Cisco Connect...Методология поиска и устранения...

Cisco Connect Москва, 2017

Цифровизация: здесь и сейчас

Поиск и устранение неисправностей для решений UCCE/CVP

Сергей Олиферов

Инженер технической поддержки, Cisco TAC

© 2017 Cisco and/or its affiliates. All rights reserved.

Методология поиска и устранения неисправностей

Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 03

Методология поиска и устранения неисправностей по KT

- какой именно объект/объекты работает неправильно,

- как это работает сейчас,

- как это должно работать,

- в чем разница между тем как должно работать и как работает сейчас.


Методология поиска и устранения неисправностей по KT


Архитектура UCCE и CVP


Архитектура решения UCCE и CVP


Router

Router

CUBE или

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

CVP Operation Console

SIP

SIP CVP

Tomcat

HTTP

VXML GW

SIP/ISDN



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

Ingress Gateway/CUBE Терминирует на себе TDM

и/или SIP вызовы



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

CVP Call Server Состоит из трех сервисов SIP Service, ICM Service,

IVR Service.



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

VXML Gateway Выполняет функцию Voice Browser. Интерпретирует

VXML в действия с голосовым вызовом



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

CVP VXML Server Сервер на котором выполняются

VXML скрипты для создания контента для VXML browser-а



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

Media Server Сервер который содержит

голосовые подсказки



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

Operation console Сервер через который происходит

конфигурация CVP



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

Router Обеспечивает обработку

вызова согласно сконфигурированного

сценария



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

VRU PG Обеспечивает взаимодействие между CVP Call server и Router



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

Agent PG Обеспечивает взаимодействие

между CUCM и Router



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

Finess Рабочее место оператора



Router

Router

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent

B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat


SIP

SIP CVP

Tomcat

HTTP

VXML GW

CUCM IP АТС

Классификация типовых проблем


Платформа Call flow Изменения

High CPU/Memory Вызов не устанавливается Обновление

Disk Нештатное рассоединение вызова Конфигурация нового функционала

Одностороняя слышимость

Call flow входящего вызова


Сall flow для входящего вызова Общий план


Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

SIP INVITE

ISDN SETUP



Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

SIP INVITE

SIP INVITE

ISDN SETUP



Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

SIP INVITE

SIP INVITE

ISDN SETUP

Label request



Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

SIP INVITE

SIP INVITE

ISDN SETUP

Label request

Label

Сall flow для входящего вызова - общий план


Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

SIP INVITE

SIP INVITE

ISDN SETUP

Label request

Label



Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

SIP INVITE

SIP INVITE

ISDN SETUP

Label request

Label

RTP

Стадии входящего вызова


Стадии вызова - Switch Leg


Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

SIP INVITE

SIP INVITE

ISDN SETUP

Label request

Label

RTP

Стадии вызова - VRU Leg


Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

Стадии вызова - IVR Treatment


Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

Стадии вызова - Agent Leg


Router

Router

VXML GW

CUBE or

Ingress GW

VRU PG

PG

VRU

CUCM

Agent B A

Finesse

Agent PG

PG

AgPG

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

Label

SIP INVITE

Подробно Switch Leg


Switch Leg


CUBE or

Ingress GW CVP Call server

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

SIP INVITE NEW CALL ROUTE REQEST

SIP INVITE

055612: Sep 25 15:22:49.419: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:

Received:

INVITE sip:CalledNumber@IPAddressGateway;user=phone SIP/2.0

From: <sip:CallingNumber@Test>;tag=1551884638-3859895683-1268282782-4032325857

To: <sip:CalledNumber@IPAddressGateway;user=phone>

Call-ID: 1148234B0233A48B684DF4EFB26DC3DF

Switch Leg


056341: Sep 25 15:22:50.443: //941390/5ED0FD309E75/SIP/Msg/ccsipDisplayMsg:

Sent:

