solution troubleshooting for unified contact center...

Solution Troubleshooting for Unified Contact Center EnterpriseHolger Esser

Technical Solutions Manager

CBABU Customer Solutions Success

BRKCCT-3005

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public 3BRKCCT-3005

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• UCCE Solution Overview

• Call Flow and Log Review

• Database Driven Troubleshooting

• Q / A

• Appendix

Agenda

UCCE Solutions Overview

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public

Network/Data Services

Contact Center Services

Presentation

Layer

Desktop Control

Recording &

Streaming

Admin

Multichannel

Historical

Reporting

Routing

VideoMessage

Bus

TDM / IP

Gateways

Media

Forking

Call Flows

Real-Time

ReportingAPIs

Desktop

& CRM

Social

Media

Outbound

Call

Control

Reporting

Self Service &

Queuing

VXML

Browser

Thick

Clients

UCCE Architecture

Scripting

Shared Container

(OpenSocial Gadgets, XMPP, REST API Access)

Email

+ Chat

Video

Agent

6BRKCCT-3005


TDM GWXCODE

CONF

T1s

SIP

SCCP

(DSPs)

SIP Proxy

CUSP

SIP (dialer)

SIP

T1/PRI

HTTP

HTTP

Firewall

EIM/WIM

Services Server

DB server

WIM

Web Server

Firewall

CVP

Call Server

VXML Server

Media Server

GED

125

CVP OAMP

Config. Mgt

CCMP

Active

Directory

App Server

Database

HTTP

(VXML)

VXML GW

VXML Browser

CUBE-E

SIP

JDBC

CVP

Reporting Server

JDBC

CUIC

Pub/Sub

Admin &

Data Server

AW/HDS/DDS

GED 188

UCMJTAPI

SIP

AXL

MediaSense

UCCE Solution – Component View

HTTP HTTP

Supervisor

Generic PG

SIP Dialer

MR PG

CUCM PIM

VRU PIMs

CTI Server

Agent

Central Controller

Router

Logger

Campgn Mgr

RE Mobile

MediaBroker

RE Mobile

App Server

Finesse

Pri/Sec

RemoteExpertMobileMediaBroker

EnterpriseDMZInternetHome,Wi-Fior4G

Mobiles

Browsers

HTTPS/WSS

HTTPS

CUBE-E

CiscoUnifiedCMCluster

CiscoUnifiedContactCenter(UCCXorP/UCCE)

EPs

Media (Voice/Video) SIP HTTP

CiscoFinesse

SIP/SIPTLS

RTPDTLS/sRTP

EnterpriseApplica on

Server

Web&MobileApps

HTTP/S

Data

HTTPS/WSS

SIP

SIP

RTP

RemoteExpertMobileApplica onServer

REAS

REMB

CSDK EnterpriseReverseProxy

RP

HTTP

SIP

livedata

Web Call-Back App server

SocialMiner

Agent Request API

Internet

Media

7BRKCCT-3005

Call Flow


Objectives

CALLGUID = 998FDA000001000000000009280A0A0A, DLGID = 25 [SIP_LEG] -Processing ,, [ICM_TEMPORARY_CONNECT], topic=CISCO.CVP.GED125.MSG, dialogueId=25, sendSeqNo=1, label=9990200000, correlationId=1020, callguid=998FDA000001000000000009280A0A0A, rckey=213, rcday=150805, rcseq=0, CallContext:, user.microapp.ToExtVXML[0]: application=CVPMenu,, LEGID = 623E9322-529511E3-9A38C1FE-3DA10ECE, DNIS = 40100, ANI = 2002

(25 26 1020 : 0 0) Dialog sending VRUQueueService to VRU (serv=-1, rt=0)

(25 26 1020 : 0 0) RequestInstr: CID=(150805,213), CallState=1

CVP LOGS

ROUTER LOGS

9BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM AGENT PG

OPC

PIM

JGW

CT

ISV

R

RouterRouter

CUCM Agent

VXML GW

CUBE or

Ingress GW

Message FlowFINESSE

BA

Finesse

10

Logger\HDS

BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM

RouterRouter

CUCMCUBE or

Ingress GW

New Call

Route

Request

SETUP

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

11

Logger\HDSVXML GW

BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM

RouterRouter

CUCMCUBE or

Ingress GW

Call at VRU

Route

Request

SE

TU

P

CO

NN

EC

T

CO

NN

EC

T

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

12

VXML GW

BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM

RouterRouter

CUCMCUBE or

Ingress GW

Call at VRU

Route

Request

SE

TU

P

CO

NN

EC

T

CO

NN

EC

T

Request Instruction

Request

Instr

uction

Run S

cript

Req

Run S

cript

Req

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

13

Logger\HDSVXML GW

BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM

RouterRouter

CUCMCUBE or

Ingress GW

Agent Reserved

Route

Request

SE

TU

P

CO

NN

EC

T

CO

NN

EC

T

Request Instruction

Request

Instr

uction

Run S

cript

Req

Run S

cript

Req

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

PR

E C

ALL IN

D

14

Logger\HDSVXML GW

BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM

Router

Router

CUCMCUBE or

Ingress GW

Call at Agent

Route

Request

SE

TU

P

CO

NN

EC

T

CO

NN

EC

T

Request Instruction

Request

Instr

uction

Run S

cript

Req

Run S

cript

Req

INV

ITE

180 R

ingin

gAC

K

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

15

VXML GW

BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM

Router

Router

CUCMCUBE or

Ingress GW

Number of Messages

14

3

3

6

4

4~5

~5

~8

4

14

6

66

~50

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

16

Logger\HDS

3

VXML GW

BRKCCT-3005


Call IDsIngress Gateway

ISDN Call Reference

SIP Call ID

CCAPI ID

Cisco-GUID

CVPGUID

Inbound

VXML Leg

Ring Back Leg

Agent leg

SIP Dialog ID

VRU Dialog ID

VRU PGSIP Dialog ID

VRU Dialog ID

Router call Key

Router

SIP Dialog ID

CORR ID

VRU Dialog ID

Router Call Key

Agent PG

JGW – myCID,Call ID

PIM, OPC – Call ID

CTISvr,– Call ID

CUCM

SIP Call ID

Call CI

Global Call ID

Call Handler

VXML Gateway

SIP Leg ID

CVP GUID

CCAPI ID

VXML Server

Application Reference

CUBE or

Ingress GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

VXML GW

AGENT PG

OPC

PIM

JGW

CT

ISV

RCUCM

17

VVB

BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM

RouterRouter

CUCM

VXML GW

Call IDs

CUBE or

Ingress GW

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

18

Logger\HDSVXML GW

BRKCCT-3005


VRU PG

PG

VRU

CVP

IVR

SIP

ICM

Router

Router

CUCMCUBE or

Ingress GW

Call IDs

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

19

Logger\HDSVXML GW

BRKCCT-3005


CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs

CCAPI INBOUND Call ID

CCAPI OUTBOUND Call ID

INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

20

VXML GW

BRKCCT-3005


INVITE sip:[email protected]:5060 SIP/2.0

Via: SIP/2.0/TCP 10.10.10.40:5060;branch=z9hG4bK6f4f5da88f

From: <sip:[email protected]>;tag=220~91972d7b-50a4-446b-82c6-e555985e005c-20739807

To: <sip:[email protected]>

Date: Fri, 22 Nov 2013 10:26:53 GMT

Call-ID: [email protected]

User-Agent: Cisco-CUCM10.0

CSeq: 101 INVITE

Cisco-Guid: 2576341504-0000065536-0000000009-0671746570Session-Expires: 1800

P-Asserted-Identity: <sip:[email protected]>

Remote-Party-ID: <sip:[email protected]>;party=calling;screen=yes;privacy=off

//-1/998FDA000000/CCAPI/cc_api_call_setup_ind_common:

