified Communications Manager Express =
* [[Enabling CME Tracing]]
* [[Agent cannot log in on shared line]]
* [[Agent cannot log in on restricted line]]
* [[When agent drops from conference, all parties on conference are dropped]]
* [[Cisco Unified CME triggers with 2811/CME router are not working]]
* [[Pressing hash character truncates the prompt and the prompts that follow are not played]]
* [[Unified CCX stops working after Unified CME is rebuilt after crash]]
* [[A functional routing point stopped working or the Cisco Unified CME Telephony subsystem is in partial service]]
* [[Creation of Outbound trigger DN on UCCX fails]]

= Cisco Unified IPIVR/ICM =

=== First few things to check ===
* Is the ICM subsystem in full service in the IVR box? If not refer to section for [[#ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG]] below.

* Verify whether the license uploaded on the system is for IVR.

* [[ Logs to be enabled for IVR issues ]]

* After the above mentioned logs are enabled, search the MIVR logs for any Exceptions- "exception" or errors. The following exceptions seen in MIVR logs can be ignored as they are benign in nature:

435718: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-DISPATCH_FAILURE:A failure occured while dispatching an event:
listener=com.cisco.wf.subsystems.ged125.ICMChannel$CallListenerAdapter@118cef5,Exception=
java.lang.IllegalStateException: already cleared
435719: Mar 10 08:14:17.430 GMT %MIVR-LIB_EVENT-3-EXCEPTION:java.lang.IllegalStateException: already cleared

"ICM subsystem in IVR receives call control events such as call cleared, call transferred etc from ICM as well as JTAPI (call manager). Hence, in some cases, this results in race conditions where ICM susbsystem processes the event coming from JTAPI and immediately receives another event for the same call control operation from ICM. In such cases, the second request fails because the event is already processed by IVR and hence we see DISPATCH_FAILURE exceptions in the logs, which are purely benign.

In normal scenarios, ICM susbsystem(in IVR) notifies the ICM that the call is cleared as soon as it processes the event from JTAPI, in which case ICM does not send another call cleared request to IVR. However, in some cases it may so happen that ICM and JTAPI send this event almost at the same time due to which we see DISPATCH_FAILURE exceptions in the logs as explained above. These exceptions can be ignored as they do not result in any failures in the system."

Based on the exceptions, Isolate the issues into the following -

=== JTAPI issues ===

Many a times, calls fail in IVR/ICM due to telephony/JTAPI issues. Refer to the [[#Cisco Unified Communications Manager Telephony Subsystem]] and check whether the calls are failing at JTAPI level due to which ICM subsystem is unable to process calls in IPIVR.

=== ICM Subsystem Out Of Service or Partial Service Issues/Communication issues between IVR and PG ===

* [[ ICM subsystem is in OUT OF SERVICE state from IVR side and also the VRU PIM stays in IDLE state rather than ACTIVE state in the ICM peripheral gateway. ]]

* [[ Calls to IVR are failing and ICM subsystem is OUT_OF_SERVICE. ]]

=== Call Flow Issues ===

* [[ Calls are failing in IVR and user hears busy tone for these calls. ]]

* [[IVR sends wrong values to ICM for the call variables.]]

* [[Call transfer fails if the agent transfers the call from one IVR to a different IVR.]]

* [[Intermittent Translation Route to VRU failure.]]

* [[ Call reserves an agent although caller hanged in IPIVR. ]]

* [[ IVR gets freezed when the calls are more than the actual ports and requires an engine restart for recovery. ]]

=== Set up Issues ===

* [[ 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. ]]

* [[ Calls are failing with ApplicationMaxSessionsException because there are not enough sessions created for an ICM application in IPIVR. ]]

* [[ What versions of IP IVR are supported for UCCE 8.0? ]]

* [[JTAPI OOS on one of the nodes in HA over WAN deployment ]]

=== Other Tips ===

* http://wwwin-eng.cisco.com/Eng/CCBU/CRA/Training/UCCX_8_0_IVR-ICM_Integration.pptx

* http://wwwin-eng.cisco.com/Eng/CCBU/ICM/Components/PG/PIMs/VRU/GED125.doc

* [[ CAD services visible in CLI 'utils service list' command ]]

* Many services in Deactivated state. Refer to [[ CAD services visible in CLI 'utils service list' command ]]

= Cisco Unified CCX Administration =
* [[Error in IE (Class doesn't support Automation) ]]
* [[User Authentication error during CUCM configuration ]]
* [[HTTP 403 or security protocols error ]]
* [[Add to cluster repeats in a loop ]]
* [[Object error during component activation ]]
* [[Components in deactivated state ]]
* [[UCCX Data containing "less than " or "greater than" characters fails to save ]]
* [[Component activation failed during cluster setup ]]
* [[JTAPI Trace Level settings not getting saved ]]
* [[Add to cluster failed with message "Failed to reset system account password". ]]

= Cisco Unified CCX Database =

== General ==

== Replication ==

*[[Reset and Repair - what is the difference]]

= Cisco Unified CCX Editor =
*[[Script porting issues]]
*[[W1 upgrade issues]]
*[[Editor hanging issues]]
*[[Issues with installing on windows vista and windows 7]]

= Cisco Unified CCX Engine =
* [[Application subsystem is in partial service]]
* [[Changes to applications do not register]]
* [[Application subsystem in partial service and application running for an unexpectedly long time]]
* [[An error message plays when calling a CTI route point]]
* [[Cisco Unified CCX Engine is running but calls are not answered]]
* [[ How to debug OutOfMemoryError ]]
* [[ How to analyze heap dumps ]]
* [[ How to debug the root cause for high CPU usage ]]

= Cisco Unified CCX ICD =

=== Required Tracing ===
* [[Log_Levels_for_issues_related_to_Routing_and_Queuing]]
=== RmCm is OOS OR in Partial Service ===
* [[RmCm subsystem is out of service]]
* [[RmCm subsystem stuck in INITIALIZING state]]

=== RmCm Configurations issues ===
* [[Agents do not appear in the Resources area in the Cisco Unified CCX Configuration web page]]
* [[Some resource selection criteria are missing]]

=== Agent Issues ===

* [[Unified CCX agent is unable to log in]]
* [[Agent cannot go Ready after logging in]]
* [[Agent does not go to Work state after handling a call]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent alternates between Reserved and Ready state]]
* [[Agent in Reserved state but the consult transfer fails repeatedly]]
* [[Agent toggles between Reserved and Ready state]]
* [[Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's]]
* [[Agent stuck in Reserved state]]
* [[Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs]]
* [[Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ_CONSULT_CONTACT ]]
* [[Agent State transformations in Select Join and Join Across Line scenarios]]
* [[CSD shows oldest in queue as 1(00:00:00)]]

=== Call Issues ===
* [[Calls are not routed to agents]]
* [[Calls are sometimes not delivered accordingly to Skill Competence when Resource Selection Criteria is Most Skilled]]
* [[Same call is presented to two agents]]
* [[Agent and customer start hearing UCCX recordings played over their conversation]]

=== Scripting Issue ===
* [[Call redirected from one RP to the other multiple times with Redirect Step]]

=== Unsupported scenarios ===

* [[IncompatibleSessionException seen in MIVR logs]]

=== Call Flow Guides ===
* [[Guide to read MIVR logs for a simple ICD call]]

= Cisco Unified CCX Real-Time Reporting =
* [[RTR in SelectJoin, DirectTransfer, JoinAcrossLines, DirectTransferAcrossLines Scenarios]]

= Cisco Unified CCX Historical Reporting =
* [[Pre-Requisites]]
* [[Required Log levels]]
* [[Historical records not getting written to database]]
* [[Discrepancies of JAL Scenarios]]
* [[Differences among Various Cisco Unified CCX reports]]
* [[Called Number Summary Report (CNSR) has more calls than the Traffic Analysis Report (TAR)]]
* [[some of the HR reports do not show complete data for the entire reporting period or gives no data error]]
* [[Missing Login/Logout states OR exceedingly long logged in time]]

= Cisco Unified CCX Historical Reporting Client [HRC]=
* [[Required Log levels For HRC]]
* [[Required Log levels For HRC Scheduler]]
* [[Unable to export Scheduled Report to mapped drive.]]
* [[HRC crashes with invalid TLV record error.]]
* [[HRC does not show reports for the specified data range.]]

= Automatic Speech Recognition =
=== Tracing ===
* [[Turning on Unified CCX Automatic Speech Recognition Traces]]
===General ASR Issues===
* [[How To Bring MRCP ASR Provider To InService State]]
* [[Nuance 9.0 not working with Unified CCX]]
* [[How to integrate MRCP ASR-TTS with Unified CCX]]
* [[Assure ASR-TTS ports/resources are freed up after the application finishes]]
* [[UnsupportedGrammarException with Cisco Media i.e Default Dialog group]]
* [[Built in Grammar minlength and maxlength with Default or Cisco Media Group for DTMF inputs]]
* [[How to allow both DTMF and Speech Recognition together]]
* [[The Names are not recognized]]
* [[MRCP ASR Subsystem Status is out of service]]
* [[MRCP ASR Providers, MRCP Servers, or Groups Changes like additions, or deletions to do not take effect]]

= Outbound =
*Trace Levels
**[[Log Level usage in Outbound Subsystem]]
**[[Log Levels required to troubleshoot outbound issues]]
*General Outbound Issues
**[[Outbound contacts not being dialed after failover]]
**[[Outbound calls fail with no callback number]]
**[[Outbound agent Stuck in Reserved state]]
**[[Outbound General Configuration data is changed]]
**[[Outbound Subsystem is Out Of Service]]
*Issues Related To Outbound Call Flow
**[[Outbound agents are ready for long time with available contacts]]
*CAD/CDA related issues
** [[Outbound Buttons are disabled on CAD]]
** [[CDA doesn't show checkbox for Outbound Dialer Mode]]

= Text-To-Speech =
=== Tracing ===
* [[Turning on Unified CCX Text To Speech traces]]
=== General TTS Issues ===
* [[Setting TTS Provider as Default TTS Provider]]
* [[How To Bring MRCP TTS Provider To InService State ]]
* [[Control prosody rate in PlayPrompt TTS block]]
* [[TTS Provider shows Last Status when Added Again]]
* [[MRCP TTS subsystem shows out of service status]]
* [[MRCP TTS Providers, MRCP Servers, locales, or genders changes like additions, or deletions to do not take effect]]

= Serviceability =
* Real-Time Monitoring Tool (RTMT)
** [[Troubleshooting RTMT Installation Errors]]
** [[Not able to install different RTMT clients on the same box]]
** [[Unable to Log in to Cisco Unified Real-Time Monitoring Tool]]
** [[Unable to Collect data for the second node from RTMT when the Primary Node is down]]
** [[Troubleshooting DiskSpace and Partition related alerts]]
** [[Collecting logs for troubleshooting RTMT Alerts]]
** [[Configuring RTMT Trace Settings]]
*SNMP
** [[Log Collection for SNMP Voice SubAgent issues]]
** [[Unable to receive Unified CCX SNMP Traps]]
** [[SNMP operations on the Voice MIB not fetching any output]]
** [[Troubleshooting Alarms/Alerts to be sent as SNMP Traps]]
* Log Profile 
** [[Debugging issues]]
** [[Known issues]]

= Serviceability (Analysis Manager) =
* [[I don't see the Analysis Manager Drawer or Menu items]]
* [[RTMT does not come up or behaves strangely]]
* [[I cannot log into RTMT]]
* [[My ‘Test Connectivity’ for Unified CCX node is failing]]
* [[The Call Records Repository connectivity test is failing]]
* [[Where can I access RTMT and Analysis Manager logs]]

= Cisco Unified CCX Internationalization =

= VXML =
=== Tracing ===
* [[Turning on Unified CCX VXML traces]]
=== General VXML Issues ===
* [[How to use JavaScript greater than, less than and ampersand symbols in vxml var expr declaration]]
* [[Voice Browser Not able to fetch files with dynamic file extensions]]
* [[Not able to fetch grammar and prompt files through CRTP]]
* [[VXML tag not working properly with VoiceBrowser]]

= High Availability and Cluster setup =

* [[Component activation failed during cluster setup]]

= High Availability and Failover =

* [[RCA for Engine failover]]
* [[Engine and CAD failover taking long time]]

= VoIP Monitor =
* [[hear nothing while playing back desktop recorded sessions]]

= CDP =

= Cisco Unified CCX CLI =
* [[UCCX CLI log collection]]
* [[Analyzing UCCX CLI logs]]
* [[Cannot login to CLI]]
* [[Enabling root account from CLI]]
* [[Checking UCCX version using CLI]]
* [[Checking if the current node is a VOS publisher]]
* [[Checking configured UCCX license using CLI]]
* [[Checking & updating JTAPI Client using CLI]]
* [[Updating the UCM IP address in UCCX from CLI]]
* [[Checking trace level settings from UCCX CLI]]
* [[Setting trace level settings from UCCX CLI]]
* [[Running DB query from UCCX CLI]]
* [[Collecting system-history.log, uccx-install.log from UCCX CLI]]

= Cisco Unified CCX Security =
* [[CSA]]
* [[IPTables (firewall)]]
* [[Engine]]

= Cisco Unified CCX IP Address/Hostname change =
* [[IP and Hostname change Log Collection]]
* [[Analyzing CCX IP and Hostname change log ]]
* [[Identify Cluster Issues after IP and Hostname change]]

= Cisco Unified CCX Wallboard Configuration =
* [[Troubleshooting and Log Collection]]

= Cisco Unified CCX Licensing =
* [[Invalid License MAC address error at time of License Upload]]
* [[Need License MAC before system install to reduce time delay]]
* [[New Licenses required (License Rehosting)]]
* [[Using Demo licenses]]
* [[Warning: System running on grace period message on admin login]]
* [[Error: Grace period expired on admin login]]
* [[Warning: Some features are going to expire in x days message on admin login]]
* [[Error: License expired error on admin login]]
* [[Troubleshooting and Log collection]]

How to escalate an issue to IPCBU JTAPI team

2010-06-14T04:10:50Z

Srib: /* How to escalate an issue to IPCBU JTAPI team */

== How to escalate an issue to IPCBU JTAPI team ==

{| border="1"
|-
! '''Problem Summary'''
| An issue was seen in JTAPI client.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
|
|-
! '''Recommended Action'''
| <ol>
<li>Use the link: http://cti-jira:8080/browse/JTAPI
<li>Click on Create: Task Or click on Create Issue and set Project = Cisco JTAPI API Triage and Issue Type = Task. Click Create
 Fill in the Summary and Description. Include the SR number in Description for customer escalations
<li>Set Component = From UCCX. Set the Priority and Version = JTAPI client version where problem is seen.
<li>Click Create.
<li>FYI: The mailer to contact JTAPI client team is jtapi-dev (mailer list). But escalations are entertained only when they are escalated through the above procedure.
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Commonly used regular expressions

2010-04-13T11:05:44Z

Srib: New page: == Commonly used regular expressions == {| border="1" |- ! '''Regular Expression''' | '''Used for''' |- | <nowiki>Execute step of Task 65000000666</nowiki> | Used to trace the steps exec...

== Commonly used regular expressions ==

{| border="1"
|-
! '''Regular Expression'''
| '''Used for'''
|-
| <nowiki>Execute step of Task 65000000666</nowiki>
| Used to trace the steps executed for a specific task. Required ENG tracing to be turned on.
|-
| <nowiki>445367|445366</nowiki>
| When trying to trace calls which involves a transfer and two media ids.
|-
| <nowiki>SS_TEL.*2043779</nowiki>
| For all SS_TEL messages for a call or a port.
|-
| <nowiki>PlatformException|InvalidStateException|Call\.rejected|Call\.aborted</nowiki>
| Common call failures
|-
| <nowiki>Call.rece|Call.abando|Call.reject|Call.abort</nowiki>
| Tracing several calls and their state changes at once.
|-
| <nowiki>(445367\|445366)/2 [a-z]*</nowiki>
| Grepping only JTAPI events of multiple calls.
|-
| <nowiki>SS_TEL|CiscoAddrRemovedEv|CiscoAddrOutOfService</nowiki>
| Tracking address events.
|-
| <nowiki>calculateSubsystemState</nowiki>
| Checking for JTAPI subsystem states.
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Agent and customer start hearing UCCX recordings played over their conversation

2010-04-13T11:03:59Z

Srib: /* Agent and customer start hearing UCCX recordings played over their conversation */

== Agent and customer start hearing UCCX recordings played over their conversation ==

{| border="1"
|-
! '''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.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ CONSULT CONTACT

2010-04-13T11:03:32Z

Srib: /* Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ CONSULT CONTACT */

== Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ CONSULT CONTACT ==

{| border="1"
|-
! '''Problem Summary'''
| Agent is stuck in Reserved state.
|-
! '''Error Message'''
| 88009681: Sep 07 09:38:36.673 EEST %MIVR-SS_RM-7-UNK:Processing msg: SessionTransferredMsg (Transferring Rsrc:bkaraboga Transferred Rsrc:3260 Transferred Address:3260 Final Contact ID:4318845/1 Consult Contact ID:4318851/1 Final Contact Type:IAQ_CONSULT_CONTACT Consult Contact Type:IAQ_CONSULT_CONTACT LCS: 3 NumParties: 2)
|-
! '''Possible Cause'''
| Agent answers a call A and initiates consult call B to the RP and this call is answered at a cti port.
Call A is dropped by caller and Agent is left with call B. This call is still classified as IAQ_CONSULT.
Not realizing this, agent initiates another consult call C to the RP for the call B.
If the agent tries to complete transfer between calls B and C, what he is actually doing is initiating a call to a RP and then transferring this call again to the RP. This is not supported.
|-
! '''Recommended Action'''
|
This is not supported. Agent should refrain from doing such operations.
|-
! '''Release'''
| Release 7.0(1), 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs

2010-04-13T11:03:10Z

Srib: /* Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs */

== Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs ==

{| border="1"
|-
! '''Problem Summary'''
| Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs.
|-
! '''Error Message'''
| 6662255: Aug 11 12:45:31.387 CDT %MIVR-SS_CM-7-UNK: IEF Contact ID:[34513/1] 16811729 ContactEventsGenerator: Not posting the ContactPresentedEvent because..
|-
! '''Possible Cause'''
| The script redirects the call to an unmonitored number or a translation pattern that immediately redirects the call back to UCCX. The SessionRedirectedMsg for the redirect is posted after the call comes back to the RP. ContactDisconnectedEvent is posted for the SessionRedirectedMsg and this confuses the call because ICD thinks the call has now ended. So now when the same call is presented to an agent, ICD does not post ContactPresentedEvent as ContactDisconnectedEvent has already been posted for this call.
|-
! '''Recommended Action'''
|
Change the scripting logic and redirect the call directly to the second RP.
Redirecting a call to a translation pattern that maps to a RP is not supported as per UCCX release notes.
Redirecting a call to an unmonitored destination that sends the call back to a RP immediately is also not supported (CSCsq24641).