INVITE sip:RouterDialedNumber@IPAddressCVPCallServer:5060 SIP/2.0

From: sip:CallingNumber@IPAddressIngressGateway;tag=35D9471C-41C

Call-ID: 487A697B-828C11E6-BFF5AF55-9DCF8C1F@IPAddressIngressGateway

Cisco-Guid: 1590754608-2203390438-2658506827-3781712112

CUBE or


IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router


SIP INVITE

Switch Leg


5150782: 10.242.31.85: Mar 30 2017 16:49:35.437 +0300: %_Wire-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Wire: Received UDP packet on IPAddressCVPCallServer:5060 ,source IPAddressGateway:60385

INVITE sip:RouterDialedNumber@IPAddressCVPCallServer:5060 SIP/2.0

From: <sip:CallingNumber@IPAddressIngressGateway>; tag=35D9471C-41C

Call-ID: 487A697B-828C11E6-BFF5AF55-9DCF8C1F@IPAddressIngressGateway

Cisco-Guid: 1590754608-2203390438-2658506827-3781712112

CUBE or


IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router


SIP INVITE

Switch Leg


550261: 10.242.31.85: Mar 30 2017 16:51:09.995 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=DATAI.0} Found an incoming CISCO-GUID hdr : 1590754608-2203390438-2658506827-3781712112, Generated a new CVP-ID hdr : C3E70A78148611E78FA28C9DBD28C359

550264: 10.242.31.85: Mar 30 2017 16:51:09.995 +0300: %CVP_10_5_SIP-7-PARAM: {Thrd=DATAI.0} CALLGUID = C3E70A78148611E78FA28C9DBD28C359 LEGID = 487A697B-828C11E6-BFF5AF55-9DCF8C1F - [INBOUND]: ReqURI (DN) sip:RouterDialedNumber@IPAddressCVPCallServer:5060 FromURI sip:CallingNumber@IPAddressIngressGateway Video:false m_needs_postcallsurvey:true

CUBE or


IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router


SIP INVITE

Switch Leg


408835: 10.242.31.85: Mar 30 2017 16:51:09.995 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-152-ICM-196891} CALLGUID = C3E70A78148611E78FA28C9DBD28C359 - New call

CUBE or


IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router


SIP INVITE

Switch Leg


408836: 10.242.31.85: Mar 30 2017 16:51:09.995 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-152-ICM-196891} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29351 [SIP_LEG] - Publishing ,, [ICM_NEW_CALL], dialogueId=29351, sendSeqNo=1, trunkGroupId=100, trunkNumber=0, serviceId=1, dialedNumber=RouterDialedNumber, uui=, callguid=C3E70A78148611E78FA28C9DBD28C359

CUBE or


IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router


SIP INVITE

Switch Leg


08:49:23:331 rb-rtr Trace: (29351 x 0 : 0 0) NewCall: CID=(149957,211), DN=RouterDialedNumber, ANI=CallingNumber, CED=, RCID=5001, MRDID=1, CallAtVRU=1

08:49:23:331 rb-rtr Trace: (29351 x 0 : 0 0) Correlation id for dialog is (19).

08:49:23:331 rb-rtr Trace: (29351 x 19 : 0 0) TransferToVRU: Label=99999, CorID=19, VRUID=5012, RCID=5001

08:49:23:331 rb-rtr Trace: (29351 x 19 : 0 0) TransferConnect sent. Dialog pending.

CUBE or


IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router


SIP INVITE

Switch Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

CUBE or

Ingress GW

TEMP CONNECT TEMP

CONNECT

SIP INVITE

408837: 10.242.31.85: Mar 30 2017 16:51:10.073 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-141-ICM-196892} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29351 [SIP_LEG] - Processing ,, [ICM_TEMPORARY_CONNECT], dialogueId=29351, sendSeqNo=1, label=99999, correlationId=19, callguid=C3E70A78148611E78FA28C9DBD28C359, rckey=211, rcday=149957

Switch Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

CUBE or

Ingress GW

TEMP CONNECT TEMP

CONNECT

SIP INVITE

550269: 10.242.31.85: Mar 30 2017 16:51:10.073 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} Matched 9999919 to 99999>

550270: 10.242.31.85: Mar 30 2017 16:51:10.073 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} Using Send To Originator for sip:9999919@IPAddressVXMLGW:5060

