Logs to be checked for issues in agent-based progressive or predictive outbound call

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Check the below logs for issues related to an agent-based progressive or predictive outbound call


  • The campaign is enabled and contacts are imported, but the agent is not moving to reserved state.
The following logs show the number of active campaigns. There is one campaign which is enabled but start and end time is not within the 
local time. Check the start and end time for the enabled campaign.

444402: Jun 16 20:11:08.532 IST %MIVR-SS_OB-7-UNK:SIPDialerContactRequestor.getContactsForCampaigns(): Number of active campaigns: 0
444403: Jun 16 20:11:08.532 IST %MIVR-SS_OB-7-UNK:SIPDialerContactRequestor.getContactsForCampaigns(): No active campaigns
444404: Jun 16 20:11:08.532 IST %MIVR-SS_OB-7-UNK:SIPDialerContactRequestor: No outbound contacts to process for IVR campaigns
444405: Jun 16 20:11:08.532 IST %MIVR-SS_OB-7-UNK:SIPDialerContactRequestor: No outbound contacts to process for Agent campaigns 
The campaign is enabled and it is active. But the Customer Dialing Time Range for the imported contact is not within the local time.
Hence, the contact that is imported is not dialed out but is marked for retry.

460790: Jun 16 20:26:10.169 IST %MIVR-SS_OB-7-UNK:CMgrUtil.getTimeZoneId - phoneNum=3018
460791: Jun 16 20:26:10.169 IST %MIVR-SS_OB-7-UNK:CMgrUtil: getGmtOffset: DST observed=true
460792: Jun 16 20:26:10.169 IST %MIVR-SS_OB-7-UNK:CMgrUtil.getTimeZoneId - phoneNum=3018
460793: Jun 16 20:26:10.169 IST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime:   
timezone=sun.util.calendar.ZoneInfo[id="Australia/Yancowinna",offset=34200000,dstSavings=3600000,useDaylight=true,
transitions=142,lastRule=java.util.SimpleTimeZone[id=Australia/Yancowinna,offset=34200000,dstSavings=3600000,useDaylight=true,
startYear=0,startMode=3,startMonth=9,startDay=1,startDayOfWeek=1,startTime=7200000,startTimeMode=1,endMode=3,endMonth=3,endDay=1,
endDayOfWeek=1,endTime=7200000,endTimeMode=1]]
460794: Jun 16 20:26:10.169 IST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: DST observed=true
460795: Jun 16 20:26:10.169 IST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: localTimeMins=26 globalStartTime=480 globalEndTime=1260
460796: Jun 16 20:26:10.169 IST %MIVR-SS_OB-7-UNK:CMgrUtil: isValidLocalTime: isValidTime=false

The campaign is enabled and contacts are imported, but there are no agents are available in the ready state for a given CSQ.
There may not be any agents logged in or agents are logged in, but the agents are not in ready state.

493219: Jun 16 21:07:10.516 IST %MIVR-SS_OB-7-UNK:SIPDialerContactRequestor.getContactsForCampaigns(): Number of active campaigns: 1
493220: Jun 16 21:07:10.517 IST %MIVR-SS_OB-7-UNK:SIPDialerContactRequestor.getContactsForCampaigns(): Trying to retrieve 
contacts for campaignID:3
493221: Jun 16 21:07:10.517 IST %MIVR-SS_OB-7-UNK:SIPDialer:getNumberOfContactsToDial() campaignID:3 
493223: Jun 16 21:07:10.517 IST %MIVR-SS_OB-7-UNK:AgentCampaignRunningInfo:getNumOfAgentsReservedInCurrentIteration() - 0
493224: Jun 16 21:07:10.517 IST %MIVR-SS_OB-7-UNK:DailerUtil:getNumberOfReadyAgents : campaign ID: 3
493225: Jun 16 21:07:10.517 IST %MIVR-SS_OB-7-UNK:AgentCampaignRunningInfo:getNumOfWorkingObAgentForCSQ: csqID: 1numOfWorkingObAgents:0
493226: Jun 16 21:07:10.517 IST %MIVR-SS_RM-7-UNK:RsrsMgr:getNumOfReadyAgentForGivenCSQs  # Ready OB Agents (Cumulative) : 0 
#Ready OB Agents (Unique) : 0 # Ready OB Agents (Final) : 0
493227: Jun 16 21:07:10.517 IST %MIVR-SS_OB-7-UNK:DailerUtil:getNumberOfReadyAgents  # Ready OB Agents after removing duplicates : 0
493228: Jun 16 21:07:10.517 IST %MIVR-SS_OB-7-UNK:AgentDialer:beginNewDialOutIteration numOfReadyAgents: 0
Outbound licenses are not available for reserving more agents. 

493229: Jun 16 21:07:10.517 IST %MIVR-SS_RM-7-UNK:RsrsMgr:isFreeLicenseAvailableForAgentProgPred():number Of 
Total Agents Consumed= 10 maxProgPredAgentCount= 10
  • Unified CCX detects dialed out contact as live voice but the call is not transferred to reserved agent.
 If there is an issue in transferring the call to the agent , then the gateway sends back NOTIFY request with the error response.
 For example if dial peer is not configured in the SIP gateway, then the gateway sends back the 503 Service Unavailable NOTIFY request.

540440: Jun 16 21:28:26.265 IST %MIVR-SS_OB-7-UNK:
SIP-1004  NOTIFY sip:1800112233@10.78.95.190:5065;transport=udp SIP/2.0
SIP-1004  Via: SIP/2.0/UDP 10.78.91.14:5060;branch=z9hG4bK13FA119C
SIP-1004  Max-Forwards: 69
SIP-1004  To: <sip:1800112233@10.78.95.190>;tag=ds26f42453
SIP-1004  From: <sip:1004@10.78.91.14>;tag=8BB56F16-3D0
SIP-1004  Call-ID: 140293429597343@10.78.95.190
SIP-1004  CSeq: 105 NOTIFY
SIP-1004  Content-Length: 35
SIP-1004  Date: Mon, 16 Jun 2014 15:43:43 GMT
SIP-1004  User-Agent: Cisco-SIPGateway/IOS-15.2.4.M5
SIP-1004  Event: refer
SIP-1004  Subscription-State: terminated;reason=noresource
SIP-1004  Contact: <sip:1004@10.78.91.14:5060>
SIP-1004  Content-Type: message/sipfrag
SIP-1004  
SIP-1004  SIP/2.0 503 Service Unavailable
SIP-1004 



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