Call is redirected

26661089: Aug 11 12:45:25.199 CDT %MIVR-SS_TEL-7-UNK:CallID:64813 MediaId:34513/1 Task:27000093905, Redirecting to: 623099, Unconditional: false, Reset 26661175: Aug 11 12:45:25.355 CDT %

Call is immediately presented at the RP:

MIVR-SS_TEL-7-UNK:Route Connection=[1562:IPCCDFW/(P1-JTAPIAdmin_1) GCID=(1,34513)->ACTIVE]->OFFERED, reason=4, Event

ContactDisconnectedEvent for the redirect is posted after the call is presented at the RP:

26662057: Aug 11 12:45:30.356 CDT %MIVR-SS_CM-7-UNK: IEF Contact ID: [34513/1] 16811729 ContactEventsGenerator: Posting the ContactDisconnectedEvent co

This confuses UCCX which does not post further events because ContactDisconnectedEvent was already received:

26662255: Aug 11 12:45:31.387 CDT %MIVR-SS_CM-7-UNK: IEF Contact ID: [34513/1] 16811729 ContactEventsGenerator: Not posting the ContactPresentedEvent b

|-
! '''Release'''
| Release 7.0(1), 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent stuck in Reserved state

2010-04-13T11:02:38Z

Srib: /* Agent stuck in Reserved state */

== Agent stuck in Reserved state ==

{| border="1"
|-
! '''Problem Summary'''
| Agent is stuck in Reserved state till Rm cleanup thread cleans up the call.
|-
! '''Error Message'''
| 52552690: Feb 09 09:29:41.946 CST %MIVR-SS_RM-3-CLEANUP_STUCK_CONTACT:Removed stuck contact: The name of the method that invoked another method=1529181/2
|-
! '''Possible Cause'''
| This can happen if the agent extension is not unique i.e the agent DN is either shared or the same DN is also configured in another partition. So when RmCm tries to add observer to the DN, it is possible that it has added observer to the wrong DN and so it cannot receive events for the agent's DN.
|-
! '''Recommended Action'''
|
Check the CUCM route plan report to ensure that the agent extension is unique.
<\b>Check the MIVR and JTAPI client logs for agent login
<\b>Sometimes CTI/JTAPI may not be delivering events for the agent DN. Escalate to IPCBU JTAPI team with relevant logs.
|-
! '''Release'''
| Release 7.0(1), 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's

2010-04-13T11:02:12Z

Srib: /* Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's */

== Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's ==

{| border="1"
|-
! '''Problem Summary'''
| Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's.
|-
! '''Error Message'''
| 62917819: Dec 08 12:59:06.526 JST %MIVR-SS_TEL-7-UNK:Call.transferFailed(6511, INTERRUPTED)
|-
! '''Possible Cause'''
| The script will queue a call to csq1 and then dequeueAll. It then queues the call to csq2 and dequeueAll and so on.
Sometimes during the processing on dequeueAll, due to timing, the dequeueAll for csq2 may be processed after call is queued to csq3 and so the call gets incorrectly dequeued from csq3. If an agent was already allocated for this call in csq3, then this agent can toggle between ready and reserved.

62917577: Dec 08 12:59:06.323 JST %MIVR-SS_RM-7-UNK:ESD 3 TECHNICAL_CSQ .allocateRsrc(16847117 [69901/1])
62917588: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setIaqState(QUEUED_WAITING) from NOT_IN_QUEUE
62917596: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .dequeueAll(DEQUEUE_STEP)
62917598: Dec 08 12:59:06.323 JST %MIVR-SS_RM-7-UNK:ESD 4 GENERAL_CSQ .allocateRsrc(16847117 [69901/1])
62917610: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .dequeueAll(DEQUEUE_STEP)
62917611: Dec 08 12:59:06.323 JST %MIVR-SS_RM-7-UNK:ESD 7 ORDER_CSQ .allocateRsrc(16847117[69901/1])
62917632: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setIaqState(QUEUED_ALLOCATED) from QUEUED_WAITING
62917634: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setAllocatedResource(T110708)
62917641: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setIaqState(NOT_IN_QUEUE) from QUEUED_ALLOCATED
62917642: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setIaqState(NOT_IN_QUEUE) from NOT_IN_QUEUE
|-
! '''Recommended Action'''
|
If the intent is to dequeue a call from a single CSQ then use Dequeue - from CSQ step instead of DequeueAll.
|-
! '''Release'''
| Release 7.0(1), 8.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ CONSULT CONTACT

2010-04-13T11:00:49Z

Srib: New page: == Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ CONSULT CONTACT == {| border="1" |- ! '''Problem Summary''' | Agent is stuck in Reserved st...

== Agent stuck in Reserved state-SessionTransferredMsg shows Initial and Final Contact Type:IAQ CONSULT CONTACT ==

{| border="1"
|-
! '''Problem Summary'''
| Agent is stuck in Reserved state.
|-
! '''Error Message'''
| 88009681: Sep 07 09:38:36.673 EEST %MIVR-SS_RM-7-UNK:Processing msg: SessionTransferredMsg (Transferring Rsrc:bkaraboga Transferred Rsrc:3260 Transferred Address:3260 Final Contact ID:4318845/1 Consult Contact ID:4318851/1 Final Contact Type:IAQ_CONSULT_CONTACT Consult Contact Type:IAQ_CONSULT_CONTACT LCS: 3 NumParties: 2)
|-
! '''Possible Cause'''
| Agent answers a call A and initiates consult call B to the RP and this call is answered at a cti port.
Call A is dropped by caller and Agent is left with call B. This call is still classified as IAQ_CONSULT.
Not realizing this, agent initiates another consult call C to the RP for the call B.
If the agent tries to complete transfer between calls B and C, what he is actually doing is initiating a call to a RP and then transferring this call again to the RP. This is not supported.
|-
! '''Recommended Action'''
|
This is not supported. Agent should refrain from doing such operations.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs

2010-04-13T10:59:50Z

Srib: New page: == Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs == {| border="1" |- ! '''Problem Summary''' | Agent stuck in Reserved state-"Not posting the ContactP...

== Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs ==

{| border="1"
|-
! '''Problem Summary'''
| Agent stuck in Reserved state-"Not posting the ContactPresentedEvent" seen in logs.
|-
! '''Error Message'''
| 6662255: Aug 11 12:45:31.387 CDT %MIVR-SS_CM-7-UNK: IEF Contact ID:[34513/1] 16811729 ContactEventsGenerator: Not posting the ContactPresentedEvent because..
|-
! '''Possible Cause'''
| The script redirects the call to an unmonitored number or a translation pattern that immediately redirects the call back to UCCX. The SessionRedirectedMsg for the redirect is posted after the call comes back to the RP. ContactDisconnectedEvent is posted for the SessionRedirectedMsg and this confuses the call because ICD thinks the call has now ended. So now when the same call is presented to an agent, ICD does not post ContactPresentedEvent as ContactDisconnectedEvent has already been posted for this call.
|-
! '''Recommended Action'''
|
Change the scripting logic and redirect the call directly to the second RP.
Redirecting a call to a translation pattern that maps to a RP is not supported as per UCCX release notes.
Redirecting a call to an unmonitored destination that sends the call back to a RP immediately is also not supported (CSCsq24641).

Call is redirected

26661089: Aug 11 12:45:25.199 CDT %MIVR-SS_TEL-7-UNK:CallID:64813 MediaId:34513/1 Task:27000093905, Redirecting to: 623099, Unconditional: false, Reset 26661175: Aug 11 12:45:25.355 CDT %

Call is immediately presented at the RP:

MIVR-SS_TEL-7-UNK:Route Connection=[1562:IPCCDFW/(P1-JTAPIAdmin_1) GCID=(1,34513)->ACTIVE]->OFFERED, reason=4, Event

ContactDisconnectedEvent for the redirect is posted after the call is presented at the RP:

26662057: Aug 11 12:45:30.356 CDT %MIVR-SS_CM-7-UNK: IEF Contact ID: [34513/1] 16811729 ContactEventsGenerator: Posting the ContactDisconnectedEvent co

This confuses UCCX which does not post further events because ContactDisconnectedEvent was already received:

26662255: Aug 11 12:45:31.387 CDT %MIVR-SS_CM-7-UNK: IEF Contact ID: [34513/1] 16811729 ContactEventsGenerator: Not posting the ContactPresentedEvent b

|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent stuck in Reserved state

2010-04-13T10:58:56Z

Srib: New page: == Agent stuck in Reserved state == {| border="1" |- ! '''Problem Summary''' | Agent is stuck in Reserved state till Rm cleanup thread cleans up the call. |- ! '''Error Message''' | 52552...

== Agent stuck in Reserved state ==

{| border="1"
|-
! '''Problem Summary'''
| Agent is stuck in Reserved state till Rm cleanup thread cleans up the call.
|-
! '''Error Message'''
| 52552690: Feb 09 09:29:41.946 CST %MIVR-SS_RM-3-CLEANUP_STUCK_CONTACT:Removed stuck contact: The name of the method that invoked another method=1529181/2
|-
! '''Possible Cause'''
| This can happen if the agent extension is not unique i.e the agent DN is either shared or the same DN is also configured in another partition. So when RmCm tries to add observer to the DN, it is possible that it has added observer to the wrong DN and so it cannot receive events for the agent's DN.
|-
! '''Recommended Action'''
|
Check the CUCM route plan report to ensure that the agent extension is unique.
<\b>Check the MIVR and JTAPI client logs for agent login
<\b>Sometimes CTI/JTAPI may not be delivering events for the agent DN. Escalate to IPCBU JTAPI team with relevant logs.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's

2010-04-13T10:57:54Z

Srib: New page: == Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's == {| border="1" |- ! '''Problem Summary''' | Agent toggles between Reserved an...

== Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's ==

{| border="1"
|-
! '''Problem Summary'''
| Agent toggles between Reserved and Ready state-Script queues and dequeueAll's the call to multiple CSQ's.
|-
! '''Error Message'''
| 62917819: Dec 08 12:59:06.526 JST %MIVR-SS_TEL-7-UNK:Call.transferFailed(6511, INTERRUPTED)
|-
! '''Possible Cause'''
| The script will queue a call to csq1 and then dequeueAll. It then queues the call to csq2 and dequeueAll and so on.
Sometimes during the processing on dequeueAll, due to timing, the dequeueAll for csq2 may be processed after call is queued to csq3 and so the call gets incorrectly dequeued from csq3. If an agent was already allocated for this call in csq3, then this agent can toggle between ready and reserved.

62917577: Dec 08 12:59:06.323 JST %MIVR-SS_RM-7-UNK:ESD 3 TECHNICAL_CSQ .allocateRsrc(16847117 [69901/1])
62917588: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setIaqState(QUEUED_WAITING) from NOT_IN_QUEUE
62917596: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .dequeueAll(DEQUEUE_STEP)
62917598: Dec 08 12:59:06.323 JST %MIVR-SS_RM-7-UNK:ESD 4 GENERAL_CSQ .allocateRsrc(16847117 [69901/1])
62917610: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .dequeueAll(DEQUEUE_STEP)
62917611: Dec 08 12:59:06.323 JST %MIVR-SS_RM-7-UNK:ESD 7 ORDER_CSQ .allocateRsrc(16847117[69901/1])
62917632: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setIaqState(QUEUED_ALLOCATED) from QUEUED_WAITING
62917634: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setAllocatedResource(T110708)
62917641: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setIaqState(NOT_IN_QUEUE) from QUEUED_ALLOCATED
62917642: Dec 08 12:59:06.323 JST %MIVR-SS_CM-7-UNK:RmCm contact 16847117[69901/1] (38826) .setIaqState(NOT_IN_QUEUE) from NOT_IN_QUEUE
|-
! '''Recommended Action'''
|
If the intent is to dequeue a call from a single CSQ then use Dequeue - from CSQ step instead of DequeueAll.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

Agent and customer start hearing UCCX recordings played over their conversation

2010-04-13T10:55:06Z

Srib: 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...

== Agent and customer start hearing UCCX recordings played over their conversation ==

{| border="1"
|-
! '''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)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified CCX, Release 7.0]]
[[Category:Unified CCX, Release 8.0]]

How to escalate an issue to IPCBU JTAPI team

2010-03-12T07:34:24Z

Srib: /* How to escalate an issue to IPCBU JTAPI team */

== How to escalate an issue to IPCBU JTAPI team ==

{| border="1"
|-
! '''Problem Summary'''
| An issue was seen in JTAPI client.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
|
|-
! '''Recommended Action'''
| <ol>
<li>Use the link: http://zed.cisco.com/jira/secure/CreateIssue!default.jspa
<li>Set Project = Cisco JTAPI API Triage and Issue Type = Task. Click Next
 Fill in the Summary and Description. Include the SR number in Description for customer escalations
<li>Set Component = From UCCX. Set the Priority and Version = JTAPI client version where problem is seen.
<li>Click Create.
<li>FYI: The mailer to contact JTAPI client team is jtapi-dev (mailer list). But escalations are entertained only when they are escalated through the above procedure.
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Issues in JTAPI Port Recovery

2010-03-12T06:39:15Z

Srib: /* Issues in JTAPI Port Recovery */

== Issues in JTAPI Port Recovery ==

{| border="1"
|-
! '''Problem Summary'''
| The JTAPI Port Recovery Thread might not be able to recover few CTI Ports sometimes
|-
! '''Error Message'''
| MIVR-SS_TEL-4-RECOVERY_THRD_EXCEPTION:CTI Port Recovery fails due to
unhandled exception:
|-
! '''Possible Cause'''
| Depends on the Exception encountered by the Recovery Thread - one common reason is due to JTAPI not cleaning the active call from the port
|-
! '''Recommended Action'''
| <ol>
Escalate to IPCBU JTAPI team with all relevant logs (MIVR,JTAPI Client and CCM traces) if its due to some PlatformException. Possible JTAPI Client defect: CSctb77537
 339075: Nov 13 08:16:17.584 MST %MIVR-SS_TEL-4-RECOVERY_THRD_EXCEPTION:CTI Port Recovery fails due to unhandled exception: Recovery Thread Name=MIVR_SS_TEL_RECOVERY_0_-50-0,Exception=com.cisco.jtapi.PlatformExceptionImpl: Active call exists on this address
 339076: Nov 13 08:16:17.584 MST %MIVR-SS_TEL-4-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl: Active call exists on this address
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

UCM Telephony SS Out Of Service - DB ACCESS ERROR

2010-03-10T05:12:01Z

Srib: New page: == UCM Telephony SS Out Of Service - DB_ACCESS_ERROR == {| border="1" |- ! '''Problem Summary''' | UCM Telephony SS Out Of Service - DB_ACCESS_ERROR |- ! '''Error Message''' | 2505: Mar ...

