Contact Center Enterprise End to End Call Flow Troubleshooting and Configuration

Transcription

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2 Contact Center Enterprise End to End Call Flow Troubleshooting and Configuration Taylan Kucuk Technical Solutions Manager (CCBU) [CCIE Collaboration #25858] Carles Duz Palau Technical Solutions Manager (CCBU) [CCIE Collaboration #25864]

3 Cisco Spark How Questions? Use Cisco Spark to communicate with the speaker after the session 1. Find this session in the Cisco Live Mobile App 2. Click Join the Discussion 3. Install Spark or go directly to the space 4. Enter messages/questions in the space cs.co/ciscolivebot# 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

4 Session Objectives This lab session is for enterprise voice and contact center engineers interested in the Cisco Contact Center Enterprise (CCE) Solution. A deep dive interactive explanation of the CCE call flow and component interaction will be provided. Students will then be taught how to implement and troubleshoot the solution through hands-on lab exercises and tips shared by the experts. All the content and labs will be based on the latest 11.6 Release. This is an intermediate level session intended for engineers with prior CCE experience.

5 Agenda Lab Topology & Access End to End CCE Call Flow Detailed Call Flow Analysis Troubleshooting Methodology Conclusion

6 Lab Topology & Access

7 Lab Topology DC/DNS ADFS/ MAIL ECE PCCE ALL IN ONE SocialMiner VVB Agent Desktop 1 Agent Desktop 2 Windows Windows Windows UCOS UCOS Boxborough, MA /24 UCM Finesse CVP CUIC LiveData ids UCOS UCOS Windows UCOS User Desktop Barcelona 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 7

8 Accessing the Servers VPN: psummit.cisco.com Group: Psummit-PodX Username: podxuser1 Password: cleur2018! 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 8

9 Accessing the Servers All pods are clones of the same master pod All machines in the pod can be reached via Remote Desktop or SSH. We have placed mremoteng connection manager on your laptop with all profiles you need to reach every server in this lab You can open all connections you need and switch between them thanks to its tabbed interface 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 9

10 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 10

11 Lab Time: Self Assessment Contact Center is Down! TAC CASE is opened as P1 [ ] Issue reproduced All log files are provided Please Solve the issue ASAP!! Please follow the Self Assessment Lab Exercise in the lab guide 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 11

12 5 Minutes before Call Center Start taking Calls 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 12

13 End to End CCE Call Flow Introduction

14 High level overview of the CVP Comprehensive Call Flow Objective Dividing the Call flow in to logical parts 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 14

15 What is a Call? Media Leg 1 Leg 2 Caller 1 Call Control Component Caller Cisco and/or its affiliates. All rights reserved. Cisco Public 15

16 What is a Contact Center Call Media IVR Switch Leg Customer Caller 1 Call Control Component Caller Agent 2 Media 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 16

17 INVITE Call Flow VXML GW CUCM Agent New 4 VVB 1 New Call CUBE or Ingress GW 1 INVITE CVP Temp Connect IVR Treatment Agent Label 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 17

18 Part 1 Switch Leg CUCM Agent VVB 1 New Call 1 INVITE CUBE or Ingress GW CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 18

19 Part 1 Switch Leg IVR Customer Switch Leg Call Control Component Agent 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 19

20 Part 2 VRU Leg CUCM Agent VVB 1 New Call 1 INVITE 2 Temp Connect CUBE or Ingress GW CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 20

21 Part 2 VRU Leg Media VRU Customer Switch Leg Call Control Component Agent 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 21

22 Part 3 IVR Treatment CUCM Agent VVB 1 New Call CUBE or Ingress GW 1 INVITE CVP 2 3 Temp Connect IVR Treatment 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 22

23 Part 3 IVR Treatment Media VRU Customer Switch Leg Call Control Component Agent 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 23

24 INVITE Part 4 Agent Leg CUCM Agent VVB 4 1 New Call CUBE or Ingress GW 1 INVITE CVP Temp Connect IVR Treatment Agent Label 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 24

25 Part 4 Agent Leg Media IVR Customer Switch Leg Call Control Component Media Agent 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 25

26 Learnings from Section 4 Logical Parts of the Call Flow Switch Leg VRU Leg IVR Treatment Agent Leg Narrowing down the Problem 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 26

27 Protocols and Call IDs

28 Protocols and Call IDentifiers used Objective How to follow a call End to End 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 28

29 INVITE Call Flow CUCM Agent VVB 4 1 New Call CUBE or Ingress GW 1 INVITE CVP Temp Connect IVR Treatment Agent Label 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 29