Switch Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

CUBE or

Ingress GW

TEMP CONNECT TEMP

CONNECT

SIP INVITE

5152752: 10.242.31.85: Mar 30 2017 16:51:10.073 +0300: %_Connection-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Connection: Sending Message (NB):

INVITE sip:9999919@IPAddressVXMLGW:5060;transport=tcp SIP/2.0

Call-ID: C3E70A78148611E78FA28C9DBD28C359-149088187007326167@IPAddressCVPCallServer

Cisco-Guid: 3286698616-0344330727-2409794717-3173565273

Switch Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

CUBE or

Ingress GW

dial-peer voice 99999 voip

description Used for VRU leg

service bootstrap

incoming called-number 99999T

dtmf-relay rtp-nte

codec g711ulaw

no vad

TEMP CONNECT TEMP

CONNECT

SIP INVITE

Switch Leg - конфигурация


inbound dial-peer outbound dial-peer

нет конфигурации

Dialed Number Call Type Script Schedule Script

конфигурация PG/PIM

CUBE or


IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router


SIP INVITE

Подробно VRU Leg


VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

HTTP PING

Mar 30 16:51:10.782: //53//HTTPC:/httpc_write_stream: Client write buffer fd(0):GET /cvp/VBServlet?MSG_TYPE=PING&CALL_DNIS=9999919&CALL_ANI=sip:CallingNumber@IPAddressIngressGW:5060&ERROR_CODE=0&RECOVERY_VXML=flash:recovery.vxml&CLIENT_TYPE=IOS&CALL_ID= C3E70A78148611E78FA28C9DBD28C359 &CALL_LEGID=C3E70A78148611E78FA28C9DBD28C359-149088187007326167@IPAddressCVPCallServer

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router HTTP PING

RESPONSE

Mar 30 2017 16:51:11.149 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=http-processor25} VXMLManager:generateVXML: CALLGUID=C3E70A78148611E78FA28C9DBD28C359 Generated VXML from template 'SubmitBack.template' for client: IPAddressVXMLGW clientType: IOS

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

HTTP NewCall

Mar 30 2017 16:51:12.179 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=http-processor24} VBServlet:service: HTTP Request from IPAddressVXMLGW: { RECOVERY_VXML=flash:recovery.vxml, CALL_DNIS=9999919, CALL_UUI=, MSG_TYPE=CALL_NEW, ERROR_CODE=NONE(0), CALL_ID=C3E70A78148611E78FA28C9DBD28C359, CLIENT_TYPE=IOS, CALL_ANI=sip:CallingNumber@IngressGateway:5060 }

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

HTTP NewCall

Mar 30 2017 16:51:12.179 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-100-ICM-196898} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = -1 [null] - Processing ,, [MsgBus:NEW_CALL], ssId=SYS_IVR1, mediaType=A, location=, locationpkid=, locationsiteid=, srcaddr=, pstntrunkgroupid=, pstntrunkgroupchannelnum=2147483647, sipheader=, rckey=, rcday=, rcseq=, uui=, calltypeid=5, CallContext:, user.media.id: C3E70A78148611E78FA28C9DBD28C359,, LEGID = null, DNIS = RouterDialedNumber, ANI = CallingNumber

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

HTTP NewCall

Mar 30 2017 16:51:12.179 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-100-ICM-196898} CALLGUID = C3E70A78148611E78FA28C9DBD28C359 - Correlation ID routed call

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

HTTP NewCall

Mar 30 2017 16:51:12.179 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-100-ICM-196898} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29352 [IVR_LEG] - Publishing ,, [ICM_REQUEST_INSTRUCTION], dialogueId=29352, sendSeqNo=1, trunkGroupId=200, trunkNumber=1, serviceId=2, uui=, correlationId=19, location=, locationpkid=, pstntrunkgroupid=, pstntrunkgroupchannelnum=2147483647, sipheader=,, LEGID = , DNIS = 9999919

ICM_REQUEST_INSTRUCTION

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

HTTP NewCall


16:51:12:407 ra-rtr Trace: (29351 29352 19 : 0 0) RequestInstr: CID=(149957,211), CallState=1.