== UCM Telephony SS Out Of Service - DB_ACCESS_ERROR ==

{| border="1"
|-
! '''Problem Summary'''
| UCM Telephony SS Out Of Service - DB_ACCESS_ERROR
|-
! '''Error Message'''
| 2505: Mar 08 23:21:35.162 IST %MIVR-SS_TEL-3-ModuleRunTimeFailure:Run-time Failure: Module Name=Unified CM Telephony Subsystem,Module Run-time Failure Cause=8,Module Failure Name=ALL_JTAPI_TRIGGERS,Module Failure Message=com.cisco.config.ConfigException: DB_ACCESS_ERROR; nested exception is:
|-
! '''Possible Cause'''
| JTAPI Subsystem had issues during DB access while reading config objects.
|-
! '''Recommended Action'''
|
If you find JTAPI SS out of service and also see DB_ACCESS_ERROR when JTAPI SS attempts to read a config object then please escalate to UCCX DB team.
|-
! '''Release'''
| Release 8.0(1) and Release 7.0(1)
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Multiple transfer failures

2010-02-11T07:06:36Z

Srib: /* Multiple transfer failures */

== Multiple transfer failures ==

{| border="1"
|-
! '''Problem Summary'''
| Sometimes when UCCX attempts to transfer a call to an agent, the transfer could fail repeatedly and after the max attempts (usually 5), the call is aborted with this error.
|-
! '''Error Message'''
| MIVR-SS_TEL-3-MULT_XFER_FAIL:Multiple transfer failures: All Call ids=CallID:21592 MediaId:751838/2 Task:23000050675
|-
! '''Possible Cause'''
| Due to some issue, transfer to agent is not successful
|-
! '''Recommended Action'''
| <ol>
If the call has also received a CallCtlConnFailedEv then please take a look at: http://docwiki-dev.cisco.com/wiki/Call_fails_with_CallCtlConnFailed_event
An example for this is:
 53779386: Feb 05 13:29:25.124 EDT %MIVR-SS_TEL-7-UNK:CallID:32021 MediaId:1852519/3 Task:28000113383, CallCtlConnFailed, Inbound call, callctl cause:101,
 53786050: Feb 05 13:35:27.602 EDT %MIVR-SS_TEL-7-UNK:CallID:32039 MediaId:1852580/3 Task:28000113406, transfer(5555210005, 20000, ACKNOWLEDGED)
 53787841: Feb 05 13:37:03.120 EDT %MIVR-SS_TEL-3-CALL_CONTROL_INVAL_STATE:Invalid state for Call Control operation: All Call ids=CallID:32045 MediaId:1852
 53787865: Feb 05 13:37:03.120 EDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(5555220007, UNKNOWN) JTAPICallContact[id=32045,implId=1852580/3,state=STATE_ANSWE
.
.
 53788360: Feb 05 13:37:03.151 EDT %MIVR-SS_TEL-3-MULT_XFER_FAIL:Multiple transfer failures: All Call ids=CallID:32045 MediaId:1852580/3 Task:28000113414
 53788362: Feb 05 13:37:03.151 EDT %MIVR-APP_MGR-3-TASK_ABORTED:Application task aborted: Application=App[name=HOTLINE_QUEUE,type=Cisco Script Application,
 53788408: Feb 05 13:37:03.151 EDT %MIVR-APP_MGR-6-ABORTING_CONTACT:Aborting contact: Application=HOTLINE_QUEUE,Task id=28000113414,Contact id=32045,Contac

Otherwise, escalate to IPCBU JTAPI team with relevant logs to understand the cause of transfer failure
</ol>
 21472155: Jan 18 15:25:24.532 EST %MIVR-SS_TEL-7-UNK:Call.transferFailed(538390, UNKNOWN) JTAPICallContact[id=21592,implId=751838/2,state=STATE_ANSWERED_IDX,inbound=true,App name=custsvc,task=23000050675,session=910000022822,seq num=0,cn=8111,dn=8111,
 21472347: Jan 18 15:25:24.548 EST %MIVR-SS_TEL-7-UNK:Call.transferFailed(538390, UNKNOWN) JTAPICallContact[id=21592,implId=751838/2,state=STATE_ANSWERED_IDX,inbound=true,App name=custsvc,task=23000050675,session=910000022822,seq num=0,cn=8111,dn=8111,
 21472614: Jan 18 15:25:24.563 EST %MIVR-SS_TEL-3-MULT_XFER_FAIL:Multiple transfer failures: All Call ids=CallID:21592 MediaId:751838/2 Task:23000050675
 21472616: Jan 18 15:25:24.563 EST %MIVR-APP_MGR-3-TASK_ABORTED:Application task aborted: Application=App[name=custsvc,type=Cisco Script Application,id=1,desc=Customer Service,enabled=true,max=16,valid=true,cfg=[ApplicationConfig[schema=ApplicationConf
Reason: UNCAUGHT_EXCEPTION, Too many transfer failures; nested exception is:

|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

UCM Telephony SS Out Of Service - Unable to create provider

2010-01-30T01:46:15Z

Srib: /* UCM Telephony SS Out Of Service - Unable to create provider */

== UCM Telephony SS Out Of Service - Unable to create provider ==

{| border="1"
|-
! '''Problem Summary'''
| UCM Telephony SS Out Of Service - Unable to create provider
|-
! '''Error Message'''
| MIVR-SS_TEL-4-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl: Unable to create provider
 MIVR-SS_TEL-4-EXCEPTION: at com.cisco.jtapi.CiscoJtapiPeerImpl.getProvider
|-
! '''Possible Cause'''
| UCCX had issues creating provider on CUCM.
|-
! '''Recommended Action'''
|
There could be several different reasons:
The exception can be viewed by taking a look at SS_TEL logs.
Firstly, please take a look at: http://docwiki-dev.cisco.com/wiki/Standard_CTI_Enabled_role_for_JTAPI_user to ensure that Standard CTI Enabled role is assigned to JTAPI user.

 A reason like : ''MIVR-SS_TEL-4-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl: Unable to create provider
-- bad login or password''
could indicate the username/password for JTAPI provider does not match in UCCX and CUCM. Please ensure that they match.

 For all other error descriptions, please collect the necessary logs and escalate to IPCBU JTAPI team.
|-
! '''Release'''
| Release 8.0(1) and Release 7.0(1)
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Codec support issues

2010-01-30T01:26:47Z

Srib: /* Codec support issues */

== Codec support issues ==

{| border="1"
|-
! '''Problem Summary'''
| Codec support issues - issues with calls failing during media setup or VOIP monitor will not work.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| Codec mismatch.
|-
! '''Recommended Action'''
| Codecs supported by Unified CCX are G.711 and G.729. G.722 is not supported with Unified CCX. If there is a codec mismatch between the devices and there are no MTPs calls will fail. Solution is to either procure an MTP or change the codec to be in sync.
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Troubleshooting JTAPI CCN Exceptions

2010-01-30T01:26:03Z

Srib: /* Troubleshooting JTAPI CCN Exceptions */

== Troubleshooting JTAPI CCN Exceptions ==

{| border="1"
|-
! '''Problem Summary'''
| A JTAPI CCN Exceptions is seen in MIVR logs during call processing. Most often this exception will be due to an issue in CTI/JTAPI and can be directly escalated to JTAPI/CTI teams without first escalating it to Unified CCX team. Below is a list of JTAPI/CTI exceptions that can be encountered during call processing and the possible resolutions for the same.
|-
! '''Error Message'''
| A JTAPI Exception was seen in MIVR logs.
|-
! '''Possible Cause'''
| A JTAPI Exception was seen in MIVR logs during call processing.
|-
! '''Recommended Action'''
| <ol>
Please check what the error code of the exception indicates and its the suggested resolution.
 A list of CTI error codes is also present at the end.

 '''CTIERR_UNSPECIFIED'''
 1. Description
 Unspecified error
 2. Causes
 This specifies any CTI error code that is not handled by JTAPI client. It could be a new CTI error that the JTAPI client is unaware of. It may also be that the JTAPI client being used is an old one.
 3. Resolutions
 Collect the MIVR logs, JTAPI trace and CTI Manager trace. This will help to detect what error code was received by JTAPI from CTI. To begin with, contact CCBU for further help if logs do not lead to root cause.

 '''CTIERR_TIMEOUT'''
 1. Description
 CTI request timed out for some reason.
 2. Causes
 This indicates that there was a timeout on one of the following:
- JTAPI sent a request to CTI
- CTI sent a request to JTAPI
This could also be due to timing or performance issue on the client side.
 3. Resolutions
 Collect the MIVR logs, JTAPI trace and CTI Manager trace and contact CCBU for further help if logs do not lead to root cause.

 '''CTIERR_ILLEGAL_HANDLE'''
 1. Description
 Handle is unknown to the system
 2. Causes
 Possible causes are:
When a call handle is no longer available.
When some feature that is needed is turned off by CCM.
When there are any performance issues on the client side.
 3. Resolutions
 Collect the MIVR logs, JTAPI trace and CTI Manager trace and contact CCBU for further help if logs do not lead to root cause.

 '''CTIERR_ILLEGAL_CALLSTATE'''
 1. Description
 Line is not in a legal state to invoke the command
 2. Causes
 An operation was performed on a call when the call was not in the correct state to handle it.
 3. Resolutions
 Collect the MIVR logs, JTAPI trace and CTI Manager trace and contact CCBU for further help if logs do not lead to root cause.

 '''CTIERR_TRANSFERFAILED_DESTINATION_UNALLOCATED'''
 1. Description
 Attempt to transfer to a directory number that is not registered
 2. Causes
 Try to set up transfer without specifying the transfer destination for blind transfer.
 3. Resolutions
 Check if the destination is valid.

 '''CTIERR_TRANSFERFAILED_DESTINATION_BUSY'''
 1. Description
 Attempt to transfer to a busy destination
 2. Causes
 Transfer to a busy destination
 3. Resolutions
 Check if destination was busy at that time and try to transfer again

 '''CTIERR_TRANSFERFAILED'''
 1. Description
 Transfer failed
 2. Causes
 Probable cause is one of the call legs was hung up or disconnected from the far end. The calling party may have hung up or media establishment could have failed
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace. Contact IPCBU for further help if logs do not lead to root cause..

 '''CTIERR_HOLDFAILED'''
 1. Description
 Hold was rejected by line control or call control
 2. Causes
 This indicates some problem on the CCM side. Could be related to timing or shared lines
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and CCM logs. Contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_RETRIEVEFAILED'''
 1. Description
 Retrieve was rejected by line control or call control
 2. Causes
 This indicates some problem on the CCM side. Could be related to timing or shared lines or media establishment.
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and CCM logs. Contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_ASSOCIATED_LINE_NOT_OPEN'''
 1. Description
 Command issued on a line that must be open
 2. Causes
 Mismatch between CTI manager and JTAPI. JTAPI thinks line is open when it is not. Normally, this should not happen.
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_REDIRECT_CALL_DOES_NOT_EXIST'''
 1. Description
 Attempt to redirect a call that does not exist or is no longer active
 2. Causes
 CCM lost the call. This could be because of a timing issue or performance issue or configuration issue. Could happen when supposing there are two JTAPI clients and if one of them redirects, the other gets this error.
 3. Resolutions
 Check the configuration to see if there is more than one JTAPI client. Collect the JTAPI trace and CTI Manager trace and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_REDIRECT_ERR'''
 1. Description
 Internal error returned from call control
 2. Causes
 Redirect failed from CCM. Could be because of media mismatch or location mismatch
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and CCM logs and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_REDIRECT_CALL_UNKNOWN_DESTINATION'''
 1. Description
 Attempt to redirect to an unknown destination
 2. Causes
 Destination may not be valid
 3. Resolutions
 Check if the destination is valid.

 '''CTIERR_REDIRECT_CALL_DIGIT_ANALYSIS_TIMEOUT'''
 1. Description
 Internal error returned from call control
 2. Causes
 This indicated some problem on the CCM side.
 3. Resolutions
 Collect CCM logs and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_REDIRECT_CALL_MEDIA_CONNECTION_FAILED'''
 1. Description
 Internal error returned from call control
 2. Causes
 Media couldn't be established
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and CCM logs and contact IPCBU for further help if logs do not lead to root cause..

 '''CTIERR_REDIRECT_CALL_ORIGINATOR_ABANDONED'''
 1. Description
 Far end hung up on the call being redirected
 2. Causes
 Far end hung up on the call being redirected
 3. Resolutions
 None

 '''CTIERR_REDIRECT_CALL_UNKNOWN_PARTY'''
 1. Description
 Internal error returned from call control
 2. Causes
 Call redirected to unknown destination
 3. Resolutions
 Check if the destination is valid.

 '''CTIERR_REDIRECT_CALL_INCOMPATIBLE_STATE'''
 1. Description
 Internal error returned from call control
 2. Causes
 This could be a problem on the CCM side
 3. Resolutions
 Collect CCM logs and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_REDIRECT_CALL_UNKNOWN_ERROR'''
 1. Description
 Internal error returned from call control
 2. Causes
 This could be a problem on the CCM side
 3. Resolutions
 Collect CCM logs and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_REDIRECT_CALL_DESTINATION_BUSY'''
 1. Description
 Redirect destination is busy
 2. Causes
 The redirect destination is busy.
 3. Resolutions
 Check if the destination was busy at that time and try again.

 '''CTIERR_REDIRECT_CALL_DESTINATION_OUT_OF_ORDER'''
 1. Description
 Redirect destination is out of order
 2. Causes
 Redirect destination is out of order
 3. Resolutions
 Check if the destination is out of order.

 '''CTIERR_TRANSFERFAILED_OUTSTANDING_TRANSFER'''
 1. Description
 Existing transfer is still in progress
 2. Causes
 Two applications issuing transfer at the same time. This shouldn't happen normally.
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and CCM logs and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_TRANSFERFAILED_CALLCONTROL_TIMEOUT'''
 1. Description
 Expected response from call control not received during a transfer
 2. Causes
 Timeout. Did not receive success or failure. This is a CTI error
 3. Resolutions
 Collect CTI Manager trace and CCM logs and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_CALLHANDLE_UNKNOWN_TO_LINECONTROL'''
 1. Description
 Attempt to redirect call that was unknown to line control
 2. Causes
 Line /device are not registered.
 3. Resolutions
 Check if line/device is registered

 '''CTIERR_INCOMPATIBLE_PROTOCOL_VERSION'''
 1. Description
 JTAPI and CTI versions are not compatible: CtiError Protocol version not supported
 2. Causes
 The JTAPI client and CTI may be incompatible.
 3. Resolutions
 Check for compatibility.

 '''CTIERR_PROVIDER_NOT_OPEN'''
 1. Description
 Device List incomplete or Device List query timeout or Query aborted
 2. Causes
 This could be an issue with the CTI manager.
 3. Resolutions
 Restart client and CTI manager.

 '''CTIERR_CFWDALL_DESTN_INVALID'''
 1. Description
 Attempt to CFWALL to invalid destination
 2. Causes
 The CFWALL destination may be invalid
 3. Resolutions
 Check the configuration to see if the Call-Forward-All destination is valid.

 '''CTIERR_DEVICE_OUT_OF_SERVICE'''
 1. Description
 Device is out of service
 2. Causes
 Phone or line is out of service
 3. Resolutions
 Check if the device is out of service.

 '''CTIERR_ILLEGAL_DEVICE_TYPE'''
 1. Description
 Illegal Device Type
 2. Causes
 Certain special operations can be performed on certain devices only
 3. Resolutions
 None

 '''CTIERR_CALL_REQUEST_ALREADY_OUTSTANDING'''
 1. Description
 Call Request already outstanding
 2. Causes
 Attempt to redirect when redirect is already in progress or try to record/monitor while recording or monitoring session already requested by application
 3. Resolutions
 Wait and try again.

 '''CTIERR_CONSULT_CALL_FAILURE'''
 1. Description
 Consult Call Failure
 2. Causes
 Consult failed during Transfer/Conference scenario
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and CCM logs to check why it failed and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_DEVICE_SHUTTING_DOWN'''
 1. Description
 Device Shutting Down
 2. Causes
 This may be a phone issue
 3. Resolutions
 None

 '''CTIERR_UNKNOWN_EXCEPTION'''
 1. Description
 CTI Unknown Exception
 2. Causes
 This could be an issue with CTI.
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and CCM logs and contact IPCBU for further help if logs do not lead to root cause..

 '''CTIERR_INVALID_LINE_HANDLE'''
 1. Description
 Attempt to do line operation on invalid line handle
 2. Causes
 This could be because of some mismatch in JTAPI and CTI.
 3. Resolutions
 Collect the JTAPI trace and CTI Manager trace and CCM logs and contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_OPERATION_NOT_ALLOWED'''
 1. Description
 Operation not allowed
 2. Causes
 The operation is not allowed on the line or the call. One of example is no feature allowed for Intercom call. You can not conference, transfer or redirect an Intercom call.
 3. Resolutions
 Do not issue the unsupported request

 '''CTIERR_MEDIA_CAPABILITY_MISMATCH'''
 1. Description
 Device registration failed as device capability does not match with current device registration
 2. Causes
 This typically happens for dynamic media termination when second application tries to register device with different media capability.
 3. Resolutions
 Provide same capability that first application registered with.

 '''CTIERR_LINE_OUT_OF_SERVICE'''
 1. Description
 Line out of service
 2. Causes
 Could be due to device reset
 3. Resolutions
 Wait for device/line to come in service

 '''CTIERR_MAXCALL_LIMIT_REACHED'''
 1. Description
 Max number of allowed calls configured on the line has been reached.
 2. Causes
 Try to make call when there is already maximum calls available on the line
 3. Resolutions
 Wait until number of calls gets reduced.

 '''CTIERR_REDIRECT_CALL_DOES_NOT_EXIST'''
 1. Description
 The original call does not exist during redirect operation
 2. Causes
 Original call dropped
 3. Resolutions
 Check JTAPI/CTI/CCM log, and see why original call dropped. It could be original call dropped normally, or could be some issue where call was not accepted promptly before redirect. Contact IPCBU for further help if logs do not lead to root cause.

