Failed to Establish Call

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Failed to Establish Call

Problem Summary

Cisco remote expert is installed & Configured. Customer complains that they cannot make a call from Expert Assist. When they click on the assist icon it launches the pop-up but does not complete the call, instead they get the following error.

"Failed to establish call."

Error Message Failed to Establish Call
Possible Cause
  • Check console logs. Below is example of error message from the console log, which states "No Media Brokers available":

Assist Calling agent: agent1assist.js:290 XHR finished loading: GET "https://cs-cisco-rem.cafex.com:8443/assistserver/sdk/web/consumer/assets/assist.html".:8443/assistserver/sdk/web/consumer/js/assist-fcsdk.js:53 Making request to destroy session.cid-demo.js:26 on end support called:8443/assistserver/sdk/web/consumer/js/assist-fcsdk.js:63 Status: 0 :8443/assistserver/sdk/web/consumer/js/assist-controller.js:1446 Called failed: Call setup detected with error: [ No Media Brokers available]

Recommended Action
  • Confirm media broker is reachable by logging into the App Server web admin, selecting App Server and then media brokers. The Media Brokers should show as green arrow and not a red cross. See below:

Media broker view.png

  • Confirm if the media broker service is running by connecting to server and running:

[root@cs-cisco-rem log]# service media_broker status

  • Confirm if media broker process is running:

[root@cs-cisco-rem log]# ps -ef | grep [r]tp-proxy

Resolution: If no process is running, start the media broker

[root@cs-cisco-rem log]# service media_broker start

Reconfirm if media broker process is running:
[root@cs-cisco-rem log]# ps -ef | grep [r]tp-proxy

root 4642 4631 35 09:17 pts/1 00:00:01 /opt/java/bin/java -DTRACE=true -Djava.awt.headless=true -Dlog4j.configurationFile=log4j2-async.xml -Xmx512M -Xms512M -XX:+UseConcMarkSweepGC -XX:CMSInitiatingOccupancyFraction=50 -XX:MaxGCPauseMillis=5 -XX:+AggressiveOpts -cp . -jar rtp-proxy.jar

Release Remote Expert Mobile
Associated CDETS # None


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