Interface=0xC041A51C, Call Info(

Calling Number=sip:[email protected],

Called Number=sip:[email protected]:5060

Incoming Dial-peer=40101,

, Call Id=6681

004087: Nov 22 10:12:10.307: //6681/998FDA000000/CCAPI/ccIFCallSetupRequestPrivate:

Called Number=40100

## Outgoing CCAPI ID

Outgoing Dial-peer=40100,

004094: Nov 22 10:12:10.307: //6682/998FDA000000/CCAPI/ccIFCallSetupRequestPrivate:

SPI Call Setup Request Is Success; Interface Type=3, FlowMode=1

What do the messages look like?CUBE or

Ingress GW

SIP Call ID



CISCO-GUID

21BRKCCT-3005


CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

22

VXML GW

BRKCCT-3005


Found an incoming CISCO-GUID hdr : 2576341504-0000065536-0000000009-0671746570, Generated a new CVP-ID hdr :

998FDA000001000000000009280A0A0A

CALLGUID = 998FDA000001000000000009280A0A0A LEGID = 623E9322-529511E3-9A38C1FE-3DA10ECE - [INBOUND]:

ReqURI (DN) sip:[email protected]:5060 FromURI sip:[email protected]

CALLGUID = 998FDA000001000000000009280A0A0A, DLGID = 25 [SIP_LEG] - Publishing ,, [ICM_NEW_CALL],

topic=CISCO.CVP.GED125.MSG, dialogueId=25, sendSeqNo=1, trunkGroupId=100, trunkNumber=0, serviceId=1, dialedNumber=40100, uui=,

callguid=998FDA000001000000000009280A0A0A, rckey=, rcday=, rcseq=, location=, locationpkid=, pstntrunkgroupid=10.10.10.150 ,

pstntrunkgroupchannelnum=2147483647, sipheader=, CallContext:, user.media.id: 998FDA000001000000000009280A0A0A, user.cvp_server_info:

10.10.10.20,, LEGID = 623E9322-529511E3-9A38C1FE-3DA10ECE, DNIS = 40100, ANI = 2002

CALLGUID = 998FDA000001000000000009280A0A0A, DLGID = 25 [SIP_LEG] - Processing ,, [ICM_TEMPORARY_CONNECT],

topic=CISCO.CVP.GED125.MSG, dialogueId=25, sendSeqNo=1, label=9990200000, correlationId=1020,

callguid=998FDA000001000000000009280A0A0A, rckey=213, rcday=150805, rcseq=0, CallContext:, user.microapp.ToExtVXML[0]:

application=CVPMenu,, LEGID = 623E9322-529511E3-9A38C1FE-3DA10ECE, DNIS = 40100, ANI = 2002

CALLGUID = 998FDA000001000000000009280A0A0A LEGID = 998FDA000001000000000009280A0A0A-138511601388821 -

[OUTBOUND]: INVITE TO <sip:[email protected]:5060;transport=tcp> FROM 2002 <sip:[email protected]:5060> EXPIRES[60]

100REL[Unsupported]

VBServlet:service: HTTP Request from 10.10.10.150: { RECOVERY_VXML=flash:recovery.vxml, CALL_DNIS=99902000001020, CALL_UUI=,

MSG_TYPE=CALL_NEW, ERROR_CODE=NONE(0), CALL_ID=998FDA000001000000000009280A0A0A, CLIENT_TYPE=IOS,

CALL_ANI=sip:[email protected]:5060 }

CALLGUID = 998FDA000001000000000009280A0A0A, DLGID = 26 [IVR_LEG] - Publishing ,, [ICM_REQUEST_INSTRUCTION],

topic=CISCO.CVP.GED125.MSG, dialogueId=26, sendSeqNo=1, trunkGroupId=200, trunkNumber=0, serviceId=2, uui=, correlationId=1020,

location=, locationpkid=, pstntrunkgroupid=, pstntrunkgroupchannelnum=2147483647, sipheader=,, LEGID = , DNIS = 99902000001020, ANI =

sip:[email protected]:5060

What do the messages look like?

CVP

IVR

SIP

ICM

CVP GUID

SIP Call ID

SIP DLGID

CVP GUID

(VRU)

IVR DLGID

CISCO-GUID

23BRKCCT-3005


CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

24

VXML GW

BRKCCT-3005



VRU->PG:NEW_CALL(154 bytes):DID=25 SendSeq#=1 TrkGrpID=100 TrkNum=0 SrvID=1 DN=40100 ANI=2002 DNIS=40100

CallGUID=998FDA000001000000000009280A0A0A PstnTrkGrpID=10.10.10.150 PstnTrkGrpChann#=2147483647

ECCVar:0=998FDA000001000000000009280A0A0A ECCVar:29=10.10.10.20

PG->VRU:TEMPORARY_CONNECT(128 bytes):DID=25 SendSeq#=1 Label=9990200000 CorrID=1020 RCK=213 RCKDay=150805 RCKSeq#=0

CallGUID=998FDA000001000000000009280A0A0A

VRU->PG:REQUEST_INSTRUCTION(105 bytes):DID=26 SendSeq#=1 TrkGrpID=200 TrkNum=0 SrvID=2 ANI=sip:[email protected]:5060

DNIS=9990200000 CorrID=1020 CallGUID=998FDA000001000000000009280A0A0A

PG->VRU:RUN_SCRIPT_REQ(137 bytes):DID=26 SendSeq#=1 InvID=1 ScriptID=GS,Server,V ScriptConfig= ANI=2002 CED= RCK=213

RCKDay=150805 RCKSeq#=1 CallGUID=998FDA000001000000000009280A0A0A

PG->VRU:CONNECT(126 bytes):DID=25 SendSeqNo=2 LabelType=1 Label=2001 TransferHint=0 RCK=213 RCKDay=150805 RCKSeq#=0

CallGUID=998FDA000001000000000009280A0A0A

Router Call Key

IVR DLGID

SIP DLGID

VRU PG

PG

VRU

25BRKCCT-3005


CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

26

VXML GW

BRKCCT-3005



(25 x 0 : 0 0) NewCall: CID=(150805,213), DN=40100, ANI=2002, CED=, RCID=5001, MRDID=1, CallAtVRU=1,

OpCode=0 RCKSeqNum=0, NIC_DN=40100

CallType(5009, 26): Init CT_SL_Timer: Threshold(20 + 2).

(25 x 0 : 0 0) Correlation id for dialog is (1020).

(25 x 1020 : 0 0) TransferToVRU: Label=9990200000, CorID=1020, VRUID=5000, RCID=5001



(25 26 1020 : 0 0) RouteComplete:

Route: DN=40100, ANI=2002, CED=, Label=2001

Route: CID=(150805,213), Labels=1

(25 26 1020 : 0 0) DeviceTargetPreCall_V12: CID=(150805,213), PerID=5000, SGSTID=5059, AGSTID=5054

NetworkCallFlags=0, InvokeID=26, GREET=

DN=40100, ANI=2002, CED=, CustDBProvidedDigits=, RouteID=5014, NetworkTargetID=0

RouterRouter

Router Call Key

IVR DLGID

SIP DLGID

?Correlation

ID

27BRKCCT-3005


VXML GW

CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

28BRKCCT-3005


Found an incoming CISCO-GUID hdr : 2576341504-0000065536-0000000009-0671746570, Generated a new CVP-ID hdr :

998FDA000001000000000009280A0A0A

CALLGUID = 998FDA000001000000000009280A0A0A LEGID = 623E9322-529511E3-9A38C1FE-3DA10ECE - [INBOUND]: ReqURI

(DN) sip:[email protected]:5060 FromURI sip:[email protected]

CALLGUID = 998FDA000001000000000009280A0A0A, DLGID = 25 [SIP_LEG] - Publishing ,, [ICM_NEW_CALL],

topic=CISCO.CVP.GED125.MSG, dialogueId=25, sendSeqNo=1, trunkGroupId=100, trunkNumber=0, serviceId=1, dialedNumber=40100, uui=,

callguid=998FDA000001000000000009280A0A0A, rckey=, rcday=, rcseq=, location=, locationpkid=, pstntrunkgroupid=10.10.10.150 ,

pstntrunkgroupchannelnum=2147483647, sipheader=, CallContext:, user.media.id: 998FDA000001000000000009280A0A0A, user.cvp_server_info:

