Troubleshoot CVP Agent Greeting Problems Contents

Transcription

1 Troubleshoot CVP Agent Greeting Problems Contents Introduction Prerequisites Requirements Components Used Problem Summary 1 Problem Summary 2 Problem Summary 3 Problem Summary 4 Problem Summary 5 Problem Summary 6 Problem Summary 7 Problem Summary 8 Problem Summary 9

2 Problem Summary 10 Problem Summary 11 Introduction This document describes how to troubleshoot several issues related to Cisco Customer Voice Portal (CVP) Agent Greeting (AG) feature. Prerequisites Requirements Cisco recommends that you have knowledge of these topics: CVP advanced features Cisco Unified Intelligent Contact Management (ICM), Cisco Unified Contact Center Enterprise (UCCE) Deployments Components Used The information in this document is based on these software versions: CVP Server 9.0(1) UCCE 9.0(1) Voice XML (VXML) gateway Cisco Unified Communication Manager (CUCM) The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command. Problem Summary 1 The canned AG.ICMS script fails to play the Voice Response Unit (VRU) script when the call needs to be queued In this scenario, the media server is not set in the ICM routing script. CVP Call Server logs shows: "92: : Oct :09: : %CVP_8_5_IVR-3-CALL_ERROR: CALLGUID=5A120D F288560A

3 DNIS= Media Fetch Error for URL=file://../MediaFiles/enus/app/ICMWait4NextAvail.wav (Client: ) [id:3023]" Default media server needs to be configured in CVP Operations and Management Console (OAMP). In CVP OAMP, navigate to Device Management > Media server, add the media server IP address and configure FTP for Agent Greeting. Also select the media server in the Default Media Server list. Then click Set button to set it as default media server. Problem Summary 2 Agent unable to record Agent Greeting. When the Agent Greeting record button is pressed, desktop shows "No recording Dialed Number is configured." The Unified CCE Peripheral Gateway indicates "Failed to play Agent Greeting since the special dialed number Record Agent Greeting is not configured on the routing client for the peripheral." (EnterpriseAgent PIM Error ID: 43 ) ICM Router Event ID: 63, 66 The Dialed Number RecordAgentGreeting was not properly configured. Create the ICM Dialed Number RecordAgentGreeting for the correct peripheral and schedule an appropriate script for it. Problem Summary 3 Agent Greeting Recording Fails. VXMLServer/applications/RecordAgentGreeting/logs/ActivityLog shows: "Check Required Information,exit,no ftp server".

4 No FTP server was defined. Ensure that an FTP server is defined either in the ICM script or in CVP OpsConsoleServer. Problem Summary 4 Agent Greeting Record application fails. The RecordAgentGreeting VXML applications fails. The ICM routing script shows the call path exit out the failure node of the RecordAgentGreeting application. CVP Call Server logs show an attempted URL access to "...server.vxml" Possible misconfiguration of the ICM VRU script for the record application. The VRU script names are case sensitive. The proper name is "Server". Ensure VXML Server is installed with Call Server. Ensure the Media Server is configured correctly in OAMP or the UCCE routing script. Ensure the FTP server is installed and running with proper user credentials and access rights. Configure the Record script name as "GS,Server,V". Problem Summary 5 Agent Greeting playback gets cutoff. CVP Call Server logs show: "%CVP_8_5_SIP-3-SIP_ERROR_SNMP: Agent Greeting Failed. CALLGUID = 7CE0BF D581560A LEGID = 7ce0bf80-ca11fb d581560a - [INBOUND] - ABNORMALLY ENDING - SIP code [200], Reason Hdr [Q.850;cause=102] Q850 Reason [102 - Recovery on timer expiry, might be IOS media inactivity timer disconnect.], GW call using SURV TCL flag [false], NON NORMAL flag [true], USE ERROR REFER flag [true] with AGE (msecs) and Call History : ; [id:5010]" Media inactivity is configured on gateway.

5 Remove any media inactivity from the gateway such as timer receive-rtcp. Problem Summary 6 ICM Router logs indicate "VRU X reported error while playing Agent Greeting Y for agent with SkillTargetID Z" (ICM Router Event ID: 637 ). 1. Agent Greeting does not exist on the CVP media server. 2. VXML gateway has problem to fetch the Agent Greeting file from the media server. 3. In the Agent Greeting playback routing script, the Agent Greeting Network VRU Script is not configured correctly. 1. The format of the Agent Greeting file is AgentLoginName_GreetingType.wav. Check if that file exists on the media server. If not, the agent needs to record his greeting for the greeting type. 2. Check the ICM Network VRU script configured for Agent Greeting. VRU script name must be PM,-a. 3. Check errors in CVP and VXML gateway. Problem Summary 7 ICM Router indicates "Unable to map dialed number xxx.playagentgreeting to a call type" (ICM Router Error Code: 63 ) UCCE Peripheral Gateway indicates "Fail to play Agent greeting due to routing error." ( EnterpriseAgent PIM Event ID:27) There is no routing script associated with the Agent Greeting dialed number.

6 In ICM Script Editor, create a script for the Agent Greeting calls and associate it with the PlayAgentGreeting dialed number Problem Summary 8 UCCE Peripheral Gateway indicates "Failed to play Agent Greeting using BIB due to BIB resource not configured."(enterpriseagent PIM Event ID:57 ) or UCCE Peripheral Gateway indicates "Failed to play Agent Greeting... due to BIB resource not available." (EnterpriseAgent PIM Event ID: 49 ) BIB on device not enabled. Note: Not all of the Unified Communication Manager(CUCM) phones support Agent Greeting feature. Refer to Agent Greeting document for the list of supported BIB phones for Agent Greeting feature. 1. Choose correct/supported device to use for the Agent Greeting feature. 2. Enable BIB for device that supports BIB. In the CUCM Admin configuration, select Device > Phone, then select the agent phone. In the Device Information configuration, set the Built In Bridge to On. Problem Summary 9 UCCE Peripheral Gateway indicates "Failed to play Agent Greeting... due to start media fail." (EnterpriseAgent PIM Event ID: 52) 1. Agent Greeting feature is not supported on the device although BIB on device is enabled. 2. The VRU label for the Call manager peripheral routing client is not configured correctly.

7 3. The CUCM Route Pattern is not configured correctly for the CVP VRU Label. 4. The VRU label for the CUCM peripheral routing client doesn't match the Unified CM Route Pattern. 5. CVP is not configured or working properly. 1. Choose correct/supported device to use for the Agent Greeting feature. 2. In ICM Network VRU configuration, check the VRU label for the Call Manager peripheral routing client is configured correctly. 3. In Call Manager Admin configuration, select Call Routing > Route/Hunt > Route Pattern. Check the route pattern is configured correctly for the CVP VRU label and is associated with the a sip trunk pointed to the Agent Greeting CVP Call Server. 4. In CVP, check all of the services are up and running. Problem Summary 10 UCCE Peripheral Gateway indicates "Failed to play Agent Greeting... due to route request timed out." (EnterpriseAgent PIM Event ID: 40). There is a delay in ICM Router or PG or in between those two components, which caused the Agent Greeting route request timed out. 1. Check if there is any failover between ICM Routers or Peripheral Gateway (PG). 2. Check network configuration. Problem Summary 11 UCCE Peripheral Gateway indicates "Failed to play Agent Greeting... due to Agent Greeting request timeout." (EnterpriseAgent PIM Event ID: 38).

8 Agent Greeting request to CUCM times out. 1. Check network between UCCE Jtapi Gateway (JGW) and CUCM. 2. Check CUCM and CVP Server.