16:51:12:407 ra-rtr Trace: (29351 29352 19 : 0 0) Dialog resuming (Request Instruction received.) status (0).

16:51:12:407 ra-rtr Trace: (29351 29352 19 : 0 0) Runscript sent. Dialog pending..

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

HTTP NewCall


16:51:12:803 ra-rtr Trace: (29351 29352 19 : 0 0) Queuing Call CID=(149957,211) for SkillGroup Test01, Pos=1.

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

ICM_RUN_SCRIPT_REQ

March 30 2017 16:51:12.241 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-111-ICM-196899} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29352 [IVR_LEG] - Processing ,, [ICM_RUN_SCRIPT_REQ], dialogueId=29352, sendSeqNo=1, invokedId=1, scriptId=GS,Server,V,

….

user.microapp.ToExtVXML[1]: ATMCARD=, user.microapp.ToExtVXML[0]: application=TestVXML,,

VRU Leg


Mar 30 2017 16:51:12.241 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=SubscriptionMgr} CallMsgListener:onMsg: CALLGUID=C3E70A78148611E78FA28C9DBD28C359 DNIS=9999919 Received Call message : >>HEADERS: (JMSType)=MsgBus:RUN_SCRIPT_REQ (JMSDestination)=Topic(CVP.ICM.CC.REQ.SYS_IVR1) (JMSTimestamp)=1490881872241 (ServerID)=CVPID.SYS_ICM1:ICM:ICM1:DCCTDCVP1.MsgBus001 >>BODY: ced= scriptconfiguration= callguid=C3E70A78148611E78FA28C9DBD28C359 RouterCallKey=211 ani=CallingNumber floatingvars=>>HEADERS: (JMSType)=MsgBus:FLOATINGVARS >>BODY: callvars=[, , , , , , , , , ] user.microapp.app_media_lib=.. user.microapp.media_server=https://CVP:7443/CVP user.microapp.isPostCallSurvey=N user.microapp.FromExtVXML=[null, null, null, null] user.microapp.ToExtVXML=[application=TestVXML, ATMCARD=, null, null, null] user.microapp.UseVXMLParams=N user.cvp_server_info=X.X.X.X >>STATE: isTabular=false isWriteable=true cursor=-1 dnis=9999919 timezone=X/X RouterCallKeySequenceNumber=1 version=CVP_10_5 RouterCallKeyDay=149957 localOffset=180 switch_leg_dnis=RouterDialedNumber switch_leg_ani=CallingNumber calllegid= scriptid=GS,Server,V requestid=1 >>STATE: isTabular=false isWriteable=false cursor=-1

VRU Leg


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

ICM_RUN_SCRIPT_REQ

Mar 30 2017 16:51:12.241 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=http-processor24} VXMLManager:generateVXML: CALLGUID=C3E70A78148611E78FA28C9DBD28C359 Generated VXML from template 'GetSpeech-External.template' for client: IPAddressVXMLGW clientType: IOS

HTTP

VRU Leg - конфигурация


VXML GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

Router

HTTP NewCall


Incoming Dial Peer Bootstrap.tcl

Route for VRU label MAX DNIS Length:5 DNIS=Label+CorID

Label:99999 CorID:19

Нет конфигурации Нет конфигурации

Подробно IVR Treatment


IVR Treatment


VXML GW VRU PG

PG

VRU

Router

Router

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

Run External Script Request

HTTP

IVR Treatment


VXML GW VRU PG

PG

VRU

Router

Router

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

IVR Treatment


Mar 30 16:51:12.241: //53//HTTPC:/httpc_write_stream: Client write buffer fd(0):GET /CVP/Server?_dnis=RouterDialedNumber&application=TestVXML& callid=C3E70A78148611E78FA28C9DBD28C359&_ani=CallingNumber HTTP/1.1