10.10.10.20,, LEGID = 623E9322-529511E3-9A38C1FE-3DA10ECE, DNIS = 40100, ANI = 2002

CALLGUID = 998FDA000001000000000009280A0A0A, DLGID = 25 [SIP_LEG] - Processing ,, [ICM_TEMPORARY_CONNECT],

topic=CISCO.CVP.GED125.MSG, dialogueId=25, sendSeqNo=1, label=9990200000, correlationId=1020,

callguid=998FDA000001000000000009280A0A0A, rckey=213, rcday=150805, rcseq=0, CallContext:, user.microapp.ToExtVXML[0]:

application=CVPMenu,, LEGID = 623E9322-529511E3-9A38C1FE-3DA10ECE, DNIS = 40100, ANI = 2002

CALLGUID = 998FDA000001000000000009280A0A0A LEGID = 998FDA000001000000000009280A0A0A-138511601388821 -

[OUTBOUND]: INVITE TO <sip:[email protected]:5060;transport=tcp> FROM 2002 <sip:[email protected]:5060> EXPIRES[60]

100REL[Unsupported]

VBServlet:service: HTTP Request from 10.10.10.150: { RECOVERY_VXML=flash:recovery.vxml, CALL_DNIS=99902000001020, CALL_UUI=,

MSG_TYPE=CALL_NEW, ERROR_CODE=NONE(0), CALL_ID=998FDA000001000000000009280A0A0A, CLIENT_TYPE=IOS,

CALL_ANI=sip:[email protected]:5060 }

CALLGUID = 998FDA000001000000000009280A0A0A, DLGID = 26 [IVR_LEG] - Publishing ,, [ICM_REQUEST_INSTRUCTION],

topic=CISCO.CVP.GED125.MSG, dialogueId=26, sendSeqNo=1, trunkGroupId=200, trunkNumber=0, serviceId=2, uui=, correlationId=1020,

location=, locationpkid=, pstntrunkgroupid=, pstntrunkgroupchannelnum=2147483647, sipheader=,, LEGID = , DNIS = 99902000001020, ANI =

sip:[email protected]:5060


CVP

IVR

SIP

ICM

CVP GUID

VRU

LEGID

29BRKCCT-3005


CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

30

VXML GW

BRKCCT-3005



INVITE sip:[email protected]:5060;transport=tcp SIP/2.0

Via: SIP/2.0/TCP 10.10.10.20:5060;branch=z9hG4bKSLIsQ4wuxiPtjygFXoQFVg~~2599

To: <sip:[email protected]:5060;transport=tcp>

From: 2002 <sip:[email protected]:5060>;tag=ds3c4d95db


Expires: 60

User-Agent: CVP 10.0 (1) Build-481

Call-Info: <sip:10.10.10.150:5060>;purpose=x-cisco-origIP


Cisco-Guid: 2576341504-0000065536-0000000009-0671746570

Cisco-Gucid: 998FDA000001000000000009280A0A0A

App-Info: <10.10.10.20:8000:8443>

GET

/cvp/VBServlet?MSG_TYPE=CALL_NEW&CALL_DNIS=99902000001020&CALL_UUI=&CALL_ANI=sip:[email protected]:5060&RECOVERY_VXML=flash:recovery

.vxml&CLIENT_TYPE=IOS&CALL_ID=998FDA000001000000000009280A0A0A&ERROR_CODE=0 HTTP/1.1

GET

/cvp/VBServlet?MSG_TYPE=CALL_RESULT&CALL_ID=998FDA000001000000000009280A0A0A&CALL_SEQ_NUM=1&ERROR_CODE=0&CALLCED=0

GET /cvp/VBServlet?MSG_TYPE=CALL_RESULT&CALL_ID=998FDA000001000000000009280A0A0A&CALL_SEQ_NUM=2&ERROR_CODE=1

VXML GW

VRU LEGID

1020? CVP GUID

31BRKCCT-3005


VXML GW

CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

32BRKCCT-3005



(25 x 0 : 0 0) NewCall: CID=(150805,213), DN=40100, ANI=2002, CED=, RCID=5001, MRDID=1, CallAtVRU=1,

OpCode=0 RCKSeqNum=0, NIC_DN=40100

CallType(5009, 26): Init CT_SL_Timer: Threshold(20 + 2).

(25 x 0 : 0 0) Correlation id for dialog is (1020).

(25 x 1020 : 0 0) TransferToVRU: Label=9990200000, CorID=1020, VRUID=5000, RCID=5001



(25 26 1020 : 0 0) RouteComplete:

Route: DN=40100, ANI=2002, CED=, Label=2001Route: CID=(150805,213), Labels=1

(25 26 1020 : 0 0) DeviceTargetPreCall_V12: CID=(150805,213), PerID=5000, SGSTID=5059, AGSTID=5054

NetworkCallFlags=0, InvokeID=26, GREET=

DN=40100, ANI=2002, CED=, CustDBProvidedDigits=, RouteID=5014, NetworkTargetID=0

RouterRouter

Router Call Key

33BRKCCT-3005


VXML GW

CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

34BRKCCT-3005


Agent PG- PIM

DeviceTargetPreCallInd: PreLock: RTRCallKey=150805.213 NTID: 0 dialed number=40100 CED= ASTID=5054,

AG=, CustomerDefinitionID=1, AW=0

05:27:56:555 pg1a-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Offered: SENT TO OPC

CallID = 17171230 DeviceID = 2002

Alerting =

Calling = 2002

Called = 2001

Agent PG - JGW

new MyCID: 10

CallActiveEv CID: 17171230

ConnCreatedEv CID: 17171230 (394014/1) Addr: 2001 CurCalling: 2002

handleConnCreated::new MyDestMyConnection() MyConn: GenID: 19 IDVal: 20739809 Dev: 2001/0 Ext: 2001

DevTgStr: Addr: 2001 State: INPROGRESS CCState: OFFERED prevCCState: UNKNOWN loggedIn: Y

ConnInProgressEv CID: 17171230 Addr: 2001


Router Call Key

Call Handler

Call ID

AGENT PG

OPC

PIM

JGWC

TIS

VR

35BRKCCT-3005


VXML GW

CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

36BRKCCT-3005



//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP TCP message size 1277 from 10.10.10.20:[32796]:

[54793891,NET]

INVITE sip:[email protected];transport=tcp SIP/2.0

Via: SIP/2.0/TCP 10.10.10.20:5060;branch=z9hG4bKSLIsQ4wuxiPtjygFXoQFVg~~2628

To: <sip:[email protected];transport=tcp>

From: 2002 <sip:[email protected]:5060>;tag=dsf4736e21


CSeq: 1 INVITE

Contact: <sip:[email protected]:5060;transport=tcp>

User-Agent: CVP 10.0 (1) Build-481

Call-Info: <sip:10.10.10.150:5060>;purpose=x-cisco-origIP


Cisco-Guid: 2576341504-0000065536-0000000009-0671746570

Session-Expires: 1800

Cisco-Gucid: 998FDA000001000000000009280A0A0A

App-Info: <10.10.10.20:8000:8443>

//SIP/SIPD(10,73,14)/ccbId=10718779/scbId=0/restart0_SIPSetupInd: mTsp.deviceName[CVP_SIP_Trunk]|10,100,230,1.16128616^10.10.10.20^*

//SIP/SIPD(10,73,14)/ccbId=0/scbId=0/getKeyBasedOnCiAndBranch: AddressingElement branch is 0 and ci is 20739808 mapKey is

20739808|10,100,230,1.16128616^10.10.10.20^*

LineControl(745) - Get call instance=1 for CI=20739809 |10,100,230,1.16128616^10.10.10.20^*