30 Call IDs Agent CUCM Agent VVB Agent CUBE or Ingress GW CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 30

31 Protocols HTTP GED125 CUCM Agent VVB HTTP GED 125 CUBE or Ingress GW CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 31

32 Call IDs Between Components HTTP GED125 CUCM Agent VVB HTTP Call ID Call ID #3 Call ID #2 Dialog ID #1 Call ID #1 CUBE or Ingress GW CVP Dialog ID # Cisco and/or its affiliates. All rights reserved. Cisco Public 32

33 Call IDs Within Components HTTP GED125 CUCM Inbound CI Outbound CI CALLGUID Agent VVB HTTP Call ID Call ID #3 Call ID #2 CCAPI Inbound Call ID CCAPI Outbound Call ID CUBE or Ingress GW Call ID #1 CVP Dialog ID #1 Dialog ID #2 Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 33

34 Part 1 Switch Leg CUCM HTTP GED125 Agent VVB 1 New Call CCAPI Inbound Call ID CCAPI Outbound Call ID CUBE or Ingress GW 1 INVITE Switch leg Call ID #1 Call ID CVP DLG ID Dialog #1 ID Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 34

35 Part 2 VRU Leg CALLGUID-X CUCM HTTP GED125 CALLGUID VRU leg Call ID #2 Call ID Agent VVB HTTP Call ID CALLGUID CUBE or Ingress GW 1 INVITE CVP 1 2 New Call Temp Connect Dialog ID DLG IVR ID Dialog #2 ID Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 35

36 Part 3 IVR Treatment HTTP GED125 CUCM Agent VVB 1 New Call CUBE or Ingress GW 1 INVITE CVP CALLGUID 2 3 Temp Connect IVR Treatment IVR Dialog ID Call Key 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 36

37 INVITE Part 4 Agent Leg HTTP GED125 Inbound CI CUCM Outbound CI Agent VVB 4 Agent Leg Call ID #3 Call ID CALLGUID-Y 1 New Call CUBE or Ingress GW 1 INVITE CVP Temp Connect IVR Treatment Agent Label Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 37

38 Call IDs - Summary VVB CALLGUID VVB CUCM Outbound CI Inbound CI Agent leg Call ID CUCM CVP CALLGUID Switch Leg Call ID VRU Leg Call ID Agent leg Call ID Dialog ID IVR Dialog ID CVP Ingress Gateway CCAPI Inbound Call ID CCAPI Outbound Call ID Switch Leg Call ID Cisco-GUID ISDN Call Reference CUBE or Ingress GW Call Key Dialog ID IVR Dialog ID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 38

39 Protocols: HTTP GED125 Call IDs Differentiate calls Summary End to End call analysis Between components Within components 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 39

40 Detailed Call Flow Analysis

41 Objective Deep Diving in each Logical Part of the Call Flow Understanding exact Message flow Understanding Required Configuration Hands-on Troubleshooting and Configuration Exercise Expert Tips 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 41

42 INVITE Call Flow HTTP GED125 CUCM Agent VVB 4 1 New Call CUBE or Ingress GW 1 INVITE CVP Temp Connect IVR Treatment Agent Label 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 42

43 Part 1 Switch Leg

44 Part 1 Switch Leg CUCM HTTP GED125 INTERNAL Agent VVB CUBE or Ingress GW IVR VXML Server Call Server CVP CVP ICM VRU PG VRU PG 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 44

45 Part 1 Switch Leg CUCM HTTP GED125 INTERNAL Agent VVB CUBE or Ingress GW 1 INVITE IVR VXML Server Call Server ICM 1 New Call VRU PG PG VRU 1 Route Request CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 45

46 Part 1 Switch Leg CUCM Agent VVB No Configuration Dialed Number Call Type Script Schedule Script Dial Peer IVR VXML Server VRU PG PG CUBE or Ingress GW Call Server ICM VRU CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 46

47 Lab Time Exercise 1 Call Flow Details Contact Center number: ICM Script: Troubleshoot Expected Behavior: Welcome Prompt Queue Music Agent Agent: Jdoe Cisco and/or its affiliates. All rights reserved. Cisco Public 47

48 Tools: Notepad++, PCCE Log Collection Switch Leg is successful if you hit Start node in ICM Script Exercise 1 Key Takeaways Always start with CVP and logs. (Default tracing will be enough) To find your call in CVP logs, search for the String New Call with guid Once you find your <CVP GUID>, search for CALLGUID=<CVP GUID> 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 48