Mar 30 16:51:12.241: //53//HTTPC:/httpc_write_stream: Client write buffer fd(0):GET /CVP/Server?audium_root=true&calling_into=TestVXML HTTP/1.1

Mar 30 16:51:12.241: processing server rsp msg: msg(7181B5FC)URL:http://90.90.205.10:7000/CVP/Server?_dnis=RouterDialedNumber&application=TestVXML&callid=C3E70A78148611E78FA28C9DBD28C359&_ani=CallingNumber, fd(0):

Mar 30 16:51:12.241: processing server rsp msg: msg(7181B7EC)URL:http://IPAddressVXMLServer:7000/CVP/Server?audium_root=true&calling_into=TestVXML, fd(0):

IVR Treatment


VXML GW VRU PG

PG

VRU

Router

Router

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

IVR Treatment


<vxml version="2.0"> <var name="MSG_TYPE" expr="'CALL_RESULT'" /> <var name="CALL_ID" expr="'C3E70A78148611E78FA28C9DBD28C359'" /> <var name="CALL_SEQ_NUM" expr="1" /> <var name="ERROR_CODE" expr="0" /> <var name="CALLCED" /> <var name="FROM_EXTVXML0" /> <var name="FROM_EXTVXML1" /> <var name="FROM_EXTVXML2" /> <var name="FROM_EXTVXML3" /> <var name="DEBUG" expr="1" /> <property name="com.cisco.media-logging-id"

IVR Treatment


VXML GW VRU PG

PG

VRU

Router

Router

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

HTTP

Run External Script Result

IVR Treatment - конфигурация


VXML GW VRU PG

PG

VRU

Router

Router

ICM

IVR

SIP

CVP

Call server

VXML server

Tomcat

Media server

Tomcat

HTTP

Run External Script Result

Нет конфигурации Media Server VXML Script IIS [default]

Script Set Variables

Нет конфигурации

Подробно Agent Leg


Agent Leg


CUCM

VRU PG

PG

VRU

Agent

B A

Finesse

AGENT PG

OPC

PIM

JGW

CTISV

R

CVP

IVR

SIP

ICM

Router

Router

VXML GW

Connect

Pre Call IND

Reserved

Agent Leg


16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) DeviceTargetPreCall_V12: CID=(149957,211), PerID=5000, SGSTID=5041, AGSTID=5573 NetworkCallFlags=1, InvokeID=236304, GREET=. 16:52:10:592 ra-rtr Trace: DN=RouterDialedNumber, ANI=CallingNumber, CED=, CustDBProvidedDigits=, RouteID=5009, NetworkTargetID=5053. 16:52:10:592 ra-rtr Trace: RCKSeqNum=1, DelayQTime=15, DelayRouterTime=128, SGDelayQTime=15. 16:52:10:592 ra-rtr Trace: CallGUID=C3E70A78148611E78FA28C9DBD28C359, CustomerID=1. 16:52:10:592 ra-rtr Trace: LocationParamPKID=, LocationParamName=, SIPHeader=. 16:52:10:592 ra-rtr Trace: NIC_CalledPartyNumber=RouterDialedNumber. 16:52:10:592 ra-rtr Trace: PV1= PV2= PV3= PV4=C3E70A78148611E78FA28C9DBD28C359 PV5= 16:52:10:592 ra-rtr Trace: PV6= PV7= PV8= PV9= PV10=. 16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) Connect: CID=(149957,211), EventSelect=104, ServiceType=1, RCID=5011, Label(s)=2330.

16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) Delivering queued CID=(149957,211) to Test01.. 16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) Canceling queuing for CID=(149957,211). 16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) Unqueuing Call CID=(149957,211) for SkillGroup Test01, pos=1.