INBOUND CI

OUTBOUND CI

Call Handler

CUCM

Agent Leg

CallID

CVP GUID

37BRKCCT-3005


CUBE or

Ingress GW

RouterRouter

CVP

IVR

SIP

ICM

CUCM

Call IDs



INBOUND CI

OUTBOUND CI

CVP GUID

Call ID

Router Call Key

ISDN

SIP Call

ID

SIP Call

ID

SIP Call

ID

SIP Call

ID

CVP

GUID

IVR DLGID SIP DLGID

IVR DLGID

SIP DLGID

Global Call ID

Call Handler

Call ID

SIP Call

ID

SIP Call

ID

VRU PG

PG

VRU

AGENT PG

OPC

PIM

JGW

CT

ISV

R

Agent

BA

Finesse

38

VXML GW

BRKCCT-3005


Finesse client log

39BRKCCT-3005


Finesse client log

40BRKCCT-3005


Finesse firebug log

41BRKCCT-3005


What do the messages look like?CallControl : _processCall(): Process the dialog with id: 17171230, to extension: 40100, from extension: 2002, call state: ALERTING, callType:

PREROUTE_ACD_IN

Header : [ClientServices] MasterPublisher._parseAndPublishXMLEvent() - Received XML event on node '/finesse/api/User/2001': <Update>

<data>

<user>

<dialogs>/finesse/api/User/2001/Dialogs</dialogs>

<extension>2001</extension>

<firstName>John</firstName>

<lastName>Doe</lastName>

<loginId>2001</loginId>

<loginName>JDoe</loginName>

<pendingState></pendingState>

<roles>

<role>Agent</role>

</roles>

<settings>

<wrapUpOnIncoming>OPTIONAL</wrapUpOnIncoming>

</settings>

<state>TALKING</state>

<stateChangeTime>2015-03-12T08:13:00.758Z</stateChangeTime>

<teamId>5000</teamId>

<teamName>BXB</teamName>

<uri>/finesse/api/User/2001</uri>

</user>

</data>

<event>PUT</event>

<requestId></requestId>

<source>/finesse/api/User/2001</source>

</Update>

Agent

Call ID

42BRKCCT-3005


Call IDs SummaryIngress GW : Cisco-Guid: 2576341504-0000065536-0000000009-0671746570

CVP : CISCO-GUID = 2576341504-0000065536-0000000009-0671746570

CVP-ID = 998FDA000001000000000009280A0A0A = CALLGUID

LEGID=998FDA000001000000000009280A0A0A-138511601388821 VRU Leg

LEGID = 998FDA000001000000000009280A0A0A-138511606925323 Agent Leg

DLGID = 25 = SIP Dialog ID, DLGID = 26 VRU Dialog ID

Router : DID = 25 SIP Dialog ID, DID = 26 VRU Dialog ID

CID=(150805,213) Router Call Key Day,Router Call Key

VXML GW : Call-ID: 998FDA000001000000000009280A0A0A-138511601388821 VRU Leg

Agent pim : RTRCallKey=150805.213 Router Call Key Day.Router Call Key

CallID = 17171230 Call ID

JGW : CID: 17171230 Call ID

IDVal: 20739809 Call Handler

CUCM : Call-ID: 998FDA000001000000000009280A0A0A-138511606925323 Agent Leg

CI=20739809 Call Handler (Outbound CI)

Finesse : dialog with id: 17171230 Call ID

43BRKCCT-3005

Log Free Troubleshooting (sort of)


UCCE AW-HDS Database

45

• Tables, Tables, Tables

• Configuration Tables (Agents, Skills, Peripherals, etc.)

• Interval Tables (Agent Availability, Not Ready Time, etc.)

• Termination Call Detail Table (TCD)

• Each call arriving at the peripheral generates a TCD record at the end of the call

• Route Call Detail Table (RCD)

• Each route request generates a an RCD entry as soon as the request is made

Do not run complex reporting type queries against the TCD\RCD database tables. If you need to have custom RCD\TCD reporting, create a separate database for such purpose.

BRKCCT-3005

AW-HDS



46

• Termination Call Detail Table Important Fields

• DateTime

• RouterCallKey / RouterCallKeyDay

• DialedDigits

• ANI

• Peripheral

• CallGUID

• Various Timings of Call Duration, Arrival, etc

BRKCCT-3005

AW-HDS



47

• Route Call Detail Table Important Fields

• DateTime

• RouterCallKey / RouterCallKeyDay

• DialedNumberID

• Peripheral Variables

• ANI

• ScriptID (ICM script)

• FinalObjectID

• Various Call Timings

BRKCCT-3005

AW-HDS


UCCE Call Journey in the RCD Table

48BRKCCT-3005

Dialed

NumID

Router

CallKey

Day

Router

CallKey RouteID

Request

Type

Routing

ClientID

Originator

Type Priority

Msg

Origin Variable5UserToUserANI

Script

ID

FinalObject

ID

CallType

ID

5003 151607 101 5001 6 5001 3NULL 1CCMusic NULL 1004 5105 16 5000

Select * FROM [prod_hds].[dbo].[t_Route_Call_Detail]…..



49BRKCCT-3005

Dialed

NumID

Router

CallKey

Day

Router

CallKey RouteID

Request

Type

Routing

ClientID

Originator

Type Priority

Msg

Origin Variable5UserToUserANI

Script

ID

FinalObject

ID

CallType

ID

5003 151607 101 5001 6 5001 3NULL 1CCMusic NULL 1004 5105 16 5000

Select * FROM [prod_hds].[dbo].[t_Route_Call_Detail]…..

AWDB

MasterScript

Script

AWDB

Dialed_Number

AWDB

Route

AWDB

Routing_Client

Script Editor



50BRKCCT-3005

Did you see it all the way in the back???



51BRKCCT-3005

RtrCallKey ANI RoutingClnt DNString BeginCallType BeginScript Script_Author Script_Ver Mod_Date CallTypeName

101 9720000000 CUCM_RC 8009585000CustomerCareCVP_SCRIPT_MICRO

HKE\Administrator 28 07/06/2016 CustomerCare

Label TargetLabel AgentName* RtrErrNum RouterErrorDesc RequestType ScriptID EndScriptName FinalNodeID TargetTypeDesc

rf1002 rf1002 NULL 0 Normal Post-Route 5030 Script2 13 Dynamic Label



52BRKCCT-3005

select

t_Media_Routing_Domain.EnterpriseName as MRDomainName,

Route_Call_Detail.RouterCallKeySequenceNumber as Seq#,

Route_Call_Detail.BeganRoutingDateTime,

Route_Call_Detail.RouterCallKey as RtrCallKey,

Route_Call_Detail.ANI,

Create the display layout



53BRKCCT-3005

from Route_Call_Detail

left outer join t_Script on t_Script.ScriptID = Route_Call_Detail.ScriptID

left outer join t_Master_Script on t_Master_Script.MasterScriptID = t_Script.MasterScriptID

left outer join Routing_Client on Routing_Client.RoutingClientID = Route_Call_Detail.RoutingClientID

left outer join t_Call_Type on Route_Call_Detail.CallTypeID = t_Call_Type.CallTypeID

left outer join t_Agent on t_Agent.PeripheralNumber = Route_Call_Detail.Label

left outer join t_Route on t_Route.RouteID = Route_Call_Detail.RouteID

Extract the configuration data and join it to the RCD table attributes



54BRKCCT-3005

RtrCallKey ANI RoutingClnt DNString

101 9720000000 CUCM_RC 8009585000

Joining the config tables with the RCD contents will yield a logical and humanly readable description of the numerical data.



55BRKCCT-3005

BeginScript Script_Author Script_Ver

CVP_SCRIPT_MICRO

HKE\Administrator 28

FinalNodeID TargetTypeDesc

13 Dynamic Label



56BRKCCT-3005

RtrErrNum RouterErrorDesc

0 Normal

Ideally the Router Return Code is 0. All others signify a failure to produce a label and the routing of the contact fails.