49 Exercise 1 Expert Tips Log Viewer 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 49

50 Part 2 VRU Leg

51 Part 2 VRU Leg CUCM HTTP GED125 INTERNAL Agent VVB CUBE or Ingress GW IVR VXML Server Call Server CVP ICM VRU PG PG VRU 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 51

52 Part 2 VRU Leg HTTP GED125 CUCM INTERNAL [IVR] - processing from VXMLServer - [NEW_CALL] DNIS= Agent VVB ra-rtr Trace: (1 x 1001 : 0 0) TransferToVRU: Label= , CorID=1001 Network VRU Label + Correlation ID IVR VXML Server VRU PG INVITE TO <sip: @ ;trans CUBE or port=tcp> FROM "--CVP_11_5_1_0_1_0_349" <sip:2002@ :5060> Ingress GW EXPIRES[60] 100REL[Unsupported] Call Server CVP ICM 2 Temp Connect PG VRU 2 Connect 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 52

53 Part 2 VRU Leg CUCM HTTP GED125 INTERNAL [Publishing to ICM_SS] [NEW_CALL] DialogID=0 SendSeqNo=0 DNIS= Agent VVB? DNIS is 14 Characters [DNIS= ] Maximum Length of DNIS Should be 10 CUBE or Ingress GW IVR VXML Server Call Server CVP ICM This is not a New Call This is an existing call in the system Should know what to do with it! CALLGUID = C5BA A0A0A - Correlation ID routed call Correlation ID = [Network VRU Label + Correlation ID] - First 10 digits 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 53

54 Part 2 VRU Leg CUCM matches this Correlation ID and finds the call HTTP GED125 INTERNAL Working 04:16:57:255 ra-rtr Trace: (1 x 1001 : 0 0) TransferToVRU: Label= , CorID=1001, VRUID=5000, RCID= :16:57:692 ra-rtr Trace: ( : 0 0) RequestInstr: CID=(151607,201), CallState=1 04:16:57:692 ra-rtr Trace: Script-Continue CID=(151607,201) Default\\MICROAPP Send To VRU 4 Agent VVB Not Working 04:56:09:273 ra-rtr Trace: (3 x 1002 : 0 0) TransferToVRU: Label= , CorID=1002, VRUID=5000, RCID= :56:09:382 ra-rtr Trace: Dialog (4) has a correlation id (2 002) that is unknown. 04:56:09:382 ra-rtr Trace: sending dialog fail reason (11) for dialog (4).? IVR VXML Server VRU PG CUBE or Ingress GW Call Server ICM 2 2 Temp Connect Request Instructions PG VRU 2 2 Connect Request Instructions CVP Correlation ID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 54

55 Part 2 VRU Leg CUCM Agent VVB Trigger (Associated with Comprehensive Application) Route for VRU label MAX DNIS Length IVR VXML Server VRU PG Network VRU Network VRU Label Script PG CUBE or Ingress GW Call Server ICM VRU CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 55

56 Lab Time Exercise 2 Call Flow Details Contact Center number: ICM Script: Troubleshoot Expected Behavior: Welcome Prompt Queue Music Agent Agent: Jdoe Cisco and/or its affiliates. All rights reserved. Cisco Public 56

57 Tools: CLAV Tool VRU Leg is completed when Call exits success of Send to VRU Node Exercise 2 Key Takeaways VVB comes with preconfigured Trigger [ ] and Applications 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 57

58 Exercise 2 Expert Tips Max DNIS Length All Network VRU labels in UCCE solution must be same length Difference between Save and Save & Deploy 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 58

59 Exercise 2 Expert Tips REST APIs Cisco Packaged CCE Developer Reference Release 11.6(1).pdf 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 59

60 Part 3 IVR Treatment

61 Part 3 IVR Treatment CUCM HTTP GED125 INTERNAL Agent VVB IVR VXML Server VRU PG PG CUBE or Ingress GW ICM Call Server CVP VRU 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 61

62 Part 3 IVR Treatment CUCM HTTP GED125 INTERNAL VoiceBrowser.invokeApplication(level:1): [URI= fragment=null] Fetch: Fetch: Fetch: Play: Fetch: Fetch: Agent Play: VVB [IVR] - Publishing to VXMLServer - [RUN_SCRIPT_REQ] DialogID=28 scriptid=gs,server,v, callguid=676f e280a0a0a, application=cvpmenu CVPMenu IVR VXML Server VXMLApp1 VXMLApp2 3 Run External Script Request VRU PG PG 3 Run External Script Request CUBE or Ingress GW ICM Call Server CVP VRU 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 62