 '''CTIERR_PROVIDER_ALREADY_OPEN'''
 1. Description
 Attempt to reopen a provider
 2. Causes
 The provide is already open
 3. Resolutions
 Do not reopen the same provider

 
 '''List of CTI Error Codes'''
 TIMEOUT = 0x8CCC0001
 NO_ACTIVE_DEVICE_FOR_THIRDPARTY = 0x8CCC0002
 EXISTING_FIRSTPARTY = 0x8CCC0003
 ILLEGAL_HANDLE = 0x8CCC0004
 UNDEFINED_LINE = 0x8CCC0005
 ILLEGAL_CALLINGPARTY = 0x8CCC0006
 CALL_ALREADY_EXISTS = 0x8CCC0007
 LINECONTROL_FAILURE = 0x8CCC0008
 ILLEGAL_CALLSTATE = 0x8CCC0009
 CALLHANDLE_NOTINCOMINGCALL = 0x8CCC000A
 TRANSFERFAILED_DESTINATION_UNALLOCATED = 0x8CCC000B
 TRANSFERFAILED_DESTINATION_BUSY = 0x8CCC000D
 TRANSFERFAILED = 0x8CCC000E
 HOLDFAILED = 0x8CCC000F
 RETRIEVEFAILED = 0x8CCC0011
 DB_NO_MORE_DEVICES = 0x8CCC0012
 DEVICE_ALREADY_REGISTERED = 0x8CCC0013
 DB_ILLEGAL_DEVICE_TYPE = 0x8CCC0014
 DB_ERROR = 0x8CCC0015
 CANNOT_TERMINATE_MEDIA_ON_PHONE = 0x8CCC0016
 CTIERR_CALL_MANAGER_NOT_AVAILABLE = 0x8CCC0017
 CTIERR_ACCESS_TO_DEVICE_DENIED = 0x8CCC0018
 UNKNOWN_GLOBAL_CALL_HANDLE = 0x8CCC0019
 DEVICE_NOT_OPEN = 0x8CCC001A
 ASSOCIATED_LINE_NOT_OPEN = 0x8CCC001B
 SSAPI_NOT_REGISTERED = 0x8CCC001C
 REDIRECT_CALL_DOES_NOT_EXIST = 0x8CCC001D
 DEVICE_NOT_REGISTERED = 0x8CCC001E
 DATA_SIZE_LIMIT_EXCEEDED = 0x8CCC001F
 INVALID_RING_OPTION = 0x8CCC0020
 CTIERR_APP_SOFTKEYS_ALREADY_CONTROLLED = 0x8CCC0021
 CTIERR_INVALID_DEVICE_NAME = 0x8CCC0022
 CTIERR_INFORMATION_NOT_AVAILABLE = 0x8CCC0023
 CTIERR_MEDIA_RESOURCE_NAME_SIZE_EXCEEDED = 0x8CCC0024
 CTIERR_APPLICATION_DATA_SIZE_EXCEEDED = 0x8CCC0025
 CTIERR_INVALID_MEDIA_DEVICE = 0x8CCC0026
 CTIERR_CLOSE_DELAY_NOT_SUPPORTED_WITH_REG_TYPE = 0x8CCC0027
 REDIRECT_CALLINFO_ERR = 0x8CCC0030
 REDIRECT_ERR = 0x8CCC0031
 REDIRECT_CALL_CALL_TABLE_FULL = 0x8CCC0032
 REDIRECT_CALL_PROTOCOL_ERROR = 0x8CCC0033
 REDIRECT_CALL_UNKNOWN_DESTINATION = 0x8CCC0034
 REDIRECT_CALL_DIGIT_ANALYSIS_TIMEOUT = 0x8CCC0035
 REDIRECT_CALL_MEDIA_CONNECTION_FAILED = 0x8CCC0036
 REDIRECT_CALL_PARTY_TABLE_FULL = 0x8CCC0037
 REDIRECT_CALL_ORIGINATOR_ABANDONED = 0x8CCC0038
 REDIRECT_CALL_UNKNOWN_PARTY = 0x8CCC0039
 REDIRECT_CALL_INCOMPATIBLE_STATE = 0x8CCC003A
 REDIRECT_CALL_PENDING_REDIRECT_TRANSACTION = 0x8CCC003B
 REDIRECT_CALL_UNKNOWN_ERROR = 0x8CCC003C
 REDIRECT_CALL_NORMAL_CLEARING = 0x8CCC003D
 REDIRECT_CALL_UNRECOGNIZED_MANAGER = 0x8CCC003E
 REDIRECT_CALL_DESTINATION_BUSY = 0x8CCC003F
 REDIRECT_CALL_DESTINATION_OUT_OF_ORDER = 0x8CCC0040
 CANNOT_OPEN_DEVICE = 0x8CCC0041
 TRANSFERFAILED_OUTSTANDING_TRANSFER = 0x8CCC0042
 TRANSFERFAILED_CALLCONTROL_TIMEOUT = 0x8CCC0043
 CALLHANDLE_UNKNOWN_TO_LINECONTROL = 0x8CCC0044
 OPERATION_NOT_AVAILABLE_IN_CURRENT_STATE = 0x8CCC0045
 CONFERENCE_FULL = 0x8CCC0046
 MAX_NUMBER_OF_CTI_CONNECTIONS_REACHED = 0x8CCC0047
 CTIERR_CONSULTCALL_ALREADY_OUTSTANDING = 0x8CCC0048
 CTIERR_NO_CONFERENCE_BRIDGE = 0x8CCC0049
 TEMPORARY_FAILURE = 0x8CCC004F
 INCOMPATIBLE_PROTOCOL_VERSION = 0x8CCC0050
 UNRECOGNIZABLE_PDU = 0x8CCC0051
 ILLEGAL_MESSAGE_FORMAT = 0x8CCC0052
 CTIERR_INCOMPATIBLE_AUTOINSTALL_PROTOCOL_VERSION = 0x8CCC0053
 CTIERR_INVALID_MESSAGE_LENGTH = 0x8CCC0054
 CTIERR_INVALID_MESSAGE_HEADER_INFO = 0x8CCC0055
 CTIERR_MESSAGE_TOO_BIG = 0x8CCC0056
 DIRECTORY_TEMPORARY_UNAVAILABLE = 0x8CCC005E
 DIRECTORY_LOGIN_NOT_ALLOWED = 0x8CCC005F
 DIRECTORY_LOGIN_FAILED = 0x8CCC0060
 PROVIDER_NOT_OPEN = 0x8CCC0061
 PROVIDER_ALREADY_OPEN = 0x8CCC0062
 NOT_INITIALIZED = 0x8CCC0063
 CLUSTER_LINK_FAILURE = 0x8CCC0064
 LINE_INFO_DOES_NOT_EXIST = 0x8CCC0065
 DIGIT_GENERATION_ALREADY_IN_PROGRESS = 0x8CCC0066
 DIGIT_GENERATION_WRONG_CALL_HANDLE = 0x8CCC0067
 DIGIT_GENERATION_WRONG_CALL_STATE = 0x8CCC0068
 DIGIT_GENERATION_CALLSTATE_CHANGED = 0x8CCC0069
 RETRIEVEFAILED_ACTIVE_CALL_ON_LINE = 0x8CCC0070
 INVALID_LINE_HANDLE = 0x8CCC0071
 LINE_NOT_PRIMARY = 0x8CCC0072
 CFWDALL_ALREADY_SET = 0x8CCC0073
 CFWDALL_DESTN_INVALID = 0x8CCC0074
 CFWDALL_ALREADY_OFF = 0x8CCC0075
 DEVICE_OUT_OF_SERVICE = 0x8CCC0077
 MSGWAITING_DESTN_INVALID = 0x8CCC0078
 DARES_INVALID_REQ_TYPE = 0x8CCC0079
 CONFERENCE_FAILED = 0x8CCC007A
 CONFERENCE_INVALID_PARTICIPANT = 0x8CCC007B
 CONFERENCE_ALREADY_PRESENT = 0x8CCC007C
 CONFERENCE_INACTIVE = 0x8CCC007D
 TRANSFER_INACTIVE = 0x8CCC007E
 CTIERR_REGISTER_FEATURE_ACTIVATION_FAILED = 0x8CCC007F
 CTIERR_UNSUPPORTED_CALL_PARK_TYPE = 0x8CCC0080
 CTIERR_CALL_UNPARK_FAILED = 0x8CCC0081
 CTIERR_INVALID_PARK_DN = 0x8CCC0082
 CTIERR_INVALID_PARK_REGISTRATION_HANDLE = 0x8CCC0083
 CTIERR_INVALID_MONITOR_DN_TYPE = 0x8CCC0084
 CTIERR_CALL_PARK_NO_DN = 0x8CCC0085
 CTIERR_ILLEGAL_DEVICE_TYPE = 0x8CCC0086
 CTIERR_CALL_REQUEST_ALREADY_OUTSTANDING = 0x8CCC0087
 CTIERR_CONSULT_CALL_FAILURE = 0x8CCC0088
 CTIERR_FEATURE_ALREADY_REGISTERED = 0x8CCC0089
 CTIERR_STATION_SHUT_DOWN = 0x8CCC008A
 CTIERR_INTERNAL_FAILURE = 0x8CCC0090
 CTIERR_MEDIAREGISTRATIONTYPE_DO_NOT_MATCH = 0x8CCC0091
 CTIERR_OPERATION_FAILED_QUIETCLEAR = 0x8CCC0092
 CTIERR_FEATURE_DATA_REJECT = 0x8CCC0093
 CTIERR_PRIMARY_CALL_DROPPED = 0x8CCC0094
 CTIERR_INVALID_DTMFDIGITS = 0x8CCC0097
 CTIERR_INCORRECT_MEDIA_CAPABILITY = 0x8CCC0098
 COMMAND_NOT_IMPLEMENTED_ON_DEVICE = 0x8CCC0099
 CTIERR_DEVICE_SHUTTING_DOWN = 0x8CCC009A
 CTIERR_INVALID_MEDIA_RESOURCE_ID = 0x8CCC009B
 CTIERR_UNKNOWN_EXCEPTION = 0x8CCC009C
 CTIERR_OPERATION_NOT_ALLOWED = 0x8CCC009D
 CTIERR_INVALID_MEDIA_PARAMETER = 0x8CCC009E
 CTIERR_MEDIA_CAPABILITY_MISMATCH = 0x8CCC009F
 CTIERR_DEVICE_ALREADY_OPENED = 0x8CCC00A0
 CTIERR_DEVICE_NOT_OPENED_YET = 0x8CCC00A1
 CTIERR_MEDIA_ALREADY_TERMINATED_NONE = 0x8CCC00A2
 CTIERR_MEDIA_ALREADY_TERMINATED_STATIC = 0x8CCC00A3
 CTIERR_MEDIA_ALREADY_TERMINATED_DYNAMIC = 0x8CCC00A4
 CTIERR_OWNER_NOT_ALIVE = 0x8CCC00A5
 CTIERR_RESOURCE_NOT_AVAILABLE = 0x8CCC00B0
 CTIERR_CONFERENCE_ALREADY_EXISTED = 0x8CCC00B1
 CTIERR_CONFERENCE_NOT_EXISTED = 0x8CCC00B2
 CTIERR_CALL_NOT_EXISTED = 0x8CCC00B3
 CTIERR_INVALID_PARAMETER = 0x8CCC00B4
 CTIERR_MORE_ACTIVE_CALLS_THAN_RESERVED = 0x8CCC00B5
 CTIERR_INVALID_RESOURCE_TYPE = 0x8CCC00B6
 CTIERR_DUPLICATE_CALL_REFERENCE = 0x8CCC00B7
 CTIERR_NOT_PRESERVED_CALL = 0x8CCC00B8
 CTIERR_NO_EXISTING_CONFERENCE = 0x8CCC00B9
 CTIERR_NO_RESPONSE_FROM_MP = 0x8CCC00BA
 CTIERR_SYSTEM_ERROR = 0x8CCC00BB
 CTIERR_REGISTER_FEATURE_PROVIDER_NOT_REGISTERED = 0x8CCC00BC
 CTIERR_REGISTER_FEATURE_APP_ALREADY_REGISTERED = 0x8CCC00BD
 CTIERR_PENDING_ACCEPT_OR_ANSWER_REQUEST = 0x8CCC00C0
 CTIERR_INVALID_MEDIA_PROCESS = 0x8CCC00C1
 CTIERR_CAPABILITIES_DO_NOT_MATCH = 0x8CCC00C2
 CTIERR_DEVICE_OWNER_ALIVE_TIMER_STARTED = 0x8CCC00C3
 CTIERR_MAXCALL_LIMIT_REACHED = 0x8CCC00C4
 CTIERR_CTIHANDLER_PROCESS_CREATION_FAILED = 0x8CCC00C5
 CTIERR_REDIRECT_UNAUTHORIZED_COMMAND_USAGE = 0x8CCC00C7
 CTIERR_NO_EXISTING_CALLS = 0x8CCC00C8
 CTIERR_FAC_CMC_REASON_FAC_NEEDED = 0x8CCC00CA
 CTIERR_FAC_CMC_REASON_CMC_NEEDED = 0x8CCC00CB
 CTIERR_FAC_CMC_REASON_FAC_CMC_NEEDED = 0x8CCC00CC
 CTIERR_FAC_CMC_REASON_FAC_INVALID = 0x8CCC00CD
 CTIERR_FAC_CMC_REASON_CMC_INVALID = 0x8CCC00CE
 CTIERR_PATH_REPLACEMENT_INPROGRESS = 0x8CCC00CF
 PROVIDER_CLOSED = 0xDEADBEEF
 PROTOCOL_TIMEOUT = 0xBEEFBEEF
 SERVER_SHUTDOWN = 0x8DDD0001
 UNSPECIFIED_ERROR = 0x8DDD0002
 HANDLE_ALREADY_OPEN = 0x8DDD0003
 INVALID_HANDLE = 0x8DDD0004
 INVALID_REQUEST = 0x8DDD0005
 DESTINATION_UNKNOWN = 0x8EEE0001
 DESTINATION_BUSY = 0x8EEE0002
 INVALID_PARAMETER = 0x90000000
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Call aborted due to WFMaxExecutedStepsExceededException

2010-01-30T01:24:55Z

Srib: /* Call aborted due to WFMaxExecutedStepsExceededException */

== Call aborted due to WFMaxExecutedStepsExceededException ==

{| border="1"
|-
! '''Problem Summary'''
| The script could be in an infinite loop and so after 1000 steps are executed, the call is aborted.
|-
! '''Error Message'''
| MIVR-APP_MGR-3-EXCEPTION:com.cisco.wfframework.obj.WFMaxExecutedStepsExceededException:
No. of executed steps: 1000
|-
! '''Possible Cause'''
| The script logic is incorrect and so the call got into an infinite loop
|-
! '''Recommended Action'''
| <ol>
ENG debugs are very essential to troubleshoot these issues.
With ENG debugs turned on, you can see the steps executed for a task like 'Execute step of task:' in the logs.
Loops will be evident from the ENG debugs.
Check the script logic and ensure that there are no infinite loops for the call. Modify the script.

485: Mar 20 09:19:58.968 IST %MIVR-APP_MGR-3-TASK_ABORTED:Application task
aborted: Application=App[name=BOI,type=Cisco Script
Application,id=0,desc=BOI,enabled=true,max=12,valid=true,optional=[cfgVars=[Lcom.cisco.wfapi.util.WFNameValuePair;@616483,script=BOI-Custom-Prompts.aef,last.modified=1176437737812]],Application
Port,id=4,implId=606,active=true,state=IN_USE],aborting=false,transferring=false,disconnecting=false]],Task
id=187,000,000,010,Task Class=class
com.cisco.app.impl.WFWorkflowAppDebugTaskWrapper,Exception=com.cisco.wfframework.obj.WFMaxExecutedStepsExceededException:
No. of executed steps: 1000

</ol>

|-
! '''Release'''
| Release 7.0(1) Onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Transfer success is false

2010-01-30T01:24:16Z

Srib: /* Transfer success is false */

== Transfer success is false ==

{| border="1"
|-
! '''Problem Summary'''
| When UCCX transfers the call to an agent, the transfer success in the CiscoTransferEndEv may be false.
|-
! '''Error Message'''
| 21470298: Jan 18 15:20:42.544 EST %MIVR-SS_TEL-7-UNK:CallID:21589 MediaId:751787/2 Task:23000050667, got TransferEnd event, finalCall: (P1-ipcc-jtapi_1) GCID=(2,751787)->INVALID, consultCall: (P1-ipcc-jtapi_1) GCID=(2,751787)->INVALID, success: false, transferStart: false

|-
! '''Possible Cause'''
| If transfer success: false, then there may have been some issue in CTI/JTAPI due to which transfer to the agent was not successful
|-
! '''Recommended Action'''
| <ol>
Escalate to IPCBU JTAPI team with relevant logs to understand the cause of transfer failure
</ol>

|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Transfer does not receive CiscoTransferEndEv

2010-01-30T01:22:01Z

Srib: /* Transfer does not receive CiscoTransferEndEv */

== Transfer does not receive CiscoTransferEndEv ==

{| border="1"
|-
! '''Problem Summary'''
| Sometimes we see that UCCX receives CiscoTransferStartEv but it does not receive CiscoTransferEndEv.
|-
! '''Error Message'''
| MIVR-SS_TEL-7-UNK:CallID:57612 MediaId:1386213/11 Task:28000067930 waiting for consultative transfer or conference to finish before answering call
|-
! '''Possible Cause'''
| Issue in JTAPI/CTI layer.
|-
! '''Recommended Action'''
| <ol>
Escalate to IPCBU JTAPI team with all relevant logs.
 30020351: Dec 21 17:56:47.845 EDT %MIVR-SS_TEL-7-UNK:CallID:57612 MediaId:1386213/11 Task:28000067930 did not get CALL ENDED event within 5000 milliseconds : Exception=com.cisco.util.msgq.MsgQTimeoutException
 30020474: Dec 21 17:56:47.845 EDT %MIVR-SS_TEL-7-UNK:CallID:57612 MediaId:1386213/11 Task:28000067930 waiting for consultative transfer or conference to finish before answering call, transferStart=true, conferenceStart=false, termConnState=6, disconnected=false, transferCheckCount=1
 30020484: Dec 21 17:56:52.845 EDT %MIVR-SS_TEL-7-UNK:CallID:57612 MediaId:1386213/11 Task:28000067930 did not get TRANSFER_END nor CONF_END event
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Could not meet post conditions of call.transfer

2010-01-30T01:21:22Z

Srib: /* Could not meet post conditions of call.transfer */

== Could not meet post conditions of call.transfer ==

{| border="1"
|-
! '''Problem Summary'''
| Even after CiscoTransferEndEv is received for consult transfer to agent, we notice that transfer fails with a JTAPI extension.
|-
! '''Error Message'''
| Exception=com.cisco.jtapi.PlatformExceptionImpl: Could not meet post conditions of call.transfer(
|-
! '''Possible Cause'''
| Issue in JTAPI/CTI layer.
|-
! '''Recommended Action'''
| <ol>
Escalate to IPCBU JTAPI team with all relevant logs.
 5631179: Apr 22 15:32:51.482 GMT+530 %MIVR-SS_TEL-7-UNK:CallID:133 MediaId:3129130/1 Task:29000000558, transfer(7000, consultCall)
 5631569: Apr 22 15:32:51.544 GMT+530 %MIVR-SS_RM-7-UNK:processCiscoTransferEndEv: received CiscoTransferEndEv for Original CallId 19906346[3129130/1]
 5632770: Apr 22 15:33:06.498 GMT+530 %MIVR-SS_TEL-3-CONSULT_FAILED:Consult failed: All Call ids=CallID:133 MediaId:3129130/1 Task:29000000558,Extension=7000,Exception=com.cisco.jtapi.PlatformExceptionImpl: Could not meet post conditions of call.transfer(),Failure reason=transfer gets error CTIERR_UNSPECIFIED=0x0::Unspecified error
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

RESOURCE FORWARDING

2010-01-30T01:20:45Z

Srib: /* RESOURCE FORWARDING */

== RESOURCE FORWARDING ==

{| border="1"
|-
! '''Problem Summary'''
| Transfer failed because of RESOURCE FORWARDING.
|-
! '''Error Message'''
| Call.transferFailed(5555210002, RESOURCE_FORWARDING)
|-
! '''Possible Cause'''
| Call forward set on agent extension
|-
! '''Recommended Action'''
| <ol>
Call forward setting on agent extension is not supported. All call forward settings on agent devices should be removed.
 