UCCE Call Journey in the TCD Table

57BRKCCT-3005

AgentSkillTarget

ID

SkillGroupSkill

TargetID

RouterCallKey

Day TalkTime ANI

RouterCallKey

Sequence

Number CallGUID

NULL NULL 151607 258 1004 0

12335C00000100

00000000030540

648E

NULL NULL 151607 0

sip:[email protected]

0.64.10:5060 1

12335C00000100

00000000030540

648E

5001 5005 151607 256 1004 2NULL

Select * FROM [prod_hds].[dbo].[t_Termination_Call_Detail]…..



58BRKCCT-3005

Seq RouterCallKeyDay ANI DigitsDialed CallTypeName DNIS AgentPeriph

AgentSkill

TargetName

SkillGroup

SkillName RouteName PeriphName CallDis

Call

Disposition

Name

CallDisp

FlagName

0 151607 1004 10000CustomerCare NULL NULL NULL NULL NULL

CVP_Generic

_2 52

Called Party

Disconnected Handled

1 151607

sip:1004

@142.10

0.64.10:5

060 10000CustomerCare NULL NULL NULL NULL NULL

CVP_Generic

_2 13

Drop Handled

Primary Route Handled

2 151607 1004 10000CustomerCare 1003 1000

CUCM

Generic_1.

Esser_Holger SupportTeam SupportRoute

CUCM

Generic_1 13

Drop Handled


CUCM

VRU PG

PG

VRU



59BRKCCT-3005

CallDis

Call

Disposition

Name

CallDisp

FlagName

52

Called Party

Disconnected Handled

13

Drop Handled


13

Drop Handled


Value Explanation

1 Abandoned in network

2 Abandoned in local queue

3 Abandoned ring

4 Abandoned delay

5 Abandoned interflow

6 Abandoned agent terminal

7 Short

8 Busy

9 Forced busy

10 Disconnect/drop no answer

11 Disconnect/drop busy

12 Disconnect/drop reorder

13 Disconnect/drop handled primary route

14 Disconnect/drop handled other

15 Redirected

16 Cut through

. .

. .

. .

46 Application invalid dialogue ID

47 Application duplicate dialogue ID

48 Application invalid invoke ID

49 Application invalid script selector

50 Application terminate dialogue

51 Task ended during application init

52 Called party disconnected



60BRKCCT-3005

Is a non zero disposition code in the TCD table an indication of a problem?



61BRKCCT-3005

2,3,6,7,10,13,14,15,19,24,28,29,30,33,52

Illuminati secret code?

IQ test?

These disposition codes are generally good codes, depending on your use cases.

Troubleshooting Failure Scenarios


Scenario 1

Symptoms

Caller calls in and hears “I am sorry….” and the call drops.

63BRKCCT-3005

CVP PG RTR

Available Information:

ANI

DNIS

Time of Day

No system alarms


Scenario 1

Possible Points of Failure

64BRKCCT-3005

VXML GW

CVP PG RTR

ICM

IOS

debug ccsip messages

debug ccapi inout

Call Server logs

Enable debug 41 for SIP messaging

PG\Router

PIM logs

RTR logs


Scenario 1

Resolution Approach

• Run TCD\RCD query

• Result: No Data

65BRKCCT-3005

VXML GW

CVP PG RTR

ICM

IOS


debug ccapi inout

Call Server logs


PG\Router

PIM logs

RTR logs


Scenario 1

Resolution Approach

66BRKCCT-3005

VXML GW

CVP

IOS


debug ccapi inout

Call Server logs


• Search for ANI in Call Server Logs

• Result: No Data


Scenario 1

Resolution Approach

• Enable Gateway debugs

67BRKCCT-3005

VXML GW

IOS


debug ccapi inout

debug voip dialpeer all

000206: Jul 5 11:43:56.351: //-1/xxxxxxxxxxxx/DPM/dpMatchPeersCore:

No Outgoing Dial-peer Is Matched; Result=NO_MATCH(-1)

000207: Jul 5 11:43:56.351: //-1/xxxxxxxxxxxx/DPM/dpMatchSafModulePlugin:

dialstring=10000, saf_enabled=0, saf_dndb_lookup=1, dp_result=-1


Scenario 2

Symptoms

Caller calls in and hears “I am sorry….” and the call drops.

68BRKCCT-3005

CVP PG RTR


ANI

DNIS

Time of Day

No system alarms


Scenario 2


69BRKCCT-3005

VXML GW

CVP PG RTR

ICM

IOS


debug ccapi inout

Call Server logs


PG\Router

PIM logs

RTR logs


Scenario 2

Resolution Approach

70BRKCCT-3005

VXML GW

CVP PG RTR

ICM

IOS


debug ccapi inout

Call Server logs


PG\Router

PIM logs

RTR logs

• Run TCD\RCD query

• Result: RCD returns a router error of 65, a script name of CVP_Micro and FinalObject = 14


Scenario 2

Resolution Approach• Review the RTR log

71BRKCCT-3005

PG RTR

ICM

PG\Router

PIM logs

RTR logs

09:34:30:908 ra-rtr Trace: (1 x 0 : 0 0) NewCall: CID=(151761,30354102), DN=10000, ANI=1003, CED=, RCID=5001, MRDID=1,

CallAtVRU=1, OpCode=0

09:34:30:908 ra-rtr Trace: (1 x 1 : 0 0) TransferToVRU: Label=1234567890, CorID=1, VRUID=5000, RCID=5001

09:34:31:429 ra-rtr Trace: (1 2 1 : 0 0) RequestInstr: CID=(151761,30354102), CallState=1

09:34:31:429 ra-rtr Trace: (1 2 1 : 0 0) Queuing Call CID=(151761,30354102) for SkillGroup SupportTeam, Pos=1

09:34:31:429 ra-rtr Script Default\\CVP_SCRIPT_MICRO executed for more that 1000 nodes.

09:34:31:430 ra-rtr Trace: (1 2 1 : 0 0) Canceling queuing for CID=(151761,30354102)

09:34:31:430 ra-rtr Trace: (1 2 1 : 0 0) Unqueuing Call CID=(151761,30354102) for SkillGroup SupportTeam, pos=1

09:34:31:430 ra-rtr Script Default\\CVP_SCRIPT_MICRO (ID 5004) failed to produce route for dialed number CVP_RC.10000 with

call type of CustomerCare (ID 5000).

09:34:31:431 ra-rtr Trace: (1 2 1 : 0 0) Script Default\\CVP_SCRIPT_MICRO (ID 5004) failed to produce route for dialed number

CVP_RC.10000 with call type of CustomerCare (ID 5000).

09:34:31:431 ra-rtr No default label available for dialed number CVP_RC.10000 (ID 5003).

09:34:31:431 ra-rtr Trace: (1 2 1 : 0 0) No default label available for dialed number CVP_RC.10000 (ID 5003).

09:34:31:431 ra-rtr Trace: (1 2 1 : 0 0) No Default Route: dn=10000, ani=1


Scenario 2Resolution Approach• Look at the script

• RCD returns a router error of 65, a script name of CVP_Micro and FinalObject = 14

72BRKCCT-3005

PG RTR

ICM

PG\Router

PIM logs

RTR logs


Scenario 3

Symptoms

Caller navigates through script and selects a transfer to an agent. Then the call disconnects.