63 Part 3 IVR Treatment CUCM HTTP GED125 INTERNAL Agent VVB [IVR] [Publishing to ICM_SS] [RUN_SCRIPT_RESULT] DialogID=0 SendSeqNo=0 InvokeID=1 Result=1 CED=1 CVPMenu IVR VXML Server VXMLApp1 VXMLApp2 3 Run External Script Request VRU PG PG 3 Run External Script Request CUBE or Ingress GW ICM Call Server 3 Run External Script Result VRU 3 Run External Script Result CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 63

64 Part 3 IVR Treatment CUCM Agent VVB No Configuration Media Server VXML Script IIS [default] CVPMenu IVR VXML Server VXMLApp1 VXMLApp2 VRU PG Script Set Variables Network VRU Scripts PG CUBE or Ingress GW Call Server ICM VRU CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 64

65 Lab Time Exercise 3 Call Flow Details Contact Center number: ICM Script: Troubleshoot Expected Behavior: Welcome Prompt Queue Music Agent Agent: Jdoe Cisco and/or its affiliates. All rights reserved. Cisco Public 65

66 Tools: Wireshark [HTTP Filters] Exercise 3 Key Takeaways Completed when All Run External Script Nodes are completed successfully Default Media Server [only for MicroApps] 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 66

67 Part 3 IVR Treatment Expert Tips Difference between MicroApp and VXML Application? VXML Applications are developed with CallStudio and deployed on the VXML Server Microapps are built in CVP code and gives you possibility to develop basic IVR interaction PlayMedia PM GetDigits - GD Menu - M Both are invoked by Run_external_Script node in ICM Script Both requires Set_Variable nodes in ICM script for required parameters - i.e Application name for VXML Application - i.e Media Server, prompt location for MicroApp 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 67

68 Part 3 IVR Treatment Expert Tips VXML Applications Configure VXML Application and Deploy Configure Network VRU Script (GS,Server,V) Invoke the VXML Application from ICM Script 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 68

69 Part 3 IVR Treatment Expert Tips VXML Applications Log Files Activity Logs: C:\Cisco\CVP\VXMLServer\applications\<Application Name>\logs\ActivityLog.CVPMenu,06/05/ :39:17.930,,start,newcall, CVPMenu,06/05/ :39:17.930,,start,ani,1001 CVPMenu,06/05/ :39:17.930,,start,dnis,40400 CVPMenu,06/05/ :39:17.930,,start,parameter,callid=D22A A0A0A CVPMenu,06/05/ :39:17.930,,start,parameter,_dnis=40400 CVPMenu,06/05/ :39:17.930,,start,parameter,_ani=1001 CVPMenu,06/05/ :39:17.930,pWelcome,enter, CVPMenu,06/05/ :39:17.935,pWelcome,interaction,audio_group,initial_audio_group CVPMenu,06/05/ :39:17.977,pWelcome,exit,done CVPMenu,06/05/ :39:17.977,mMainMenu,enter, CVPMenu,06/05/ :39:29.305,mMainMenu,data,value,1 CVPMenu,06/05/ :39:29.305,mMainMenu,data,selection,1 CVPMenu,06/05/ :39:29.305,mMainMenu,data,confidence,1.0 CVPMenu,06/05/ :39:29.305,mMainMenu,data,value_confidence,1.0 CVPMenu,06/05/ :39:17.977,mMainMenu,interaction,audio_group,initial_audio_group CVPMenu,06/05/ :39:29.096,mMainMenu,interaction,utterance,1 CVPMenu,06/05/ :39:29.096,mMainMenu,interaction,inputmode,dtmf CVPMenu,06/05/ :39:29.096,mMainMenu,interaction,interpretation,1 CVPMenu,06/05/ :39:29.096,mMainMenu,interaction,confidence,1.0 CVPMenu,06/05/ :39:29.364,mMainMenu,interaction,audio_group,done_audio_group CVPMenu,06/05/ :39:29.368,mMainMenu,exit,option1 CVPMenu,06/05/ :39:29.368,pOption1,enter, CVPMenu,06/05/ :39:29.393,pOption1,interaction,audio_group,initial_audio_group CVPMenu,06/05/ :39:29.415,pOption1,exit,done CVPMenu,06/05/ :39:29.415,cvpReturnAgent,enter, CVPMenu,06/05/ :39:30.899,cvpReturnAgent,exit, VVB Logs VoiceBrowser.invokeApplication(level:1): [URI= fragment=null] Fetch: 002E280A0A0A&_dnis=40400&_ani=1001 Fetch: =CVPMenu&session_id= CVPMenu Fetch: Play: Fetch: Fetch: Play: playandrecognize Listen: playandrecognize done. Fetch: Fetch: Play: Fetch: Fetch: Play: Fetch: playandbargein Listen: playandbargein done Cisco and/or its affiliates. All rights reserved. Cisco Public 69