 26386218: Dec 14 18:30:05.824 EDT %MIVR-SS_TEL-7-UNK:CallID:50904 MediaId:1359274/11 Task:28000060179, ConsultCallObserver RINGING
 26386314: Dec 14 18:30:21.840 EDT %MIVR-SS_TEL-7-UNK:CallID:50904 MediaId:1359274/11 Task:28000060179, ConsultCallObserver CREATED, new dest: 7036824980, resource=User[type=Call Manager User,id=rgraham-vcc,authenticated=true]
 26386315: Dec 14 18:30:21.840 EDT %MIVR-SS_TEL-7-UNK:CallID:50904 MediaId:1359274/11 Task:28000060179, ConsultCallObserver FORWARDED, dest: 7036824980
 26386335: Dec 14 18:30:21.840 EDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(5555210002, RESOURCE_FORWARDING) JTAPICallContact[id=50904,implId=1359274/11,state=STATE_ANSWERED_IDX,inbound=true,App
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

RESOURCE NOT ACKNOWLEDGING

2010-01-30T01:20:12Z

Srib: /* RESOURCE NOT ACKNOWLEDGING */

== RESOURCE NOT ACKNOWLEDGING ==

{| border="1"
|-
! '''Problem Summary'''
| Here's how we identify an RNA scenario. After we see a RINGING for consult call, we do not see TALKING for the consult call. Instead we see the below error message.
|-
! '''Error Message'''
| Call.transferFailed(7954, RESOURCE_NOT_ACKNOWLEDGING)
|-
! '''Possible Cause'''
| The agent did not answer the call
|-
! '''Recommended Action'''
| <ol>
None.
 
 115894023: Jan 20 10:02:02.529 GMT %MIVR-SS_TEL-7-UNK:CallID:35487 MediaId:364180/3 Task:132000639892, ConsultCallObserver RINGING
 115896785: Jan 20 10:02:12.483 GMT %MIVR-SS_TEL-7-UNK:CallID:35487 MediaId:364180/3 Task:132000639892, ConsultCallObserver() has timed out peeking from msgQ
 115896786: Jan 20 10:02:12.514 GMT %MIVR-SS_TEL-7-UNK:CallID:35487 MediaId:364180/3 Task:132000639892, consult transfer() gets com.cisco.util.msgq.MsgQTimeoutException
 115896818: Jan 20 10:02:12.514 GMT %MIVR-SS_TEL-7-UNK:Call.transferFailed(7954, RESOURCE_NOT_ACKNOWLEDGING) JTAPICallContact[id=35487,implId=364180/3,state=STATE_ANSWERED_IDX,inbound=true,App name=ASC02,task=132000639892,session=162000318035,seq

</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Consult call fails with RESOURCE BUSY

2010-01-30T01:19:33Z

Srib: /* RESOURCE BUSY */

== RESOURCE BUSY ==

{| border="1"
|-
! '''Problem Summary'''
| Sometimes transfer to the agent fails with RESOURCE_BUSY. We may sometimes see the agent toggling between reserved and ready due to this.
|-
! '''Error Message'''
| Call.transferFailed(1041, RESOURCE_BUSY)
|-
! '''Possible Cause'''
| Ideally this should never happen as Unified CCX only finds free agents and routes calls to them.
 But this could happen if for some reason a call is stuck on the agent's phone from JTAPI/CTI perspective.
 Max call setting on agent extension is 1. So if a call is stuck on the agent phone then the next call which Unified CCX tries to send to the agent from the queue will fail with RESOURCE_BUSY
|-
! '''Recommended Action'''
| <ol>
The best way to troubleshoot such issues is to find the last call that was successfully transfered to this agent and trace the flow to see if the call ended properly.
 If there were any JTAPI exception in that previous call then this case can be escalated to IPCBU JTAPI team.
 But sometimes, the previous call may have been cleaned up by RmCm cleanup thread for some reason. In such cases, this can be escalated to Unified CCX ICD team. Or if analysing the previous call turns too hard then this case can be escalated to Unified CCX ICD team so that the experts can take a look.
 
 554624: Apr 21 14:22:54.499 IST %MIVR-SS_TEL-7-UNK:CallID:94 MediaId:3128427/1 Task:53000000380, transfer(1041, 10000, ACKNOWLEDGED)
 554690: Apr 21 14:22:54.530 IST %MIVR-SS_TEL-7-UNK:Call.transferFailed(1041, RESOURCE_BUSY) JTAPICallContact[id=94,type=Cisco JTAPI Call,implId=3128427/1,active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=GT,type=Cisco Script
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

JTAPI Exception during redirect, accept, answer, transfer request

2010-01-30T01:18:37Z

Srib: /* JTAPI Exception during redirect, accept, answer, transfer request */

== JTAPI Exception during redirect, accept, answer, transfer request ==

{| border="1"
|-
! '''Problem Summary'''
| An exception was thrown by JTAPI for a call control request from Unified CCX like redirect, accept, answer, transfer etc.
|-
! '''Error Message'''
| CCNException printed in MIVR logs and JTAPI client traces
|-
! '''Possible Cause'''
| The exception is thrown from JTAPI or CTI layer as the operation requested by Unified CCX could not be performed.
|-
! '''Recommended Action'''
| <ol>
<li>In most cases, the exception would be due to an issue in JTAPI or CTI layer.
<li>Find the error code for the exception from the MIVR logs and check the resolution for this cause code here: http://docwiki-dev.cisco.com/wiki/Troubleshooting_JTAPI_CCN_Exceptions.
 Check if the resolution can fix the problem
<li>Enable and collect all the required traces as mentioned in: '''"Tracing"''' section of http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Cisco_Unified_Communications_Manager_Telephony_subsystem
<li>The issue can be directly escalated to IPCBU JTAPI team most of the times
</ol>
 
'''For Example:'''
 '''Exception during transfer completion'''
 4682 70982379: Dec 21 10:13:42.789 CET %MIVR-SS_TEL-7-UNK:CallID:51909 MediaId:2483706/2 Task:49000069216, ConsultCallObserver RINGING
 70982915: Dec 21 10:13:48.195 CET %MIVR-SS_TEL-7-UNK:CallID:51909 MediaId:2483706/2 Task:49000069216, Consult received Call TALKING, it's in correct state to transfer
 70982919: Dec 21 10:13:48.195 CET %MIVR-SS_TEL-7-UNK:CallID:51909 MediaId:2483706/2 Task:49000069216, transfer(1404, consultCall)
 70982921: Dec 21 10:13:48.211 CET %MIVR-SS_TEL-3-CONSULT_FAILED:Consult failed: All Call ids=CallID:51909 MediaId:2483706/2 Task:49000069216,Extension=1404,Exception=com.cisco.jtapi.PlatformExceptionImpl: Transfer failed. ,Failure reason=Transfer Violates Logical Partitioning Policy. Aborting '''CallCTIERR_TRANSFERFAILED'''=0x8ccc000e::Transfer failed (probable cause is one of the call legs was hung up or disconnected from the far end) '''- In this case the exception is self explanatory. If the exception or the reason is not so clear then escalate to IPCBU JTAPI team with all relevant logs'''
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Call fails with CallCtlConnFailed event

2010-01-30T01:13:02Z

Srib: /* Call fails with CallCtlConnFailed event */

== Call fails with CallCtlConnFailed event ==

{| border="1"
|-
! '''Problem Summary'''
| Call receives CallCtlConnFailed event. Unified CCX drops the call only when CallCtlConnFailedEv is received with certain cause codes like: 203 (CAUSE_BUSY), 103 (CAUSE_DEST_NOT_OBTAINABLE)
 For most other cause codes, Unified CCX does not recognize the failure and will continue to process the call. This will lead to other failures as all operations on this call are now invalid as the call has actually failed though Unified CCX did not recognize the failure.
|-
! '''Error Message'''
| Cisco001MIVR010[1].log.txt 3085 36745440: Jan 05 12:14:30.424 EDT %MIVR-SS_TEL-7-UNK:CallID:2311 MediaId:1759881/3 Task:28000079448, CallCtlConnFailed, Inbound call, callctl cause:101, [777044:Internal/(P1-jtapiuser_1) GCID=(3,1759881)->ACTIVE]->FAILED

|-
! '''Possible Cause'''
| Some issue in JTAPI / CTI that lead to the failure of the call.
|-
! '''Recommended Action'''
| <ol>
<li>Find the cause code for the CallCtlConnFailed from the MIVR/JTAPI client logs
<li>The description of the cause code can be found under '''Cause Codes''' section at the link: http://docwiki-dev.cisco.com/wiki/Common_Cause_Codes_and_Meta_Codes_in_JTAPI
<li>With all the relevant logs, escalate this to IPCBU JTAPI team
<li>Note that cause code 107 can but not necessarily indicate codec mismatch between caller and CTI port (http://docwiki-dev.cisco.com/wiki/Codec_Mismatch_between_Caller_and_CTI_Port)

 
Example:
 In this case, CallCtlConnFailed is received with cause 101. Unified CCX does not recognize this cause code and continues to process this call which leads to further errors.
 36745440: Jan 05 12:14:30.424 EDT %MIVR-SS_TEL-7-UNK:CallID:2311 MediaId:1759881/3 Task:28000079448, '''CallCtlConnFailed''', Inbound call, '''callctl cause:101''', [777044:Internal/(P1-jtapiuser_1) GCID=(3,1759881)->ACTIVE]->FAILED
 36745602: Jan 05 12:14:34.174 EDT %MIVR-SS_TEL-7-UNK:CallID:2311 MediaId:1759881/3 Task:28000079448, transfer(5555220004, 20000, ACKNOWLEDGED)
 36745621: Jan 05 12:14:34.174 EDT %MIVR-SS_TEL-3-CALL_CONTROL_INVAL_STATE:Invalid state for Call Control operation: All Call ids=CallID:2311 MediaId:1759881/3 Task:28000079448,Failure type for the CallControl error=CONSULT,Connection State=33,Failure reason=CTIERR_ILLEGAL_CALLSTATE=0x8ccc0009::Line is not in a legal state to invoke the command,Exception=com.cisco.jtapi.InvalidStateExceptionImpl: Call state not valid to initiate calls.
 36745645: Jan 05 12:14:34.174 EDT %MIVR-SS_TEL-7-UNK:Call.transferFailed(5555220004, UNKNOWN) JTAPICallContact[id=2311,implId=1759881/3,state=STATE_ANSWERED_IDX,inbound=true,App name=HOTLINE_QUEUE,task=28000079448,session=34000047642,seq num=1,cn=5556667102,dn=5556667102,cgn=7327708728,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5556667102,route=RP[num=5556667102],TP=777044]

</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Codec Mismatch between Caller and CTI Port

2010-01-30T01:12:18Z

Srib: /* Codec Mismatch between Caller and CTI Port */

== Codec Mismatch between Caller and CTI Port ==

{| border="1"
|-
! '''Problem Summary'''
| As soon as the call is answered at the CTI port, CallCtlConnFailed event with cause 107 is received and media events are not received. Hence call is aborted.
|-
! '''Error Message'''
| 485624: Sep 25 12:29:14.958 EEST %MIVR-SS_TEL-7-UNK:CallID:763 MediaId:48650/1 Task:21000000978, CallCtlConnFailed, Inbound call, callctl cause:107, [5519:VZD_CC/(P1-CTIAdmin_1) GCID=(1,48650)->ACTIVE]->FAILED
 485762: Sep 25 12:29:19.801 EEST %MIVR-SS_TEL-3-WAIT_FOR_CALL_AND_MEDIA_ACTIVE_FAILED:Waiting for call and media active failed: All Call ids=CallID:763 MediaId:48650/1 Task:21000000978,Time Lapse=5000

|-
! '''Possible Cause'''
| Codec mismatch between caller end and CTI Port
|-
! '''Recommended Action'''
| <ol>
Check for possible codec mismatch between caller end and the CTI port.
 485538: Sep 25 12:29:14.645 EEST %MIVR-SS_TEL-7-UNK:Route Connection=[1613:VZD_CC/(P1-CTIAdmin_1) GCID=(1,48650)->ACTIVE]->OFFERED, reason=1, Event= CallCtlConnOfferedEv, cause=100, metacode=129, isMaster=true
 485546: Sep 25 12:29:14.645 EEST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=763,type=Cisco JTAPI Call,implId=48650/1,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=ZvanuCentrs,type=Cisco Script Application,id=1,desc=ZvanuCentrs,enabled=true,max=30,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Fri Sep 18 15:26:45 EEST 2009,
 485600: Sep 25 12:29:14.801 EEST %MIVR-SS_TEL-7-UNK:Call.answered() JTAPICallContact[id=763,type=Cisco JTAPI Call,implId=48650/1,active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=ZvanuCentrs,type=Cisco Script Application,id=1,desc=ZvanuCentrs,enabled=true,max=30,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Fri Sep 18 15:26:45 EEST 2009,
 485624: Sep 25 12:29:14.958 EEST %MIVR-SS_TEL-7-UNK:CallID:763 MediaId:48650/1 Task:21000000978, CallCtlConnFailed, Inbound call, callctl cause:107, [5519:VZD_CC/(P1-CTIAdmin_1) GCID=(1,48650)->ACTIVE]->FAILED
 485762: Sep 25 12:29:19.801 EEST %MIVR-SS_TEL-3-WAIT_FOR_CALL_AND_MEDIA_ACTIVE_FAILED:Waiting for call and media active failed: All Call ids=CallID:763 MediaId:48650/1 Task:21000000978,Time Lapse=5000
 485763: Sep 25 12:29:19.801 EEST %MIVR-APP_MGR-3-TASK_ABORTED:Application task aborted: Application=App[name=ZvanuCentrs,type=Cisco Script Application,id=1,desc=ZvanuCentrs,enabled=true,max=30,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Fri Sep 18 15:26:45 EEST 2009,recordId=50,desc=ZvanuCentrs,name=ZvanuCentrs,type=Cisco Script Application,id=1,enabled=true,sessions=30,script=SCRIPT[
 485861: Sep 25 12:29:19.833 EEST %MIVR-SS_TEL-7-UNK:Call.aborted() JTAPICallContact[id=763,type=Cisco JTAPI Call,implId=48650/1,active=false,state=CONTACT_ABORTED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=ZvanuCentrs,type=Cisco Script Application,id=1,desc=ZvanuCentrs,enabled=true,max=30,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=Fri Sep 18 15:26:45 EEST 200
 485864: Sep 25 12:29:19.833 EEST %MIVR-SS_RM-7-UNK:Processing msg: SessionTerminatedMsg (Rsrc:null ID:48650/1 Type:IAQ Cause:INVALID Abort Exception:com.cisco.app.ApplicationTaskInactiveException)

</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Media Setup Failure

2010-01-30T01:11:29Z

Srib: /* Call Aborted due to Media Setup Failure */

== Call Aborted due to Media Setup Failure ==

{| border="1"
|-
! '''Problem Summary'''
| Call aborted due to Media Setup Failure.
|-
! '''Error Message'''
| WAIT_FOR_CALL_AND_MEDIA_ACTIVE_FAILED:Waiting for call and media active failed
|-
! '''Possible Cause'''
| RTP events not received for the call after the call is answered
|-
! '''Recommended Action'''
| <ol>
Call can fail if the media is not setup properly after the call is answered at the CTI Port.
 Collect the necessary traces and escalate to IPCBU JTAPI team
 36957218: Jan 05 15:33:41.500 EDT %MIVR-SS_TEL-7-UNK:Route Connection=[5556662100:Internal/(P1-jtapiuser_1) GCID=(4,773392)->ACTIVE]->OFFERED, reason=5, Event= (P1-jtapiuser_1) 773392/4 CallCtlConnOfferedEv 5556662100:Internal [#4643532] Cause:100 CallCtlCause:0 CiscoCause:0 CiscoFeatureReason:5, cause=100, metacode=128, isMaster=true
 36957220: Jan 05 15:33:41.500 EDT %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=2935,implId=773392/4,state=STATE_RECEIVED_IDX,inbound=true,App name=Reseptionsist_Queue,task=null,session=null,seq num=-1,cn=5556662100,dn=5556662100,cgn=Unknown,ani=null,dnis=null,clid=null,atype=FORWARD_ALL,lrd=7032482100,ocn=7774082644314,route=RP[num=5556662100],TP=null
 36957223: Jan 05 15:33:41.500 EDT %MIVR-SS_TEL-7-UNK:Route Connection: [5556662100:Internal/(P1-jtapiuser_1) GCID=(4,773392)->ACTIVE]->OFFERED, CTI Port selected: TP[id=48,implId=777050,state=IN_USE]
 36957225: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:Call.associated() JTAPICallContact[id=2935,implId=773392/4,state=STATE_RECEIVED_IDX,inbound=true,App name=Reseptionsist_Queue,task=null,session=34000048054,seq num=0,cn=5556662100,dn=5556662100,cgn=Unknown,ani=null,dnis=null,clid=null,atype=FORWARD_ALL,lrd=7032482100,ocn=7774082644314,route=RP[num=5556662100],TP=777050]
 36957226: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:Route Connection: [5556662100:Internal/(P1-jtapiuser_1) GCID=(4,773392)->ACTIVE]->OFFERED has 2 current sessions active.
 36957227: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:CallID: 2935, MediaID: 773392/4 CallCtlConnOfferedEv received for CTI Port: 777050, lastRedirectedAddress: 5556662100
 36957228: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4 Got (P1-jtapiuser_1) 773392/4 CallObservationEndedEv [#4643559] Cause:100 CallCtlCause:0 CiscoCause:0 CiscoFeatureReason:12, events on the AddressCallObserver.
 36957229: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:CallID: 2935, MediaID: 773392/4 Accepting call for CTI Route Point: 5556662100 on CTI Port: 777050, ciscoCause=31
 36957230: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:Call.accepted() JTAPICallContact[id=2935,implId=773392/4,state=STATE_ACCEPTED_IDX,inbound=true,App name=Reseptionsist_Queue,task=null,session=34000048054,seq num=0,cn=5556662100,dn=5556662100,cgn=Unknown,ani=null,dnis=null,clid=null,atype=FORWARD_ALL,lrd=7032482100,ocn=7774082644314,route=RP[num=5556662100],TP=777050]
 36957231: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4, TerminalConnection to Terminal: CTI__777050 is RINGING, [777050:Internal/(P1-jtapiuser_1) GCID=(4,773392)->ACTIVE]->ALERTING
 36957232: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4 com.cisco.jtapi.CiscoTermInServiceEvImpl received
 36957233: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:RP[num=5556662100], conn=[5556662100:Internal/(P1-jtapiuser_1) GCID=(4,773392)->ACTIVE]->DISCONNECTED, event=(P1-jtapiuser_1) 773392/4 CallCtlConnDisconnectedEv 5556662100:Internal [#4643567] Cause:100 CallCtlCause:0 CiscoCause:0 CiscoFeatureReason:6, cause=CAUSE_NORMAL[100], meta=META_CALL_REMOVING_PARTY[131]
 36957237: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:Call.attributed() JTAPICallContact[id=2935,implId=773392/4,state=STATE_ATTRIBUTED_IDX,inbound=true,App name=Reseptionsist_Queue,task=null,session=34000048054,seq num=0,cn=5556662100,dn=5556662100,cgn=Unknown,ani=null,dnis=null,clid=null,atype=FORWARD_ALL,lrd=7032482100,ocn=7774082644314,route=RP[num=5556662100],TP=777050]
 36957238: Jan 05 15:33:41.719 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4 Task:28000080154 associated with Task ID: 28000080154
 36957279: Jan 05 15:33:41.781 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4 Task:28000080154, TerminalConnection to Terminal: CTI__777050 is ACTIVE
 36957283: Jan 05 15:33:41.781 EDT %MIVR-SS_TEL-7-UNK:Call.answered() JTAPICallContact[id=2935,implId=773392/4,state=STATE_ANSWERED_IDX,inbound=true,App name=Reseptionsist_Queue,task=28000080154,session=34000048054,seq num=0,cn=5556662100,dn=5556662100,cgn=Unknown,ani=null,dnis=null,clid=null,atype=FORWARD_ALL,lrd=7032482100,ocn=7774082644314,route=RP[num=5556662100],TP=777050]
 36957298: Jan 05 15:33:41.844 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4 Task:28000080154 com.cisco.jtapi.CiscoMediaOpenLogicalChannelEvImpl received
 36957299: Jan 05 15:33:41.844 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4 Task:28000080154 com.cisco.jtapi.CiscoRTPInputStartedEvImpl received
 36957313: Jan 05 15:33:46.844 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4 Task:28000080154 '''did not get RTPOutputStarted event, com.cisco.util.msgq.MsgQTimeoutException'''
 36957342: Jan 05 15:33:46.844 EDT %MIVR-SS_TEL-7-UNK:CallID:2935 MediaId:773392/4 Task:28000080154 Did not get RTP events.
 36957343: Jan 05 15:33:46.844 EDT %MIVR-SS_TEL-3-'''WAIT_FOR_CALL_AND_MEDIA_ACTIVE_FAILED:Waiting for call and media active failed''': All Call ids=CallID:2935 MediaId:773392/4 Task:28000080154,Time Lapse=5000