73BRKCCT-3005

CVP PG RTR


ANI

DNIS

Time of Day

No system alarms


Scenario 3


74BRKCCT-3005

VXML GW

CVP PG RTR

ICM

IOS


debug ccapi inout

Call Server logs


PG\Router

PIM logs

RTR logs


Scenario 3

Resolution Approach

75BRKCCT-3005

VXML GW

CVP PG RTR

ICM

IOS


debug voip ccapi inout

debug voip dialpeer all

Call Server logs


PG\Router

PIM logs

RTR logs

Run TCD\RCD query

Result: TCD returns an agent label = 1002, the peripheral name = CVP and a call disposition of 1


Scenario 3

Resolution Approach• Run TCD\RCD query

• Result: No Data

76BRKCCT-3005

CVP

Call Server logs


481: 142.100.64.10: Jul 05 2016 13:22:38.209 -0700: %CVP_9_0_SIP-7-CALL: {Thrd=pool-1-thread-70-SIP-676}

CALLGUID = 0C210E80000100000000000D0540648E LEGID = E3E52645-422311E6-807FBBD1-7828EA69 -

[INBOUND] Handling CONNECT :>>HEADERS: (JMSType)=MsgBus:CONNECT

(JMSDestination)=Topic(CVP.ICM.CC.RESP.SYS_SIP1) (JMSTimestamp)=1467750158209

(ServerID)=CVP9x.SYS_ICM1:ICM:ICM2:CVP9x.MsgBus001 >>BODY:

callguid=0C210E80000100000000000D0540648E RouterCallKey=30354109 floatingvars=>>HEADERS:

(JMSType)=MsgBus:FLOATINGVARS >>BODY: callvars=[, , , , CCMusic, , , , , ]

user.microapp.media_server=http://142.100.64.10/ user.media.id=0C210E80000100000000000D0540648E

user.microapp.FromExtVXML=[null, null, null, null] user.CourtesyCallbackEnabled=1

user.microapp.ToExtVXML=[application=HelloWorld, null, null, null, null] user.microapp.UseVXMLParams=N >>STATE:

isTabular=false isWriteable=true cursor=-1 dnis=10000 timezone=America/Los_Angeles

RouterCallKeySequenceNumber=0 version=CVP_9_0 RouterCallKeyDay=151761 labeltype=1 label=1002 localOffset=-

420 calllegid=E3E52645-422311E6-807FBBD1-7828EA69 >>STATE: isTabular=false isWriteable=false cursor=-1

482: 142.100.64.10: Jul 05 2016 13:22:38.209 -0700: %CVP_9_0_SIP-3-SIP_ERROR_SNMP: B2BUA is not configured

with a route for making calls to [1002]. Please add this route. [id:5010]

Appendix

CVP Log ParsingSample QueriesLog Collection and ToolsProactive MeasuresTroubleshooting Tools

CVP Log Parsing


Tips

• Search for “new call with guid”

• Find the CALLGUID

• Search all lines which includes “CALLGUID = x” (replace x with CALLGUID you found above)

• Compare the “is” with “should be” (understand the call flow)

79BRKCCT-3005


“New call with guid”

Open CVP

Logs

Find

“New Call with guid”

Find All in All

Opened Documents

All Lines having

“new call with guid”

will be listed

80BRKCCT-3005


Find CallGUID

Clicking

on this will

take you

to the line

Highlight the

CALLGUID

Copy

CALLGUID = X

81BRKCCT-3005


Find Lines with “CALLGUID = x”

Find

“CallGUID = x”

Find All in all

Opened Documents

All Lines having

“CallGUID = x” will

be listed

82BRKCCT-3005


Compare “IS” with “Should Be”

83BRKCCT-3005

Sample Queries

© 2016 Cisco and/or its affiliates. All rights reserved. Cisco Public 85

Sample Queries TCD

BRKCCT-3005

select --Termination_Call_Detail.MRDomainID, t_Media_Routing_Domain.EnterpriseName as MRDomainName,Termination_Call_Detail.RouterCallKeySequenceNumber as Seq,Termination_Call_Detail.DateTime,--Termination_Call_Detail.RouterCallKeyDay,Termination_Call_Detail.RouterCallKey as RtrCallKey,Termination_Call_Detail.ANI,Termination_Call_Detail.DigitsDialed,--Termination_Call_Detail.CallTypeID,t_Call_Type.EnterpriseName as CallTypeName,Termination_Call_Detail.DNIS,Termination_Call_Detail.AgentPeripheralNumber as AgentPeriphNbr,--Termination_Call_Detail.AgentSkillTargetID,t_Device_Target.EnterpriseName as DeviceTargetName,t_Agent.EnterpriseName as AgentSkillTargetName,--Termination_Call_Detail.SkillGroupSkillTargetID,t_Skill_Group.EnterpriseName as SkillGroupSkillName,--Termination_Call_Detail.RouteID,t_Route.EnterpriseName as RouteName,--Termination_Call_Detail.ServiceSkillTargetID,--t_Service.EnterpriseName as ServiceSkillName,--Termination_Call_Detail.PeripheralID,t_Peripheral.EnterpriseName as PeriphName,Termination_Call_Detail.PeripheralCallKey as PeriphCallKey,case when PeripheralCallKey > 16777216 then PeripheralCallKey - (PeripheralCallKey/16777216)*16777216 else 0 end as GCID, -- var float adjustPeripheralCallKey/16777216 as CCMID,Termination_Call_Detail.UserToUser,--Termination_Call_Detail.PeripheralCallType, case PeripheralCallType when 1 then 'Post Rte ACD In' when 2 then 'Pre Rte ACD In' when 3 then 'Pre-Route Direct Agent' when 4 then 'Transfer In/Out' when 5 then 'Overflow In' when 6 then 'Other In' when 7 then 'Auto Out/Predictive/Progressive' when 8 then 'Agent Out' when 9 then 'Out (of cluster)' when 10 then 'Agent Inside' when 11 then 'Offered' when 12 then 'Consult' when 13 then 'Consult Offered' when 14 then 'Consult Conf' when 15 then 'Conference' when 16 then 'Unmonitored' when 17 then 'Preview' when 18 then 'Reserve' when 19 then 'Supervisor Assist' when 20 then 'Emergency Call' when 21 then 'Supervisor Monitor' when 22 then 'Supervisor Whisper' when 23 then 'SupervisorBarge in' when 24 then 'Supervisor Intercept' when 25 then 'Route by ICM' when 26 then 'Route By Application Inst.' when 27 then 'Reservation Preview' when 28 then 'Reservation Preview Direct' when 29 then 'Reservation Predictive' when 30 then 'Reservation Callback' when 31 then 'Reservation Personal Callback' when 32 then 'Customer Preview' when 33 then 'Customer Preview Direct' when 34 then 'Customer Predictive' when 35 then 'Customer Callback' when 36 then 'Customer Personal Callback' when 37 then 'Customer IVR' else 'Unkown' end as PeripheralCallTypeName,Termination_Call_Detail.CallDisposition as CallDis, case CallDisposition when 1 then 'Aban Network' when 2 then 'Aban Locl Q' when 3 then 'Aban Ring' when 4 then 'Aban Delay' when 5 then 'Aban Interflow' when 6 then 'Aban Agent Term' when 7 then 'Short' when 8 then 'Busy' when 9 then 'Forced Busy' when 10 then 'Drop no answer' when 11 then 'Drop busy' when 12 then 'Drop Reorder' when 13 then 'Drop Handled Primary Route' when 14 then 'Drop Handled Other' when 15 then 'Redirected' when 16 then 'Cut Through' when 18 then 'Interflow' when 19 then 'RONA' when 20 then 'Intercept Reorder' when 21 then 'Intercept Denial' when 22 then 'Time out' when 23 then 'Voice Energy' when 24 then 'Non-classified Energy' when 25 then 'No Cut Through' when 26 then 'U-Abort' when 27 then 'Failed Software' when 28 then 'Blind Transfer' when 29 then 'Announced Transfer' when 30 then 'Conferenced' when 31 then 'Duplicate Transfer' when 32 then 'Unmonitored Device' when 33 then 'Answering Machine' when 34 then 'Network Blind Transfer'when 52 then 'Called Party Disconnected' else cast(CallDisposition as varchar(5)) + ' Unknown - Schema Guide' end as CallDispositionName,--Termination_Call_Detail.CallDispositionFlag,case CallDispositionFlag when 1 then 'Handled' when 2 then 'Abandoned' when 3 then 'Short' when 4 then 'Error' when 5 then 'Redirected' when 6 then 'Requery' when 7 then 'Incomplete' end as CallDisFlagName,--Termination_Call_Detail.NetworkTargetID,