70 Part 3 IVR Treatment Expert Tips MicroApps Configure Network VRU Script Set Parameters (like media server, media library and invoke the Microapp) The language string specified in script or JTAPI trigger = en-us Fetch: Play: Cisco and/or its affiliates. All rights reserved. Cisco Public 70

71 Part 3 IVR Treatment Expert Tips Starting with 11.5, IVR SubSystem is moved to VXML Server Now Microapps consumes VXML License as well Important Sizing consideration if you are upgrading a Customer from 10.5 or 11.0 to 11.5 or later releases Cisco and/or its affiliates. All rights reserved. Cisco Public 71

72 Part 3 IVR Treatment Expert Tips TIP 8 VVB Plays the prompts from Cache Show vvb cache cache_entries Set vvb cache stale_cache_entries Show vvb cache cache_entry <entry URL> 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 72

73 Part 3 IVR Treatment Expert Tips First Run 2nd Run 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 73

74 Part 3 IVR Treatment Expert Tips IIS Content Expiration Note: IIS Management Console needs to be installed on CVP Media Servers 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 74

75 Part 4 Agent Leg

76 Part 4 Agent Leg CUCM Agent HTTP GED125 INTERNAL A B Finesse VVB JGW PIM OPC AGENT PG CTISVR IVR VXML Server VRU PG CUBE or Ingress GW Call Server ICM VRU PG CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 76

77 Part 4 Agent Leg CUCM Agent 4 RESERVED HTTP GED125 INTERNAL A B Finesse VVB JGW PIM OPC AGENT PG CTISVR 4 4 PRE CALL IND PRE CALL IND CUBE or Ingress GW IVR VXML Server Call Server ICM 4 Connect VRU PG PG VRU 4 Connect CVP Processing from UCCE - [CONNECT] DialogID=8 SendSeqNo=2 Label= Cisco and/or its affiliates. All rights reserved. Cisco Public 77

78 Part 4 Agent Leg CUCM Agent 4 RESERVED HTTP GED125 A B INTERNAL Finesse 4.2 VVB INVITE RINGBACK 4.4 BYE RINGBACK 4.1 BYE VRU LEG JGW PIM OPC AGENT PG CTISVR 4 4 PRE CALL IND PRE CALL IND IVR VXML Server 4.3 INVITE AGENT LEG 4 Connect VRU PG 4 Connect CUBE or Ingress GW [OUTBOUND]: [RING-OUT]: INVITE Notifying TO that ringtone <sip: @ ;transport=tcp> is established 200 OK with caller Call Server CVP ICM VRU PG 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 78

79 Part 4 Agent Leg Required Configuration VVB No Configuration Trunk Agent DN CSS / Partitions Route to RingBack Route to Agent DN CUCM Agent JGW PIM OPC AGENT PG CTISVR A B Finesse Desktop Layout Call Variables IVR VXML Server VRU PG CUBE or Ingress GW Call Server ICM VRU PG Skill Groups Agents Script CVP 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 79

80 Lab Time Exercise 4 Call Flow Details Contact Center number: ICM Script: Troubleshoot Expected Behavior: Welcome Prompt Queue Music Agent Agent: Jdoe Cisco and/or its affiliates. All rights reserved. Cisco Public 80

81 Tools: WireShark (Telephony VOIP Calls) Completed when the Agent receives the call Exercise 4 Key Takeaways If Agent is reserved. But not receiving the call, ICM is out of picture Finesse is not involved in call signalling part. If the call fails to route to the agent, Finesse is out of picture 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 81

82 Part 4 Agent Leg Expert Tips In Dialed Number Pattern configuration, Send to Originator takes priority over Local Static group 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 82

83 Part 4 Agent Leg Expert Tips CUCM AXL Toolkit Cisco Administrative XML (AXL) Toolkit enables Developers to create applications that create, read, update and delete provisioning objects on the CUCM Publisher. It has Java-based libraries that use SOAP over HTTP/HTTPS to send and receive AXL requests and responses 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 83