Agent Leg


CUCM

VRU PG

PG

VRU

Agent

B A

Finesse

AGENT PG

OPC

PIM

JGW

CTISV

R

CVP

IVR

SIP

ICM

Router

Router

VXML GW

Connect

Pre Call IND

Reserve

Agent Leg


Mar 30 2017 16:52:10:592 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29351 [SIP_LEG] - Processing ,, [ICM_CONNECT], dialogueId= 29351, sendSeqNo=2, labelType=NORMAL, label=2330, transferHint=1, CallContext:, CallVariable2: ar, CallVariable4: C3E70A78148611E78FA28C9DBD28C359, CallVariable5:, CallVariable9:, CallVariable10:, user.microapp.isPostCallSurvey: Y, user.microapp.UseVXMLParams: N, user.microapp.error_code: 0, user.cvp_server_info: X.X.X.X, user.microapp.app_media_lib: BAJ/Sales/ar, user.microapp.media_server: https://media, user.microapp.ToExtVXML[1]: ATMCARD=, user.microapp.ToExtVXML[0]: application=TestVXML, user.microapp.FromExtVXML[2]:, user.microapp.FromExtVXML[0]:

Mar 30 2017 16:52:10:592 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=pool-1-thread-192-IVR-55806} CancelRunScriptTask:generateResponse: CALLGUID= C3E70A78148611E78FA28C9DBD28C359 Cancel RunScript requested on requestId: 10

Agent Leg


CUCM

VRU PG

PG

VRU

Agent

B A

Finesse

AGENT PG

OPC

PIM

JGW

CTISV

R

CVP

IVR

SIP

ICM

Router

Router

VXML GW

Connect

Pre Call IND

Reserve

Agent Leg


Mar 30 2017 16:52:10:592 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} Static route matched 2330 to StaticRoute: patterns like 2> will route to IPAddressCUCM Mar 30 2017 16:52:10:592 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} Using Local Static Route for sip:2330@IPAddressCUCM

Agent Leg


CUCM

VRU PG

PG

VRU

Agent

B A

Finesse

AGENT PG

OPC

PIM

JGW

CTISV

R

CVP

IVR

SIP

ICM

Router

Router

VXML GW

Connect

Pre Call IND

Reserve

Agent Leg - конфигурация


CUCM

VRU PG

PG

VRU

Agent

B A

Finesse

AGENT PG

OPC

PIM

JGW

CTISV

R

CVP

IVR

SIP

ICM

Router

Router

VXML GW

Connect

Pre Call IND

Reserve

Dial-peer для RingBack RingBack service

Route to Ringback Route to Agent

SIP trunk to CVP Agent DN

CSS/Partition

SG Agent Script Label

Изоляция проблемы


Стадия вызова на которой возникает проблема

- Вызов с самого начала не устанавливается

проводим диагностику – Switch Leg

- Вызов не доходит до VXML шлюза

проводим диагностику – VRU Leg

- Не проигрываются подсказки, не работает VXML скрипт

проводим диагностику – IVR Treatment

- Вызов переводится на оператора, но оператор не может принять вызов

проводим диагностику – Agent Leg


Инструменты


Логи UCCE - Router

Включить логгирование необходимых событий - на сервере RouterA в командной строке:

Start -> run -> rtrtrace


Получить файл с логами:

dumplog <process name> /hr 1 /ms /of <output file name>.txt

Логи CVP Call Server-а конфигурируются по адресу:

http://<Ip Address of CallServer>:8000/cvp/diag

Необходимо для подсистем ICM, IVR и SIP нажать линк DEBUG/41 чтобы установить уровень дебага и после этого сохранить нажав кнопку Set

Для включения логгирования SIP сообщений необходимо для подсистемы com.dynamicsoft.DsLibs.DsUALibs нажать линк Debug и сохранить нажав кнопку Set Логи сохранаются в директорию

C:\Cisco\CVP\logs\

Логи CVP


Логи Ingress Gateway

#conf t service timestamps debug datetime msec service timestamps log datetime msec service sequence-numbers no logging console no logging monitor logging buffered 5000000 7 end clear logging debug isdn q931 debug ccsip mess Then after you make the call and simulate the issue, stop the debugging: #undebug all And collect the output as below: term len 0 show ver show run show log


Логи VXML шлюза

debug voip ccapi inout debug ccsip mess debug http client all debug voip application vxml all debug vtsp all debug voip ivr all



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Cisco Connect...Методология поиска и устранения...

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