-----Values

t_Device_Target.Description as DvceTgtDesc, t_Peripheral_Target.DNIS as PeriphTgtDNIS, t_Peripheral_Target.Description as PeriphTgtDesc,t_Trunk_Group.EnterpriseName as TrunkGroupName,Termination_Call_Detail.InstrumentPortNumber as InstPrtNum,Termination_Call_Detail.NetworkTime as NetWkTime,Termination_Call_Detail.Duration,Termination_Call_Detail.RingTime,Termination_Call_Detail.DelayTime,Termination_Call_Detail.TimeToAband,Termination_Call_Detail.HoldTime,Termination_Call_Detail.TalkTime,Termination_Call_Detail.WorkTime,Termination_Call_Detail.LocalQTime,Termination_Call_Detail.ConferenceTime,Termination_Call_Detail.CED,Termination_Call_Detail.Variable1 as PVar1,Termination_Call_Detail.Variable2 as PVar2,Termination_Call_Detail.Variable3 as PVar3,Termination_Call_Detail.Variable4 as PVar4,Termination_Call_Detail.Variable5 as PVar5,Termination_Call_Detail.Variable6 as PVar6,Termination_Call_Detail.Variable7 as PVar7,Termination_Call_Detail.Variable8 as PVar8,Termination_Call_Detail.Variable9 as PVar9,Termination_Call_Detail.Variable10 as PVar10,Termination_Call_Detail.ICRCallKey,Termination_Call_Detail.AnsweredWithinServiceLevel as InSvcLvl,Termination_Call_Detail.Priority,Termination_Call_Detail.Trunk,Termination_Call_Detail.WrapupData,Termination_Call_Detail.SourceAgentPeripheralNumber as SourcePeriph,Termination_Call_Detail.SourceAgentSkillTargetID as SourceSkillID,Termination_Call_Detail.BadCallTag,Termination_Call_Detail.ApplicationTaskDisposition as AppDisp,Termination_Call_Detail.ApplicationData as AppData,Termination_Call_Detail.NetQTime,Termination_Call_Detail.RecoveryKey,Termination_Call_Detail.DbDateTime

-------joins to make TCD readable

from Termination_Call_Detailleft outer join t_Media_Routing_Domain on t_Media_Routing_Domain.MRDomainID = Termination_Call_Detail.MRDomainIDleft outer join t_Call_Type on t_Call_Type.CallTypeID = Termination_Call_Detail.CallTypeIDleft outer join t_Routing_Client on t_Routing_Client.PeripheralID = Termination_Call_Detail.PeripheralIDleft outer join t_Route on t_Route.RouteID = Termination_Call_Detail.RouteIDleft outer join t_Peripheral on t_Peripheral.PeripheralID = Termination_Call_Detail.PeripheralIDleft outer join t_Skill_Group on t_Skill_Group.SkillTargetID = Termination_Call_Detail.SkillGroupSkillTargetIDleft outer join t_Service on t_Service.SkillTargetID = Termination_Call_Detail.ServiceSkillTargetIDleft outer join t_Agent on t_Agent.SkillTargetID = Termination_Call_Detail.AgentSkillTargetIDleft outer join t_Device_Target on t_Device_Target.NetworkTargetID = Termination_Call_Detail.NetworkTargetIDleft outer join t_Peripheral_Target on t_Peripheral_Target.NetworkTargetID = Termination_Call_Detail.NetworkTargetIDleft outer join t_Trunk_Group on t_Trunk_Group.TrunkGroupID = Termination_Call_Detail.TrunkGroupID

-----where clausewhere Termination_Call_Detail.DateTime between '7/1/2015 0:00' and '7/30/2016 23:59'--and Termination_Call_Detail.DNIS like '%xxxxxx'--and RouterCallKey in (xxxxx)and not Termination_Call_Detail.CallDisposition in ( 2,3,6,7,10,13,14,15,19,24,28,29,30,33,52)order by RouterCallKeyDay,RouterCallKey,RouterCallKeySequenceNumber


Sample Queries RCD

BRKCCT-3005

select --Route_Call_Detail.MRDomainID,t_Media_Routing_Domain.EnterpriseName as MRDomainName,Route_Call_Detail.RouterCallKeySequenceNumber as Seq#,Route_Call_Detail.BeganRoutingDateTime,--Route_Call_Detail.RouterCallKeyDay,Route_Call_Detail.RouterCallKey as RtrCallKey,Route_Call_Detail.ANI,--Route_Call_Detail.RoutingClientID,Routing_Client.EnterpriseName as RtngClnt,--Route_Call_Detail.DialedNumberID,Route_Call_Detail.DialedNumberString as DNString,t_Dialed_Number.Description as DNDesc,t_Call_Type_B.EnterpriseName as BeginCallType,t_Master_Script_B.EnterpriseName as BeginScript,t_Script_B.Author as Script_Author,t_Script_B.Version as ScriptVer,t_Script_B.DateTime as Script_Modified_Date,--Route_Call_Detail.TargetType,--Route_Call_Detail.RouteID,t_Route.EnterpriseName as RouteName,--t_Route.SkillTargetID,Route_Call_Detail.DateTime,--Route_Call_Detail.CallTypeID,t_Call_Type.EnterpriseName as CallTypeName,Route_Call_Detail.Label,Route_Call_Detail.TargetLabel,t_Agent.EnterpriseName as 'AgentName*', --Agent name makes the assumption the agent peripheral = agent extension.Route_Call_Detail.RouterErrorCode as RtrErr#,case Route_Call_Detail.RouterErrorCode when 499 then 'Exceeded Queueu TimeLimit' when 435 then 'Dialog Failed' when 495 then 'Invalid Device Target' when 490 then 'No Agent or SG Found' when 448 then 'Abandoned IVR' when 383 then 'Max Nodes Reached' when 232 then 'No Label for this RoutingClient' when 66 then 'No Default Route' when 65 then 'No Route' when 64 then 'DN Not Scheduled' when 62 then 'No CallType for this DN' when 0 then 'Normal' else cast(RouterErrorCode as varchar(5)) + ' Unkown - Update sql query with master help' end as RouterErrorDesc,--Route_Call_Detail.RequestType,case RequestType when 1 then 'Pre-Route' when 2 then 'Blind Transfer' when 3 then 'Anounced Transfer' when 4 then 'Overflow' when 5 then 'Re-route' when 6 then 'Post-Route' end as RequestType,Route_Call_Detail.ScriptID,t_Master_Script.EnterpriseName as EndScriptName,Route_Call_Detail.FinalObjectID,t_Script.Author as ES_Author,t_Script.Version as ES_Ver,t_Master_Script.CurrentVersion as ES_CurVer,case when t_Script.Version <> t_Master_Script.CurrentVersion then 'Inactive' else 'Active' end as ES_State,t_Script.DateTime as ES_Modified_Date,--Route_Call_Detail.TargetType,case TargetType when 0 then 'Ended Badly' when 1 then 'Default Routed' when 2 then 'Ended on Agent' when 3 then 'Ended on Service' when 4 then 'Ended on SkillGroup' when 5 then 'Ended on Anouncement' when 6 then 'Ended in Busy node' when 7 then 'Ended in Ring node' when 8 then 'Ended on Label' when 9 then 'Network Default Route' when 10 then 'Ended on Service Array' when 11 then 'Ended Badly' when 12 then 'Ended on Scheduled Target' when 13 then 'AdminSciptDone' when 14 then 'Call Disconnected' when 15 then 'Ended on Release Call Node' when 16 then 'Exceeded Queue Limit' when 17 then 'Ended on Agent to Agent Node' when 18 then 'Ended on Dynamic Label' when 19 then 'Ended on Divert On Busy Node' when 20 then 'Admin Failed Queued Calls' when 21 then 'Routed to agent in specified group' end as TargetTypeDesc,--Route_Call_Detail.OriginatorType,Route_Call_Detail.Priority,--Route_Call_Detail.MsgOrigin,Route_Call_Detail.Variable1 as PV1,Route_Call_Detail.Variable2 as PV2,Route_Call_Detail.Variable3 as PV3,Route_Call_Detail.Variable4 as PV4,Route_Call_Detail.Variable5 as PV5,Route_Call_Detail.Variable6 as PV6,Route_Call_Detail.Variable7 as PV7,Route_Call_Detail.Variable8 as PV8,Route_Call_Detail.Variable9 as PV9,Route_Call_Detail.Variable10 as PV10,Route_Call_Detail.CED,Route_Call_Detail.VruScripts,Route_Call_Detail.CDPD,Route_Call_Detail.UserToUser,Route_Call_Detail.CallSegmentTime,Route_Call_Detail.NetQTime,--Route_Call_Detail.CallTrace,--Route_Call_Detail.RecoveryDay,--Route_Call_Detail.TimeZone,--Route_Call_Detail.NetworkTargetID,--Route_Call_Detail.LabelID,Route_Call_Detail.Originator,--Route_Call_Detail.TargetLabelID,Route_Call_Detail.RouterQueueTime,--Route_Call_Detail.BeganCallTypeDateTime,Route_Call_Detail.RequeryResult,Route_Call_Detail.VruProgress,case OriginatorType when 0 then 'Unknown' when 1 then 'Trunk' when 2 then 'Teleset' when 3 then 'VRU' when 4 then 'Trunk Group' end as OriginatorTypeName,Route_Call_Detail.RoutingClientCallKey,Route_Call_Detail.RecoveryKey,Route_Call_Detail.DbDateTime