84 Troubleshooting Methodology

85 If I had an hour to solve a problem I'd spend 55 minutes thinking about the problem and 5 minutes thinking about solutions. Albert Einstein 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 85

86 Problem Isolation What kind of questions TAC asks when you open a Case? Versions (full version including ES) Is this a new installation or upgrade? Has this ever worked before? If it was working before, what changes have you made since this started? Call flow / topology? Which agents / numbers / locations are affected? 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 86

87 Problem Isolation What is the exact prompt/error? Female Error Prompt: CVP Call Server Male Error Prompt: CVP VXML Server Error CUCM Error Prompt 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 87

88 Narrow Down the Problem Identify the stage where the problem is reported Call fails at the beginning [Part 1 Switch Leg] Call fails at VRU / Send to VRU Node [Part 2 VRU Leg] Call fails at Prompts, CVP Scripts / Run External Script issues [Part 3 IVR Treatment] Call fails at Agent, Reserved but does not receive call [Part4 Agent Leg] 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 88

89 What Additional information is Useful Business Impact Contact Center is impacted but which part of the business? How many calls / agents / sites are affected? Case Severity may not reflect the Business Impact. Engagement Who is involved and why? Main contact and phone number Follow the sun until resolution? Time Saver Provide the Call IDs, ANI, DNIS, Timestamps, steps done to reproduce the issue, symptoms experienced (for caller and agent), output from TCD and RCD tables What is the expected behavior for working call? 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 89

90 Contact Center is Down! TAC CASE is opened as P1 [ ] Issue reproduced Self Assessment All log files are provided Please Solve the issue ASAP!! Please follow the Self Assessment Lab Exercise in the lab guide 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 90

91 5 Minutes before Call Center Start taking Calls 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 91

92 Don t Check any Logs Until You Fully Understand the Problem Narrow Down the Issue Conclusion Know the Call Flow and Messages Know the tools and their powers 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

93 Cisco Spark How Questions? Use Cisco Spark to communicate with the speaker after the session 1. Find this session in the Cisco Live Mobile App 2. Click Join the Discussion 3. Install Spark or go directly to the space 4. Enter messages/questions in the space cs.co/ciscolivebot# 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public

94 Please complete your Online Session Evaluations after each session Complete 4 Session Evaluations & the Overall Conference Evaluation (available from Thursday) to receive your Cisco Live T-shirt All surveys can be completed via the Cisco Live Mobile App or the Communication Stations Complete Your Online Session Evaluation Don t forget: Cisco Live sessions will be available for viewing on-demand after the event at Cisco and/or its affiliates. All rights reserved. Cisco Public

95 Continue Your Education Demos in the Cisco campus Walk-in Self-Paced Labs Tech Circle Meet the Engineer 1:1 meetings Related sessions WISP - [LABCCT-2012] UCCE Solutions - Hands on Cisco Virtualized Voice Browser (CVVB) and Customer Voice Portal (CVP) features 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 95

96 Thank you

97

98 Bonus Slides

99 CALL IDs

100 Call IDs - Summary VVB VRU Leg ID CALLGUID VVB CUCM Agent Leg ID Call CI CUCM Finesse Dialog ID A B Finesse CVP CALLGUID Switch Leg ID VRU Leg ID Agent leg ID Dialog ID VRU Dialog ID CVP Agent PG CallID IDVal Call Key JGW PIM OPC AGENT PG CTISVR Ingress Gateway ISDN Call Reference Call ID CCAPI ID Cisco-GUID CUBE or Ingress GW VRU PG Dialog ID CORR ID VRU Dialog ID call Key VRU PG PG VRU Dialog ID CORR ID VRU Dialog ID Call Key 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 100

101 Call IDs Ingress GW HTTP GED125 CUCM Inbound CI Outbound CI Agent VVB CVP GUID Call ID Call ID CCAPI Inbound Call ID CCAPI Outbound Call ID CUBE or Ingress GW Call ID CVP DLGIG IVR DLGIG Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 101