</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Invalid Script

2010-01-30T01:10:47Z

Srib: /* Failed to load script */

== Failed to load script ==

{| border="1"
|-
! '''Problem Summary'''
| Failed to load script.
|-
! '''Error Message'''
| 66911: Sep 23 11:12:28.220 CDT %MIVR-SS_TEL-3-UNABLE_PROCESS_CALL:Unable to process a call: All Call ids=CallID:197 MediaId:574756/2,Route Address=2231,The type of call process=TSC Sub Menu,Exception=com.cisco.app.InvalidApplicationException: '''failed to load script''';
|-
! '''Possible Cause'''
| The script was invalid or there was some error loading the script for this call
|-
! '''Recommended Action'''
| <ol>
Check the script
 Upload the script once again
 If the problem persists, escalate to Unified CCX Editor/Engine teams
 
'''An Example:'''

 66633: Sep 23 11:12:23.408 CDT %MIVR-SS_TEL-7-UNK:Call.accepted() JTAPICallContact[id=197,implId=574756/2,inbound=true,App name=TSC Sub Menu,task=null,session=25000000203,seq
 66634: Sep 23 11:12:23.408 CDT %MIVR-SS_TEL-7-UNK:CallID:197 MediaId:574756/2, TerminalConnection to Terminal: IPCC_8583 is RINGING, [8583/(P1-ipcc40jtapiuser_1_1_1_1) GCID=(2,574756)->ACTIVE]->ALERTING
 66635: Sep 23 11:12:23.408 CDT %MIVR-SS_TEL-7-UNK:CallID:197 MediaId:574756/2 com.cisco.jtapi.CiscoTermInServiceEvImpl received
 66911: Sep 23 11:12:28.220 CDT %MIVR-SS_TEL-3-UNABLE_PROCESS_CALL:Unable to process a call: All Call ids=CallID:197 MediaId:574756/2,Route Address=2231,The type of call process=TSC Sub Menu,Exception=com.cisco.app.InvalidApplicationException: failed to load script;
 67192: Sep 23 11:12:28.642 CDT %MIVR-SS_TEL-7-UNK:Call.transferring(UNRECOV_ERROR) JTAPICallContact
</ol>

|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

ApplicationMaxSessionsException

2010-01-30T01:10:11Z

Srib: /* ApplicationMaxSessionsException */

== ApplicationMaxSessionsException ==

{| border="1"
|-
! '''Problem Summary'''
| Call is aborted due to ApplicationMaxSessionsException.
|-
! '''Error Message'''
| MIVR-SS_TEL-3-UNABLE_PROCESS_CALL:Unable to process a call: All Call ids=CallID:6 MediaId:4349/1,Route Address=5758,The type of call process=icd,Exception=com.cisco.app.ApplicationMaxSessionsException: max of 45 reached for application 'icd'
|-
! '''Possible Cause'''
| The maximum sessions configured for an application are reached
|-
! '''Recommended Action'''
| <ol>
Increase the maximum sessions for the application to handle the incoming call load.
 
'''An example:'''
 805150: Jan 20 14:15:10.220 IST %MIVR-SS_TEL-7-UNK:Call.accepted() JTAPICallContact[id=6,type=Cisco JTAPI Call,implId=4349/1,Cisco001MIVR186.log 23002 805151: Jan 20 14:15:10.220 IST %MIVR-SS_TEL-7-UNK:CallID:6 MediaId:4349/1, TerminalConnection to Terminal: dec_456 is RINGING, [456::1/(P1-jtapi_srib42_dec_1) GCID=(1,4349)->ACTIVE]->ALERTING
 805152: Jan 20 14:15:10.221 IST %MIVR-SS_TEL-7-UNK:CallID:6 MediaId:4349/1 com.cisco.jtapi.CiscoTermInServiceEvImpl received
 805154: Jan 20 14:15:15.179 IST %MIVR-APP_MGR-3-UNABLE_INVOKE_APP:Unable to invoke application: Application=icd,Exception=com.cisco.app.ApplicationMaxSessionsException: max of 45 reached for application 'icd'
 805155: Jan 20 14:15:15.180 IST %MIVR-APP_MGR-3-EXCEPTION:com.cisco.app.ApplicationMaxSessionsException: max of 45 reached for application 'icd'
 805165: Jan 20 14:15:15.181 IST %MIVR-SS_TEL-3-UNABLE_PROCESS_CALL:Unable to process a call: All Call ids=CallID:6 MediaId:4349/1,Route Address=5758,The type of call process=icd,Exception=com.cisco.app.ApplicationMaxSessionsException: max of 1 reached for application 'icd'
 805176: Jan 20 14:15:15.182 IST %MIVR-SS_TEL-7-UNK:Call.aborting(com.cisco.app.ApplicationMaxSessionsException: max of 45 reached for application 'icd')
</ol>

|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Null or Default Application Task

2010-01-30T01:09:37Z

Srib: /* Null or Default Application Task */

== Null or Default Application Task ==

{| border="1"
|-
! '''Problem Summary'''
| Null or Default Application Task is loaded for the call.
|-
! '''Error Message'''
| Sometimes in Call.attributed we may notice that the App name=null
 Call.attributed() JTAPICallContact[id=0,implId=6937/1,state=STATE_ATTRIBUTED_IDX,inbound=true,'''App name=null,task=null''',session=21000000001,seq
 
If APP_MGR debugs are enabled we may notice that the default task is loaded as the correct task could not be loaded
 MIVR-APP_MGR-7-DFLT_TASK_INIT:Default application task initializing: Application=null,Application
 MIVR-APP_MGR-7-DFLT_TASK_STARTING:Default application task starting: Application=null,Application
 MIVR-APP_MGR-7-DFLT_TASK_ENDED:Default application task ended: Application=null,
 MIVR-APP_MGR-7-ABORTING_CONTACT:Aborting contact: Application=null,Task id=22000000025,Contact id=19,Contact
|-
! '''Possible Cause'''
| There may have been an error when the application was first being loaded by the engine during engine start.
 This may have been due to some error reading DB to initialize the Route point
 MIVR-SS_TEL-3-UNABLE_LOAD_APP:Unable to load Application: Application=icd,Failure reason=fails to get application from app manager,Route Address=5100,Application Id=null,Exception=com.cisco.app.InvalidApplicationException: failed to load configuration; nested exception is:
 MIVR-SS_TEL-3-UNABLE_LOAD_APP:Unable to load Application: Application=153icd_rg1,Failure reason=fails to get application from app manager,Route Address=1072,Application Id=null,Exception=com.cisco.app.InvalidApplicationException: failed to load configuration; nested exception is: com.cisco.config.ConfigException: DB_ACCESS_ERROR; nested exception is:
com.cisco.database.DBNotReadyException: Database Manager-CRS Config Datastore is not IN_SERVICE for getConnection
|-
! '''Recommended Action'''
| <ol>
Data resync should fix this issue.
 Engine restart can also fix this issue
 If the issue is not fixed or to understand the cause for failure to load the application the first time, this can be escalated to Unified CCX Engine/DB team.
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

SETUP FAIL

2010-01-30T01:08:57Z

Srib: /* SETUP FAIL */

== SETUP FAIL ==

{| border="1"
|-
! '''Problem Summary'''
| Call is rejected with SETUP_FAIL.
|-
! '''Error Message'''
| Call.rejected(SETUP_FAIL)
|-
! '''Possible Cause'''
| There may have been a JTAPI exception while accepting the call
|-
! '''Recommended Action'''
| <ol>
If there is any JTAPI exception, take a look at: http://docwiki-dev.cisco.com/wiki/JTAPI_Exception_during_redirect%2C_accept%2C_answer%2C_transfer_request
 Escalate to JTAPI team with relevant logs
 '''An Example'''
 2057946: Jan 19 01:33:54.653 EST %MIVR-SS_TEL-7-UNK:Route Connection=[1421088::1/(P1-crs3user_1) GCID=(7,8818518)->ACTIVE]->OFFERED, reason=6, Event= (P1-crs3user_1) 8818518/7 CallCtlConnOfferedEv 1421088::1 [#265837] Cause:100 CallCtlCause:210
 2057950: Jan 19 01:33:54.653 EST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=3752,implId=8818518/7,
 2057953: Jan 19 01:33:54.654 EST %MIVR-SS_TEL-7-UNK:Route Connection: [1421088::1/(P1-crs3user_1) GCID=(7,8818518)->ACTIVE]->OFFERED, CTI Port selected: TP[id=144,implId=1411008,state=IN_USE]
 2058030: Jan 19 01:33:59.307 EST %MIVR-SS_TEL-7-UNK:Call.associated() JTAPICallContact[id=3752,implId=8818518/7,state=STATE_RECEIVED_IDX,inbound=true,App name=Ohio_TR3,task=null,session=51000003753,seq 2058108: Jan 19 01:33:59.320 EST %MIVR-SS_TEL-3-CALL_CONTROL_INVAL_STATE:Invalid state for Call Control operation: All Call ids=CallID:3752 MediaId:8818518/7,Failure type for the CallControl error=ACCEPT,Connection State=49,Failure reason=null,Exception=null
 2058180: Jan 19 01:33:59.327 EST %MIVR-SS_TEL-7-UNK:Call.rejected(SETUP_FAIL) JTAPICallContact
</ol>

|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

SETUP TIMEOUT

2010-01-30T01:08:23Z

Srib: /* Call rejected due to SETUP TIMEOUT */

== Call rejected due to SETUP TIMEOUT ==

{| border="1"
|-
! '''Problem Summary'''
| Call rejected due to SETUP TIMEOUT
|-
! '''Error Message'''
| Call.rejected(SETUP_TIMEOUT)
|-
! '''Possible Cause'''
| If Unified CCX does not accept the call within 4 seconds, the call will be rejected due to SETUP_TIMEOUT
|-
! '''Recommended Action'''
| <ol>
The issue here could lie on the JTAPI side or the Unified CCX side.
If Unified CCX has sent an accept request but there is a JTAPI exception or any delay in processing the accept request or any other delay in event on JTAPI end then this issue has to be escalated to IPCBU JTAPI team.
 If however, JTAPI offers the call on the CTI port but there is a delay on Unified CCX end to send the accept request to JTAPI then this would be a Unified CCX issue and has to be escalated to Unified CCX Telephony team.
 '''An Example:'''
 1755996: Oct 14 12:38:16.742 IST %MIVR-SS_TEL-7-UNK:Route Connection=[23003::1/(P1-jtapi_188_2) GCID=(1,990449)->ACTIVE]->OFFERED, reason=1, Event= (P1-jtapi_188_2) 990449/1 CallCtlConnOfferedEv 23003:
 1756008: Oct 14 12:38:16.743 IST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=3275,type=Cisco JTAPI Call,implId=990449/1,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_U
 1757409: Oct 14 12:38:27.063 IST %MIVR-SS_TEL-7-UNK:CallID: 3275, MediaID: 990449/1 CallCtlConnOfferedEv received for CTI Port: 22454, lastRedirectedAddress: 23003
 1758666: Oct 14 12:38:27.171 IST %MIVR-SS_TEL-3-CALL_CONTROL_INVAL_STATE:Invalid state for Call Control operation: All Call ids=CallID:3275 MediaId:990449/1,Failure type for the CallControl error=ACCEPT
 1758667: Oct 14 12:38:27.171 IST %MIVR-SS_TEL-7-UNK:CallID: 3275, MediaID: 990449/1 Accepting call for CTI Route Point:
 1759232: Oct 14 12:38:36.963 IST %MIVR-SS_TEL-7-UNK:Call accept timer expired, JTAPICallContact[id=3275,type=Cisco JTAPI
 1774102: Oct 14 12:38:36.985 IST %MIVR-SS_TEL-3-REJECT_CALL:Rejecting a call for reason: Call id=3275,Media id=990449/1,Failure reason=accept timer expired
 1774106: Oct 14 12:38:36.986 IST %MIVR-SS_TEL-7-UNK:Call.rejected(SETUP_TIMEOUT) JTAPICallContact[id=3275,type=Cisco JTAPI
</ol>

|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Configuration issues

2010-01-30T01:07:52Z

Srib: /* Configuration issues */

== Configuration issues ==

{| border="1"
|-
! '''Problem Summary'''
| Call is not offered on the CTI port and there was no exception while redirecting the call to the CTI port.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| Unified CCX receives the call on the Route point and redirects the call to the CTI port to terminate media.
 Sometimes, however, we do see issues like the call is not offered on the CTI port or a call with different Impl ID is offered on the CTI port. There have also been scenarios where this happens due to call forward settings on the CTI port
|-
! '''Recommended Action'''
| <ol>
Check for configuration issues.
 Collect the necessary traces and escalate to IPCBU JTAPI team
 '''An Example:'''
 638528: Jun 01 16:05:45.457 PDT %MIVR-SS_TEL-7-UNK:Route Connection=[466:PA-5530-Line1/(P1-JTAPI_1)
GCID=(8,193330)->ACTIVE]->OFFERED, reason=1, Event= (P1-JTAPI_1) '''193330'''/8 CallCtlConnOfferedEv 466:PA-5530-Line1 [#29746] Cause:100 CallCtlCause:0
 638533: Jun 01 16:05:45.457 PDT %MIVR-SS_TEL-7-UNK:Route Connection: [466:PA-5530-Line1/(P1-JTAPI_1)
GCID=(8,193330)->ACTIVE]->OFFERED, CTI Port selected: TP[id=60,implId=1000063,state=IN_USE]
 638535: Jun 01 16:05:45.473 PDT %MIVR-SS_TEL-7-UNK:RP[num=466], conn=[466:PA-5530-Line1/(P1-JTAPI_1)
GCID=(8,193330)->INVALID]->DISCONNECTED, event=(P1-JTAPI_1) 193330/8 CallCtlConnDisconnectedEv 466:PA-5530-Line1 [#29753] Cause:100 CallCtlCause:0
 638537: Jun 01 16:05:45.520 PDT %MIVR-SS_TEL-7-UNK:CallID: 1582, MediaID: '''3560025'''/5 CallCtlConnOfferedEv received for CTI Port:1000063, lastRedirectedAddress: 466 -'''''Wrong Impl ID offered at CTI port'''''
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