102 Call IDs Ingress GW 09:09:19.045: //-1/CD450F000000/CCAPI/cc_api_call_setup_ind_common: Interface=0x , Call Info( Calling Name=) Called NPI=Unknown), Incoming Dial-peer=1000, Call Id= :09:20.049: //506981/CD450F000000/CCAPI/ccIFCallSetupRequestPrivate: Call Params(Calling Called Number=40100(TON=Unknown, NPI=Unknown), Calling Translated=FALSE, 09:09:20.053: //506981/CD450F000000/CCAPI/ccSaveDialpeerTag: Outgoing Dial-peer= : Feb 3 09:09:20.053: //506982/CD450F000000//Msg/ccsipDisplayMsg: Sent: INVITE sip:40100@ :5060 /2.0 Via: /2.0/UDP :5060;branch=z9hG4bK6924B3 Remote-Party-ID: "Customer CVP_10_0_1_0_0_0_490" <sip:1001@ >;party=calling;screen=yes;privacy=off From: sip:1001@ ;tag=633b0bb To: <sip:40100@ > Date: Wed, 03 Feb :09:20 GMT Call-ID: A4B40149-C98C11E5-BCC3F95B-ECCD4892@ Supported: timer,resource-priority,replaces,sdp-anat Min-SE: 1800 Cisco-Guid: CCAPI Inbound Call ID CCAPI Outbound Call ID Switch Leg Call ID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 102

103 Call IDs CVP HTTP GED125 CUCM Inbound CI Outbound CI Agent VVB CVP GUID Call ID Call ID CCAPI Inbound Call ID CCAPI Outbound Call ID CUBE or Ingress GW Call ID CVP DLGIG IVR DLGIG Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 103

104 Call IDs CVP CALL GUID 04:08: : %CVP_11_0_-7-CALL: {Thrd=DATAI.6} Found an incoming CISCO-GUID hdr : , Generated a new CVP-ID hdr : CD450F E280A0A0A 04:08: : %CVP_11_0_-7-CALL: {Thrd=DATAI.6} CALLGUID = CD450F E280A0A0A LEGID = A4B40149-C98C11E5-BCC3F95B-ECCD [INBOUND]: Display Name ["Customer CVP_10_0_1_0_0_0_490"] Switch Leg Call ID 04:08: : %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-214-ICM-166} CALLGUID = CD450F E280A0A0A, DLGID = 27 [_LEG] - Publishing,, [ICM_NEW_CALL], topic=cisco.cvp.ged125.msg, dialogueid=27 04:08: : %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-218-ICM-167} CALLGUID = CD450F E280A0A0A, DLGID = 27 [_LEG] - Processing,, [ICM_TEMPORARY_CONNECT], topic=cisco.cvp.ged125.msg, dialogueid=27, sendseqno=1, label= , correlationid= :08: : %CVP_11_0_-7-CALL: {Thrd=pool-1-thread } CALLGUID = CD450F E280A0A0A LEGID = CD450F E280A0A0A [OUTBOUND]: INVITE TO sip: @ :5060;transport=tcp 04:08: : %CVP_11_0_IVR-7-CALL: {Thrd=http-processor27} VBServlet:service: HTTP Request from : { RECOVERY_VXML=flash:recovery.vxml, CALL_DNIS= , CALL_UUI=, MSG_TYPE=CALL_NEW, ERROR_CODE=NONE(0), CALL_ID=B D280A0A0A, CLIENT_TYPE=IOS, CALL_ANI=sip:1001@ :5060 } VRU DLGID 04:08: : %CVP_11_0_ICM-7-CALL: {Thrd=pool-1-thread-220-ICM-169} CALLGUID = CD450F E280A0A0A, DLGID = 28 [IVR_LEG] - Publishing,, [ICM_REQUEST_INSTRUCTION], topic=cisco.cvp.ged125.msg, dialogueid=28, sendseqno=1, correlationid=1007, location=, locationpkid=, pstntrunkgroupid=, pstntrunkgroupchannelnum= , sipheader=,, LEGID =, DNIS = DLGID Correlation ID VRU Leg Call ID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 104

105 Call IDs HTTP GED125 CUCM Inbound CI Outbound CI Agent VVB CVP GUID Call ID Call ID CCAPI Inbound Call ID CCAPI Outbound Call ID CUBE or Ingress GW Call ID CVP DLGIG IVR DLGIG Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 105