TRIGGER MAX SESSION

2010-01-30T01:07:18Z

Srib: /* Call rejected due to TRIGGER MAX SESSION */

== Call rejected due to TRIGGER MAX SESSION ==

{| border="1"
|-
! '''Problem Summary'''
| Call rejected due to TRIGGER MAX SESSION.
|-
! '''Error Message'''
| Call.rejected(TRIGGER_MAX_SESSION) seen in MIVR logs
|-
! '''Possible Cause'''
| Maximum sessions for the trigger is reached
|-
! '''Recommended Action'''
| <ol>
Increase the maximum sessions on the trigger. The maximum sessions on the trigger should be equal to the maximum application sessions
 '''An Example:'''
 803988: Jan 20 14:10:46.923 IST %MIVR-SS_TEL-7-UNK:Route Connection=[5758::1/(P1-jtapi_srib42_dec_1) GCID=(1,4347)->ACTIVE]->OFFERED, reason=1, Event= (P1-jtapi_srib42_dec_1) 4347/1 CallCtlConnOfferedEv 5758::1 [#233] Cause:100 CallCtlCause:100 CiscoCause:0 FeatReason:12 [#236] Cause:100 CallCtlCause:100 CiscoCause:0 FeatReason:12, cause=100, metacode=129, isMaster=true
 804004: Jan 20 14:10:46.924 IST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=4,type=Cisco JTAPI Call,implId=4347/1,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=icd,type=Cisco Script Application,id=0,desc=icd,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2009-12-08 08:42:45.0,recordId=1,desc=icd,name=icd,type=Cisco Script Application,id=0,enabled=true,sessions=10,script=SSCRIPT[icd.aef],defaultScript=,vars=[<java.lang.String CSQ>],defaultVars=null]]],task=null,session=null,seqNum=-1,time=1263976846923,cn=5758,dn=5758,cgn=2035,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5758,odn=null,uui=null,aniii=null,ced=null,OrigProtocolCallRef=00000000000010FB014C22DE00000000,DestProtocolCallRef=null,route=RP[num=5758],port=null,aborting=false,transferring=false,disconnecting=false]
 804027: Jan 20 14:10:46.927 IST %MIVR-SS_TEL-7-UNK:Route Connection: [5758::1/(P1-jtapi_srib42_dec_1) GCID=(1,4347)->ACTIVE]->OFFERED, CTI Port selected: TP[id=4,implId=458,state=IN_USE]
 804028: Jan 20 14:10:46.927 IST %MIVR-SS_TEL-5-CTIPG_ROUTE_EVENT:CTI Port Group route event: Route Session=[5758::1/(P1-jtapi_srib42_dec_1) GCID=(1,4347)->ACTIVE]->OFFERED,Route Address=5758,Failure reason=The trigger has exceeded its max number of concurrent sessions, current active sessions: 1,Exception=null
 804029: Jan 20 14:10:46.934 IST %MIVR-SS_TEL-7-UNK:RP[num=5758], conn=[5758::1/(P1-jtapi_srib42_dec_1) GCID=(1,4347)->INVALID]->DISCONNECTED, event=(P1-jtapi_srib42_dec_1) 4347/1 CallCtlConnDisconnectedEv 5758::1 [#240] Cause:100 CallCtlCause:100 CiscoCause:21 FeatReason:12 [#242] Cause:100 CallCtlCause:100 CiscoCause:21 FeatReason:12, cause=CAUSE_NORMAL[100], meta=META_CALL_ENDING[132]
 804037: Jan 20 14:10:46.938 IST %MIVR-SS_TEL-7-UNK:Call.rejected(TRIGGER_MAX_SESSION) JTAPICallContact[id=4,type=Cisco JTAPI Call,implId=4347/1,active=false,state=CALL_REJECTED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=icd,type=Cisco Script Application,id=0,desc=icd,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2009-12-08 08:42:45.0,recordId=1,desc=icd,name=icd,type=Cisco Script Application,id=0,enabled=true,sessions=10,script=SSCRIPT[icd.aef],defaultScript=,vars=[<java.lang.String CSQ>],defaultVars=null]]],task=null,session=Session[id=001-0x4a817c805,parent=null,active=true,state=SESSION_IDLE,time=1263976846924],seqNum=0,time=1263976846923,cn=5758,dn=5758,cgn=2035,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=5758,odn=null,uui=null,aniii=null,ced=null,OrigProtocolCallRef=00000000000010FB014C22DE00000000,DestProtocolCallRef=null,route=RP[num=5758],port=null,aborting=false,transferring=false,disconnecting=false]

</ol>

|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

TRIGGER FAIL

2010-01-30T01:06:39Z

Srib: /* Call rejected due to TRIGGER FAIL */

== Call rejected due to TRIGGER FAIL ==

{| border="1"
|-
! '''Problem Summary'''
| Call rejected due to TRIGGER_FAIL.
|-
! '''Error Message'''
| Call.rejected(TRIGGER_FAIL)
|-
! '''Possible Cause'''
| Exception while redirecting the call to CTI Port
|-
! '''Recommended Action'''
| <ol>
Redirect to CTI Port fails with a JTAPI exception.
 Sometimes this could happen if the caller drops the call while it is being redirected to the CTI port. If it was indeed a caller drop scenario then call rejection is justified.
 7735951: Oct 12 09:24:02.753 IST %MIVR-SS_TEL-7-UNK:Route Connection=[23001::1/(P1-jtapi_188_2) GCID=(1,790108)->ACTIVE]->OFFERED, reason=1, Event= CallCtlConnOfferedEv, cause=100, metacode=129, isMaster=true
 7735958: Oct 12 09:24:02.762 IST %MIVR-SS_TEL-7-UNK:Route Connection: [23001::1/(P1-jtapi_188_2) GCID=(1,790108)->ACTIVE]->OFFERED, CTI Port selected: TP[id=187,implId=22423,state=IN_USE]
 7735983: Oct 12 09:24:02.778 IST %MIVR-SS_TEL-7-UNK:RP[num=23001], conn=[23001::1/(P1-jtapi_188_2) GCID=(1,790108)->INVALID]->DISCONNECTED, event=CallCtlConnDisconnectedEv, cause=CAUSE_NORMAL[100], meta=META_CALL_ENDING[132]
 7735985: Oct 12 09:24:02.982 IST %MIVR-SS_CM-7-UNK:ICDContactAdapter 5692 : ContactRejected received for App FW contact 5692, iefSourceContact is 17567318 [790102/1] (5692)
 7736145: Oct 12 09:24:03.780 IST %MIVR-SS_TEL-3-ROUTE_FAILED:Route failed : All Call ids=JTAPICallContact[id=5698,implId=790108/1,state=STATE_RECEIVED_IDX,inbound=true,App name=Loadtest1,task=null,session=8000005699,seq num=0,cn=23001,,List of Active Connections=[23001::1/(P1-jtapi_188_2) GCID=(1,790108)->INVALID]->DISCONNECTED,Extension=22423,Exception=com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException: redirect failure,Failure reason= call will be rejected, .='''0x8ccc001d'''::Attempt to redirect a call that does not exist or is not longer active,Contact.Reject.reason=TRIGGER_FAIL,(SelectRouteTime,ObtainingIdleChannelTime,RedirectTime=9,8,1017)
 7736159: Oct 12 09:24:03.781 IST %MIVR-SS_TEL-7-UNK:Call.rejected(TRIGGER_FAIL) JTAPICallContact[id=5698,implId=790108/1,state=STATE_REJECTED_IDX,inbound=true,App name=Loadtest1,task=null,session=8000005699,seq num=0,cn=23001,dn=23001

 But if it is not due to caller drop and if it is due to some other error code then look under http://docwiki-dev.cisco.com/wiki/JTAPI_Exception_during_redirect%2C_accept%2C_answer%2C_transfer_request and escalate it to IPCBU JTAPI team.
 7734839: Oct 12 09:23:57.946 IST %MIVR-SS_TEL-7-UNK:Route Connection=[23001::1/(P1-jtapi_188_2) GCID=(1,790102)->ACTIVE]->OFFERED, reason=1, Event= CallCtlConnOfferedEv, cause=100, metacode=129, isMaster=true
 7734847: Oct 12 09:23:57.976 IST %MIVR-SS_TEL-7-UNK:Route Connection: [23001::1/(P1-jtapi_188_2) GCID=(1,790102)->ACTIVE]->OFFERED, CTI Port selected: TP[id=160,implId=22471,state=IN_USE]
 7734848: Oct 12 09:23:57.978 IST %MIVR-SS_TEL-7-UNK:Route Connection:[23001::1/(P1-jtapi_188_2) GCID=(1,790102)->ACTIVE]->OFFERED Gets Exceptioncom.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException: redirect failure Error 0x-1932787451::
 7734861: Oct 12 09:23:57.979 IST %MIVR-SS_TEL-3-ROUTE_FAILED:Route failed : All Call ids=JTAPICallContact[id=5692,implId=790102/1,state=STATE_RECEIVED_IDX,inbound=true,App name=Loadtest1,task=null,session=8000005693,seq num=0,cn=23001,,List of Active Connections=[23001::1/(P1-jtapi_188_2) GCID=(1,790102)->ACTIVE]->OFFERED,Extension=22471,Exception=com.cisco.jtapi.PlatformExceptionImpl: CCNException not handled: com.cisco.cti.client.CCNException: redirect failure,Failure reason= call will be rejected, ='''0x8ccc0105'''::,Contact.Reject.reason=TRIGGER_FAIL,(SelectRouteTime,ObtainingIdleChannelTime,RedirectTime=30,0,3)
 7734875: Oct 12 09:23:57.981 IST %MIVR-SS_TEL-7-UNK:Call.rejected(TRIGGER_FAIL) JTAPICallContact[id=5692,implId=790102/1,state=STATE_REJECTED_IDX,inbound=true,App name=Loadtest1,task=null,session=8000005693,seq num=0,cn=23001,dn=23001,
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

REMOTE TIMEOUT - No idle channels

2010-01-30T01:06:02Z

Srib: /* REMOTE TIMEOUT - No idle channels */

== REMOTE TIMEOUT - No idle channels ==

{| border="1"
|-
! '''Problem Summary'''
| Call Rejected due to REMOTE TIMEOUT - No idle channels.
|-
! '''Error Message'''
| 12182114: Jan 07 08:07:07.226 CST %MIVR-SS_TEL-5-EXCEPTION:com.cisco.lang.InterruptedException: No idle channels available in group 'Cisco Media Channel Group #0'; nested exception is:
|-
! '''Possible Cause'''
| Not enough dialog channels to handle the call load
|-
! '''Recommended Action'''
| <ol>
Ensure that sufficient dialog channels are created and present to handle the incoming call load.
 '''An Example:'''
 802667: Jan 20 14:05:42.772 IST %MIVR-SS_TEL-7-UNK:Route Connection=[5758::1/(P1-jtapi_srib42_dec_1) GCID=(1,4345)->ACTIVE]->OFFERED, reason=1, Event= (P1-jtapi_srib42_dec_1) 4345/1 CallCtlConnOfferedEv 5758::1 [#142] Cause:100
 802685: Jan 20 14:05:42.774 IST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=2,type=Cisco JTAPI
 802706: Jan 20 14:05:46.783 IST %MIVR-SS_TEL-7-UNK:RouteConn disconnected or CTI accept timer expired, interrupting 802707: Jan 20 14:05:46.783 IST %MIVR-SS_TEL-5-CTIPG_ROUTE_EVENT:CTI Port Group route event: Route Session=[5758::1/(P1-jtapi_srib42_dec_1) GCID=(1,4345)->INVALID]->DISCONNECTED,Route Address=5758,Failure reason=CTI accept timer expires after 4011 ms, end route connection,Exception=com.cisco.lang.InterruptedException: No idle channels available in group 'Cisco Media Channel Group #1'; nested exception is: com.cisco.lang.sync.AttemptInterruptedException: interrupted while allocating from [(('Cisco Media Channel Group #1' & 'Cisco Unified CCX Ports')) & 'Cisco CTI Port Group #0']; nested exception is:
 802708: Jan 20 14:05:46.784 IST %MIVR-SS_TEL-5-EXCEPTION:com.cisco.lang.InterruptedException: No idle channels available in group 'Cisco Media Channel Group #1'; nested exception is:
 802842: Jan 20 14:05:46.794 IST %MIVR-SS_TEL-7-UNK:Call.rejected(REMOTE_TIMEOUT) JTAPICallContact[id=2,type=Cisco JTAPI </ol>
|-
! '''Release'''
| Release 7.0(1)onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Possible Issues in an ICD call flow

2010-01-30T01:05:29Z

Srib: /* Possible Issues in an ICD call flow */

== Possible Issues in an ICD call flow ==

{| border="1"
|-
! '''Problem Summary'''
| Here we take a look at a simple ICD call and identify the various points in the call flow where we could encounter and issue or error. This is to help you look through the call flow of your call and identify the cause of the failure with the help of this tip.
|-
! '''Error Message'''
| NA
|-
! '''Possible Cause'''
| NA
|-
! '''Recommended Action'''
| <ol>
'''If the call fails due to some issue in Telephony then you are requested to go through the logs to check at what point the failure occurs and then use this tip to pin point the failure and the resolution for the same.'''
 
 '''''Call is offered at the Routepoint'''''
 60552: Jan 15 10:43:41.971 CST %MIVR-SS_TEL-7-UNK:Route Connection=[1800::1/(P1-rmjtapi_1) GCID=(2,66342)->ACTIVE]->OFFERED, reason=1, Event= (P1-rmjtapi_1) 66342/2 CallCtlConnOfferedEv 1800: [#3616] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, cause=100, metacode=129, isMaster=true
 
 '''''Call is received in UCCX'''''
 60554: Jan 15 10:43:41.971 CST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=58,implId=66342/2,state=STATE_RECEIVED_IDX,inbound=true,App name=HelpDesk,task=null,session=null,seq num=-1,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=null
 
 '''GOTO: ''Call is rejected as soon as it is received by Unified CCX'' section under http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Identifying_Issues_in_Call_Flow'''
 
 '''''A CTI Port is selected for the call'''''
 60557: Jan 15 10:43:41.971 CST %MIVR-SS_TEL-7-UNK:Route Connection: [1800::1/(P1-rmjtapi_1) GCID=(2,66342)->ACTIVE]->OFFERED, CTI Port selected: TP[id=6,implId=1904,state=IN_USE]
 60558: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK: Got (P1-rmjtapi_1) 66342/2 CallActiveEv [#3620] Cause:100 CallCtlCause:0 CiscoCause:31 FeatReason:12, (P1-rmjtapi_1) 66342/2 ConnCreatedEv 1800: [#3621] Cause:100 CallCtlCause:0 CiscoCause:31 FeatReason:12, (P1-rmjtapi_1) 66342/2 ConnInProgressEv 1800: [#3622] Cause:100 CallCtlCause:0 CiscoCause:31 FeatReason:12, (P1-rmjtapi_1) 66342/2 CallCtlConnOfferedEv 1800: [#3623] Cause:100 CallCtlCause:0 CiscoCause:31 FeatReason:12, (P1-rmjtapi_1) 66342/2 ConnCreatedEv 2108846343: [#3624] Cause:100 CallCtlCause:0 CiscoCause:31 FeatReason:12, (P1-rmjtapi_1) 66342/2 ConnConnectedEv 2108846343: [#3625] Cause:100 CallCtlCause:0 CiscoCause:31 FeatReason:12, (P1-rmjtapi_1) 66342/2 CallCtlConnEstablishedEv 2108846343: [#3626] Cause:100 CallCtlCause:0 CiscoCause:31 FeatReason:12, (P1-rmjtapi_1) 66342/2 ConnCreatedEv 1904: [#3627] Cause:100 CallCtlCause:0 CiscoCause:31 FeatReason:12, events on the AddressCallObserver.
 
 '''GOTO: ''"Call is not offered on the CTI Port"'' section under http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Identifying_Issues_in_Call_Flow'''
 
 '''''Call is associated with a CTI port. TP and session value is not null as it was in Call.received()'''''
 60559: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:Call.associated() JTAPICallContact[id=58,implId=66342/2,state=STATE_RECEIVED_IDX,inbound=true,App name=HelpDesk,task=null,session=10000000060,seq num=0,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 60560: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:Route Connection: [1800::1/(P1-rmjtapi_1) GCID=(2,66342)->ACTIVE]->OFFERED has 2 current sessions active.
 
 '''''Call is offered on the CTI port after being redirected to this CTI Port'''''
 60561: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:CallID: 58, MediaID: 66342/2 CallCtlConnOfferedEv received for CTI Port: 1904, lastRedirectedAddress: 1800
 60562: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK: Got (P1-rmjtapi_1) 66342/2 ConnInProgressEv 1904: [#3628] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:6, (P1-rmjtapi_1) 66342/2 CallCtlConnOfferedEv 1904: [#3629] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:6, events on the AddressCallObserver.
 
 '''''Call is dropped at the Routepoint as it was redirected successfully to the CTI port'''''
 60563: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:RP[num=1800], conn=[1800::1/(P1-rmjtapi_1) GCID=(2,66342)->ACTIVE]->DISCONNECTED, event=(P1-rmjtapi_1) 66342/2 CallCtlConnDisconnectedEv 1800: [#3641] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:6, cause=CAUSE_NORMAL[100], meta=META_CALL_REMOVING_PARTY[131]
 60564: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Got (P1-rmjtapi_1) 66342/2 CallObservationEndedEv [#3642] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, events on the AddressCallObserver.
 