106 Call IDs CallKeyDay CallKey 04:08:41:547 ra-rtr Trace: (27 x 0 : 0 0) NewCall: CID=(151608,204), DN=40100, ANI=1001, CED=, RCID=5001, MRDID=1, CallAtVRU=1, OpCode=0 04:08:41:547 ra-rtr Trace: (27 x 0 : 0 0) Correlation id for dialog is (1007). 04:08:41:547 ra-rtr Trace: (27 x 1007 : 0 0) TransferToVRU: Label= , CorID=1007, VRUID=5000, RCID= :08:41:656 ra-rtr Trace: ( : 0 0) RequestInstr: CID=(151608,204), CallState=1 04:08:55:172 ra-rtr Trace: ( : 0 0) DeviceTargetPreCall_V12: CID=(151608,204), PerID=5000, SGSTID=5037, AGSTID=5039 Correlation ID DLGID VRU DLGID 04:08:55:172 ra-rtr Trace: ( : 0 0) Connect: CID=(151608,204), EventSelect=0, ServiceType=0, RCID=5001, Label(s)= Cisco and/or its affiliates. All rights reserved. Cisco Public 106

107 Call IDs VVB HTTP GED125 CUCM Inbound CI Outbound CI Agent VVB CALLGUID Call ID Call ID CCAPI Inbound Call ID CCAPI Outbound Call ID CUBE or Ingress GW Call ID CVP DLGIG IVR DLGIG Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 107

108 Call IDs VVB %MIVR-JASMIN-7-UNK:[CALLID=CD450F E280A0A0A ] NEW_CALL, GUCID=CD450F E280A0A0A; GUID= ; Call ID VRU Leg %MIVR-SS_VB-7-UNK:[CALLID=CD450F E280A0A0A ] VoiceBrowser.invokeApplication(level:0): [URI=file:/opt/cisco/uccx/Documents/System/bootstrap.vxml fragment=null] %MIVR-SS_VB-7-UNK:[CALLID=CD450F E280A0A0A ] Fetch: file:/opt/cisco/uccx/documents/system/bootstrap.vxml %MIVR-SS_VB-7-UNK:[CALLID=CD450F E280A0A0A ] Fetch: %3A5060&ERROR_CODE=0&RECOVERY_VXML=crtp%3A%2FSDocuments%2FSurvivability.vxml&CLIENT_TYP E=IOS&CALL_ID=CD450F E280A0A0A&CALL_LEGID=CD450F E280A0A0A % &CALL_UUI=&VERSION=Voice_Browser_11_5 CALL GUID %MIVR-SS_VB-7-UNK:[CALLID=CD450F E280A0A0A ] Play: us/app/welcome.wav %MIVR-SS_VB-7-UNK:[CALLID=CD450F E280A0A0A ] Fetch: us/app/welcome.wav 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 108

109 Call IDs CUCM HTTP GED125 CUCM Inbound CI Outbound CI Agent VVB CVP GUID Call ID Call ID CCAPI Inbound Call ID CCAPI Outbound Call ID CUBE or Ingress GW Call ID CVP DLGIG IVR DLGIG Call Key CALLGUID 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 109

110 Call IDs CUCM ///Udp/wait_UdpDataInd: Incoming TCP message size 1277 from :[32796]: [ ,NET] INVITE /2.0 Via: /2.0/TCP :5060;branch=z9hG4bKSLIsQ4wuxiPtjygFXoQFVg~~2628 To: From: 1001 Call-ID: Cisco-Guid: Cisco-Gucid: CD450F E280A0A0A App-Info: < :8000:8443> ///D(10,73,14)/ccbId= /scbId=0/restart0_SetupInd: mtsp.devicename[cvp Trunk] 10,100,230, ^ ^* CALL GUID Call ID Agent Leg ///D(10,73,14)/ccbId=0/scbId=0/getKeyBasedOnCiAndBranch: AddressingElement branch is 0 and ci is mapKey is ,100,230, ^ ^* LineControl(745) - Get call instance=1 for CI= ,100,230, ^ ^* CUCM Inbound CI CUCM Outbound CI 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 110

111 Call IDs Agent PG PIM 04:08:55:172 PG1A-pim1 Trace: DeviceTargetPreCallInd: PreLock: RTRCallKey= NTID: 0 dialed number=40100 CED= ASTID=5039, AG=, CustomerDefinitionID=1, AW=0 04:08:55:265 PG1A-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Offered: SENT TO OPC CallID = DeviceID = 1001 DeviceType = Dynamic Calling = 1001 Called = 2001 JGW 04:08:55:234 PG1A-jgw1 Trace: CallActiveEv CID: Agent PG CallID 04:08:55:234 PG1A-jgw1 Trace: handleconncreated::new MyDestMyConnection() MyConn: GenID: 5 IDVal: Dev: 2001/0 Ext: 2001 DevTgStr: Addr: 2001 State: INPROGRESS CCState: OFFERED prevccstate: UNKNOWN loggedin: Y. CallKeyDay CallKey CUCM Outbound CI 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 111

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