 '''If the call is rejected before it can be accepted at the CTI port, GOTO: ''"Call is rejected after it is offered on the CTI Port"'' section under http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Identifying_Issues_in_Call_Flow'''
 
 '''''Call is accepted at the CTI port'''''
 60568: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:CallID: 58, MediaID: 66342/2 Accepting call for CTI Route Point: 1800 on CTI Port: 1904, ciscoCause=0
 
 '''''Call state is changed to accepted'''''
 60569: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:Call.accepted() JTAPICallContact[id=58,implId=66342/2,state=STATE_ACCEPTED_IDX,inbound=true,App name=HelpDesk,task=null,session=10000000060,seq num=0,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 
 '''''Call rings at the CTI port'''''
 60570: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2, TerminalConnection to Terminal: CTI_1904 is RINGING, [1904::1/(P1-rmjtapi_1) GCID=(2,66342)->ACTIVE]->ALERTING
 60571: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 com.cisco.jtapi.CiscoTermInServiceEvImpl received
 
 '''GOTO: ''"Issues invoking Application Task"'' section under http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Identifying_Issues_in_Call_Flow'''
 
 '''''An application task is created for the call and the call is associated with a task ID'''''
 60572: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:Call.attributed() JTAPICallContact[id=58,implId=66342/2,state=STATE_ATTRIBUTED_IDX,inbound=true,App name=HelpDesk,task=null,session=10000000060,seq num=0,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 60573: Jan 15 10:43:41.987 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 associated with Task ID: 19000000072
 
 '''''The application task starts executing'''''
 60596: Jan 15 10:43:41.987 CST %MIVR-ENG-7-UNK:Execute step of Task 19000000072 : Start
 
 '''''The application task executes the Accept Step to answer the call at the CTI Port'''''
 60620: Jan 15 10:43:43.987 CST %MIVR-ENG-7-UNK:Execute step of Task 19000000072 : Accept (--Triggering Contact--)
 
 '''''Call on the CTI port is active'''''
 60623: Jan 15 10:43:44.002 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, TerminalConnection to Terminal: CTI_1904 is ACTIVE
 
 '''''Call state is changed to answered'''''
 60625: Jan 15 10:43:44.002 CST %MIVR-SS_TEL-7-UNK:Call.answered() JTAPICallContact[id=58,implId=66342/2,state=STATE_ANSWERED_IDX,inbound=true,App name=HelpDesk,task=19000000072,session=10000000060,seq num=0,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 
 '''After the call is answered, if CallCtlConnFailed is received with cause 107, GOTO: ''http://docwiki-dev.cisco.com/wiki/Codec_Mismatch_between_Caller_and_CTI_Port''
 '''At any point during the call , if CallCtlConnFailed is received any cause, GOTO: ''http://docwiki-dev.cisco.com/wiki/Call_fails_with_CallCtlConnFailed_event''
 
 '''''CiscoMediaOpenLogicalChannelEv is received for the call for which UCCX will setRTPParams'''''
 60621: Jan 15 10:43:44.002 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 com.cisco.jtapi.CiscoMediaOpenLogicalChannelEvImpl received
 
 '''Following CiscoMediaOpenLogicalChannelEv, if either CiscoRTPOutputStartedEv or CiscoRTPInputStartedEv is not received for the call, GOTO: ''http://docwiki-dev.cisco.com/wiki/Media_Setup_Failure''
 
 '''''Media is being set up for the call at the CTI Port. CiscoRTPOutputStartedEv is received'''''
 60622: Jan 15 10:43:44.002 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 com.cisco.jtapi.CiscoRTPOutputStartedEvImpl received
 
 '''''CiscoRTPInputStartedEv is received. Media is now set up for the call at the CTI Port.'''''
 60641: Jan 15 10:43:44.002 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 com.cisco.jtapi.CiscoRTPInputStartedEvImpl received
 
 '''''Select Resource Step is executed and an agent is selected by RmCm subsystem to handle this call'''''
 60703: Jan 15 10:43:50.893 CST %MIVR-ENG-7-UNK:Execute step of Task 19000000072 : Select Resource (--Triggering Contact-- from CSQ)
 
 '''''Consult Transfer to the agent extension 52925 begins'''''
 61085: Jan 15 10:45:42.816 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, transfer(52925, 12000, ACKNOWLEDGED)
 
 '''''The call is put on hold at the CTI port and so CiscoRTPInputStoppedEv is received'''''
 61086: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 com.cisco.jtapi.CiscoRTPInputStoppedEvImpl received
 
 '''''The call is put on hold at the CTI port and so CiscoRTPOutputStoppedEv is received'''''
 61087: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 com.cisco.jtapi.CiscoRTPOutputStoppedEvImpl received
 
 '''''The call on the CTI port goes on hold'''''
 61088: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, TerminalConnection to Terminal: CTI_1904 is HELD
 
 '''''A consult call is created'''''
 61089: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 ConsultCallActive [#3701] Cause:106 CallCtlCause:0 CiscoCause:501 FeatReason:12, (P1-rmjtapi_1) 5336/1 ConnCreatedEv 1904: [#3702] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12, (P1-rmjtapi_1) 5336/1 ConnConnectedEv 1904: [#3703] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12, (P1-rmjtapi_1) 5336/1 CallCtlConnInitiatedEv 1904: [#3704] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12, (P1-rmjtapi_1) 5336/1 TermConnCreatedEv CTI_1904 [#3705] Cause:501 CallCtlCause:0 CiscoCause:100 FeatReason:12, (P1-rmjtapi_1) 5336/1 TermConnActiveEv CTI_1904 [#3706] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12, (P1-rmjtapi_1) 5336/1 CallCtlTermConnTalkingEv CTI_1904 [#3707] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12, events on the AddressCallObserver.
 61090: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 ConsultCallActive [#3701] Cause:106 CallCtlCause:0 CiscoCause:501 FeatReason:12
 61091: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 ConnCreatedEv 1904: [#3702] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12
 61092: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 ConnConnectedEv 1904: [#3703] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12
 61093: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 CallCtlConnInitiatedEv 1904: [#3704] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12
 61094: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 TermConnCreatedEv CTI_1904 [#3705] Cause:501 CallCtlCause:0 CiscoCause:100 FeatReason:12
 61095: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 TermConnActiveEv CTI_1904 [#3706] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12
 61096: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 CallCtlTermConnTalkingEv CTI_1904 [#3707] Cause:100 CallCtlCause:0 CiscoCause:501 FeatReason:12
 61097: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 CallCtlConnDialingEv 1904: [#3708] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, events on the AddressCallObserver.
 61098: Jan 15 10:45:42.832 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 CallCtlConnDialingEv 1904: [#3708] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 61099: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 CallCtlConnEstablishedEv 1904: [#3709] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, (P1-rmjtapi_1) 5336/1 ConnCreatedEv 52925: [#3710] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, events on the AddressCallObserver.
 61100: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 CallCtlConnEstablishedEv 1904: [#3709] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 61101: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 ConnCreatedEv 52925: [#3710] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 61102: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 ConnInProgressEv 52925: [#3711] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, (P1-rmjtapi_1) 5336/1 CallCtlConnOfferedEv 52925: [#3712] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, events on the AddressCallObserver.
 61103: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 ConnInProgressEv 52925: [#3711] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 
 '''''The consult call is offered at the agent extension'''''
 61104: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 CallCtlConnOfferedEv 52925: [#3712] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 
 '''GOTO: ''http://docwiki-dev.cisco.com/wiki/Consult_call_fails_with_RESOURCE_BUSY'''''
 
 '''''The consult call is ringing at the agent extension'''''
 61129: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 ConnAlertingEv 52925: [#3725] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, (P1-rmjtapi_1) 5336/1 CallCtlConnAlertingEv 52925: [#3726] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, events on the AddressCallObserver.
 61130: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 ConnAlertingEv 52925: [#3725] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 61131: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 CallCtlConnAlertingEv 52925: [#3726] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 61132: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, '''ConsultCallObserver RINGING'''
 61133: Jan 15 10:45:42.848 CST %MIVR-SS_TEL-7-UNK:Call.transferStarted(52925) JTAPICallContact[id=58,implId=66342/2,state=STATE_ANSWERED_IDX,inbound=true,App name=HelpDesk,task=19000000072,session=10000000060,seq num=0,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 
 '''If Consult Call is not answered, ConsultCallObserver TALKING is not seen for the call, GOTO: ''"Consult Call is not answered at agent extension"'' section under http://docwiki-dev.cisco.com/wiki/Troubleshooting_Tips_for_Unified_CCX_8.0#Identifying_Issues_in_Call_Flow'''
 
 '''''The consult call is answered by the agent'''''
 61325: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 ConnConnectedEv 52925: [#3788] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 61326: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 ConnConnectedEv 52925: [#3788] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, (P1-rmjtapi_1) 5336/1 CallCtlConnEstablishedEv 52925: [#3789] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, events on the AddressCallObserver.
 61327: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 CallCtlConnEstablishedEv 52925: [#3789] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 61333: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, '''ConsultCallObserver TALKING''' - CallCtlConnEstablished, [52925::1/(P1-rmjtapi_1) GCID=(1,5336)->ACTIVE]->ESTABLISHED
 61335: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, Consult received Call TALKING, it's in correct state to transfer
 61336: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, ConsultCallObserver():Received msg from original call Interrupted
 61337: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:58 MediaId:66342/2 Task:19000000072, ConsultEvent= (P1-rmjtapi_1) 5336/1 CallObservationEndedEv [#3790] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12
 
 '''''Telephony Subsystem tries to complete transfer between the main and consult calls'''''
 61338: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, transfer(52925, consultCall)
 61339: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 CiscoTermConnSelectChangedEv CTI_1904 [#3792] Cause:100 CallCtlCause:0 CiscoCause:100 FeatReason:12, events on the AddressCallObserver.
 
 '''If there are any JTAPI exceptions during transfer completion, GOTO: http://docwiki-dev.cisco.com/wiki/JTAPI_Exception_during_redirect%2C_accept%2C_answer%2C_transfer_request'''
 
 GOTO: http://docwiki-dev.cisco.com/wiki/Multiple_transfer_failures#Multiple_transfer_failures'''
 
 '''''CiscoTransferStartEv is received to mark the beginning of transfer completion'''''
 61340: Jan 15 10:45:46.442 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 66342/2 CiscoTransferStartEv [#3793] Cause:100 CallCtlCause:0 CiscoCause:129 FeatReason:2, events on the AddressCallObserver.
 61418: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 ConnDisconnectedEv 52925: [#3819] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, (P1-rmjtapi_1) 5336/1 CallCtlConnDisconnectedEv 52925: [#3820] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, events on the AddressCallObserver.
 61428: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 TermConnDroppedEv CTI_1904 [#3821] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, (P1-rmjtapi_1) 5336/1 CallCtlTermConnDroppedEv CTI_1904 [#3822] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, (P1-rmjtapi_1) 5336/1 ConnDisconnectedEv 1904: [#3823] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, (P1-rmjtapi_1) 5336/1 CallCtlConnDisconnectedEv 1904: [#3824] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, (P1-rmjtapi_1) 5336/1 CallInvalidEv [#3825] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:2, events on the AddressCallObserver.
 61439: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 5336/1 CallObservationEndedEv [#3826] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, events on the AddressCallObserver.
 61454: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 66342/2 CiscoTransferEndEv [#3834] Cause:100 CallCtlCause:0 CiscoCause:129 FeatReason:2, events on the AddressCallObserver.
 61455: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 Got (P1-rmjtapi_1) 66342/2 CallObservationEndedEv [#3835] Cause:100 CallCtlCause:0 CiscoCause:0 FeatReason:12, events on the AddressCallObserver.
 61457: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:Call.transferAnswered(52925) JTAPICallContact[id=58,implId=66342/2,state=STATE_ANSWERED_IDX,inbound=true,App name=HelpDesk,task=19000000072,session=null,seq num=-1,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 61458: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:Call.transferring(52925) JTAPICallContact[id=58,implId=66342/2,state=STATE_ANSWERED_IDX,inbound=true,App name=HelpDesk,task=19000000072,session=null,seq num=-1,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 
 '''GOTO: ''http://docwiki-dev.cisco.com/wiki/Transfer_does_not_receive_CiscoTransferEndEv'''''
 
 '''''CiscoTransferEndEv is received to mark the end of transfer completion'''''
 61459: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, got CiscoTransferEndEv event on the AddressCallObserver, posting it to InCallObserver. Port.this.transferStart = true
 61460: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, got TransferStart event, and final call 66342/2 is the same as the consult call, Transferred call in event (P1-rmjtapi_1) GCID=(1,5336)->INVALID
 61461: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, got CiscoTransferStartEv event on the AddressCallObserver, posting it to InCallObserver. Port.this.transferStart = true
 
 '''GOTO: ''http://docwiki-dev.cisco.com/wiki/Could_not_meet_post_conditions_of_call.transfer'''''
 
 '''''The call is transferred to the agent. The main call goes out of the Telephony provider and it is now monitored by the RmCm provider'''''
 61462: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 gets TermConnDroppedEv, meta code:134, cause code:100
 61463: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, TerminalConnection to Terminal: CTI_1904 is DROPPED, 66342/2, call transferring, Redirecting:false
 61464: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=58,implId=66342/2,state=STATE_ANSWERED_IDX,inbound=true,App name=HelpDesk,task=19000000072,session=null,seq num=-1,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 61465: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:Call.transferred(52925) - transferring JTAPICallContact[id=58,implId=66342/2,state=STATE_TRANSFERRED_IDX,inbound=true,App name=HelpDesk,task=19000000072,session=null,seq num=-1,cn=1800,dn=1800,cgn=2108846343,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1800,route=RP[num=1800],TP=1904]
 61466: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, released TP[type=Cisco CTI Port,id=6,implId=1904,active=false,state=IDLE] from 1800, and releasing udpPort 24680
 61469: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072 com.cisco.jtapi.TermObservationEndedEvImpl received
 
 '''''The execution of the application task ends with the End Step'''''
 61470: Jan 15 10:45:46.457 CST %MIVR-ENG-7-UNK:Execute step of Task 19000000072 : End
 
 '''If transfer success is false, GOTO: http://docwiki-dev.cisco.com/wiki/Transfer_success_is_false'''
 
 '''''CiscoTransferEndEv indicates success is true'''''
 61471: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, got TransferEnd event, finalCall: (P1-rmjtapi_1) GCID=(2,66342)->INVALID, consultCall: (P1-rmjtapi_1) GCID=(2,66342)->INVALID, success: true, transferStart: false
 61472: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, got TransferEnd event, finalCall: (P1-rmjtapi_1) GCID=(2,66342)->INVALID, consultCall: (P1-rmjtapi_1) GCID=(2,66342)->INVALID, success: true, transferStart: false
 61473: Jan 15 10:45:46.457 CST %MIVR-SS_TEL-7-UNK:CallID:58 MediaId:66342/2 Task:19000000072, got TransferStart event, and final call 66342/2 is the same as the consult call, Transferred call in event (P1-rmjtapi_1) GCID=(1,5336)->INVALID
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

JTAPI provider goes out of service

2010-01-30T01:03:03Z

Srib: /* JTAPI provider goes out of service */

== JTAPI provider goes out of service ==

{| border="1"
|-
! '''Problem Summary'''
| We notice that Unified CM Telephony is Out of service or calls to the route points fail.
|-
! '''Error Message'''
| 1276: Dec 31 14:27:31.738 IST %MIVR-SS_TEL-6-JTAPI_PROVIDER_EVENT:JTAPI Provider state is changed: JTAPI provider name=10.78.93.241,Event=ProvOutOfServiceEv received
|-
! '''Possible Cause'''
| Issue in JTAPI/CTI layer due to which the provider goes out of service midway. When this happens, all the CTI ports and routepoints will also go out of service and incoming calls will not be processed till the provider comes back into service
|-
! '''Recommended Action'''
| <ol>
Check if the provider comes back into service.
 1277: Dec 31 14:27:31.821 IST %MIVR-SS_TEL-6-JTAPI_PROVIDER_EVENT:JTAPI Provider state is changed: JTAPI provider name=10.78.93.241,Event=ProvInServiceEv received
 Escalate to IPCBU JTAPI team with all relevant logs to find out why the provider goes in and out of service.
</ol>
|-
! '''Release'''
| Release 7.0(1) onwards
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Missing AddrInService events

2010-01-30T00:54:10Z

Srib: /* Missing AddrInService events */

== Missing AddrInService events ==

{| border="1"
|-
! '''Problem Summary'''
| Unified CCX CM Telephony Subsystem is in partial service
|-
! '''Error Message'''
| 1313: Feb 18 11:08:13.479 IST %MIVR-SS_TEL-7-UNK:calculateSubsystemState -> subsystem partial in service,
cause: A number of route points are OOS - RP[num=68921], RP[num=68923]
 1314: Feb 18 11:08:13.479 IST %MIVR-SS_TEL-2-SS_PARTIAL_SERVICE:JTAPI subsystem in partial service:
Failure reason=A number of route points are OOS - RP[num=68921], RP[num=68923]
|-
! '''Possible Cause'''
| Device being unregistered or Issue with the underlying JTAPI layer
|-
! '''Recommended Action'''
| Register the device and troubleshoot with IPCBU JTAPI team for the reason for the event not being delivered. The address events are logged as follows:
1325: Feb 18 11:08:13.479 IST %MIVR-SS_TEL-6-CTI_ADDRESS_EVENT:Receives:
Event=CiscoAddrOutOfService,cause=100,Addr=RP[num=68923]
 1326: Feb 18 11:08:13.480 IST %MIVR-SS_TEL-6-CTI_ADDRESS_EVENT:Receives:
Event=CiscoAddrInService,Addr=RP[num=68923]
|-
! '''Release'''
| Release 8.0(1) and Release 7.0(1)
|-
! '''Associated CDETS #'''
| NA
|-
|}
[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Trigger Configuration Error

2010-01-30T00:53:25Z

Srib: /* Trigger Configuration Error */

== Trigger Configuration Error ==

{| border="1"
|-
! '''Problem Summary'''
| Unified CCX CM Telephony Subsystem is in partial service
|-
! '''Error Message'''
| 16037: Feb 18 12:09:24.168 IST %MIVR-SS_TEL-7-UNK:calculateSubsystemState -> subsystem partial in service,
cause: A number of route points are OOS; Some trigger has configuration error - RP[68923,68921,68922]
|-
! '''Possible Cause'''
| The route point has a configuration error which leads to the Unified CCX CM Telephony Subsystem to be in partial service
|-
! '''Recommended Action'''
| Fix the configuration error.
|-
! '''Release'''
| Release 8.0(1) and Release 7.0(1)
|-
! '''Associated CDETS #'''
| NA
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]

Standard CTI Enabled role for JTAPI user

2010-01-30T00:52:37Z

Srib: /* Standard CTI Enabled role for JTAPI user */

== Standard CTI Enabled role for JTAPI user ==

{| border="1"
|-
! '''Problem Summary'''
| Unified CCX CM Telephony Subsystem is out of service
|-
! '''Error Message'''
| "PlatformExceptionImpl" or "Could not create provider" while creating the provider.
|-
! '''Possible Cause'''
| If the JTAPI and RMCM user don't have the "Standard CTI Enabled" role assigned to them, getting the provider from the JTAPI client fails with an exception. After that the Unified CCX CM Telephony Subsystem is Out Of Service.
|-
! '''Recommended Action'''
| The exception can be viewed by taking a look at SS_TEL logs. Assign the "Standard CTI Enabled" role to the JTAPI and RmCm CUCM users. Restart the Unified CCX Engine after the changes.
|-
! '''Release'''
| Release 8.0(1) and Release 7.0(1)
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Unified CCX, Release 8.0]]
[[Category:Unified CCX, Release 7.0]]