from Route_Call_Detailleft outer join t_Script on t_Script.ScriptID = Route_Call_Detail.ScriptIDleft outer join t_Master_Script on t_Master_Script.MasterScriptID = t_Script.MasterScriptIDleft outer join Routing_Client on Routing_Client.RoutingClientID = Route_Call_Detail.RoutingClientIDleft outer join t_Call_Type on Route_Call_Detail.CallTypeID = t_Call_Type.CallTypeIDleft outer join t_Agent on t_Agent.PeripheralNumber = Route_Call_Detail.Labelleft outer join t_Route on t_Route.RouteID = Route_Call_Detail.RouteIDleft outer join t_Media_Routing_Domain on t_Media_Routing_Domain.MRDomainID = Route_Call_Detail.MRDomainIDleft outer join t_Dialed_Number on t_Dialed_Number.DialedNumberID = Route_Call_Detail.DialedNumberIDleft outer join t_Dialed_Number_Map on t_Dialed_Number_Map.DialedNumberID = t_Dialed_Number.DialedNumberIDleft outer join t_Call_Type_Map on t_Call_Type_Map.CallTypeID = t_Dialed_Number_Map.CallTypeIDleft outer join t_Master_Script t_Master_Script_B on t_Master_Script_B.MasterScriptID = t_Call_Type_Map.MasterScriptIDleft outer join t_Script t_Script_B on t_Master_Script_B.MasterScriptID = t_Script_B.MasterScriptID and t_Master_Script_B.CurrentVersion = t_Script_B.Versionleft outer join t_Call_Type t_Call_Type_B on t_Dialed_Number_Map.CallTypeID = t_Call_Type_B.CallTypeID

where Route_Call_Detail.DateTime between '7/1/2016 1:00' and '7/30/2016 23:59'--and not RouterErrorCode=XXX--and ANI='XXXXXXXX'--order by VruScripts descorder by BeganRoutingDateTime desc

Log Collection and Tools


Points of AttackIngress Gateway

Gateway logging

CVPCVP call server logs

VRU PGPIM logs

OPC logs

Router

Router logs

Agent PG

JGW logs

OPC logs

PIM logs

CUCM

SIP Call ID

Call CI

Global Call ID

Call Handler

VXML Gateway

Gateway logging

VXML Server

Activity logs

CUBE or

Ingress GW

CVP

IVR

SIP

ICM

VRU PG

PG

VRU

Router

VXML GW

AGENT PG

OPC

PIM

JGW

CT

ISV

RCUCM

88BRKCCT-3005


Diagnostic Framework Portico

BRKCCT-3005


UCCE Troubleshooting Tools – Diagnostic PorticoDirect LinkBookmark

Locally InstalledComponents

Smart Refresh

Remembers scroll position

UptimeRed <10 min.Yellow >10 min. <30 min.

Sub-Component Status

Blue= status change 10 mins.

BRKCCT-3005


UCCE Troubleshooting Tools – Diagnostic PorticoUCCE-server “Support Tool” – More than just Process Status!

Set tracing for single process

BRKCCT-3005


UCCE Troubleshooting Tools – Diagnostic PorticoLog Download

BRKCCT-3005


Unified System CLI

BRKCCT-3005


UCCE Troubleshooting Tools – Unified System CLI

• Most Commonly Used Commands

admin:systemInitializing system mode …

Retrieving device list. This process may take a few minutes to complete.. . . . . . .

NOTE: Use this command to enter system mode to collect data/logs remotely across UCCE servers.

admin:system initInitializing system mode …

Retrieving device list. This process may take a few minutes to complete.. . . . . . .

admin(system):

NOTE: Use this command when you make an update or change “devices.csv”

admin(system):show versionRetrieving [version] data from device [icmroggera] ProductType [icm] …

ICM 8.5(2) BuildNumber=37931 ES=0 PatchInstallerVer=465

Retrieving [version] data from device [icmpg1a] ProductType [icm] …

ICM 8.5(2) BuildNumber=37931 ES=0 PatchInstallerVer=465

NOTE: Use this command in System mode to show all device versions.

admin(system):show processesPeripheral Gateway 1A

jtapigw.exe : pcce-PG1A jtapigw – jgw1 – [ ACTIVE ] : 2.02:01:04.0946884

mdsproc.exe : pcce-PG1A mdsproc – (InSvc Pr-Enb Clk) : 2.02:01:04.0556254

opc-cce.exe : pcce-PG1A opc-cce.exe : 2.02:01:03.9980079

Pgagent.exe : pcce-PG1A pgagent – (Not active) : 2.02:01:03.8954684. . . . . . .

NOTE: Provides sub-component status

BRKCCT-3005 95



• Most Commonly Used Commands Cont…admin(system):show devicesDevice host name: icmroggera

Description: RoggerA

Password: ***********

Alternate user:

Enable password: ***********

Product type: ICM

Group:

Device host name: icmpg1a

Description: PG1A

Password: ***********

Alternate user:

Enable password: ***********

Product type: ICM

Group:

NOTE: Use this command to list all configured / recognizable devices by the active Unified CLI interface

admin(system):show debugRetrieving [debug] data from device [icmroggera] ProductType [icm] …

Component: icm:Router A, subcomponent: icm:rtr

Trace level = 0

Description:

Application data:

NOTE: Use this command to show current trace levels. System mode will show all UCCE server components

admin(system):show config redirect dir c:\tempRetrieving [configuration] data from device [icmroggera] ProductType [icm] …

Fetching configuration resource for component DumpCfg

Configuration: DumpCfg

NOTE: This command will snapshot configuration information such as: ConfigExport,

Registry, DumpCfg, etc. For PG’s, it will snapshot the registry.

“redirect dir” will save the “clioutput(#).zip” into the temp directory. If that directory is not

present, Unified CLI will create it.

BRKCCT-3005 96



• Most Commonly Used Commands Cont…admin(system):debug level 1 component “icm:Router A” subcomponent icm:rtrWarning: Because running this command can affect system performance,

Cisco recommends that you run the command during off-peak hours.

Do you want to continue? [y / n]: y

Retrieving [debug_level] data from device [icmroggera] ProductType [icm] …

Component: icm:Router A, subcomponent: icm:rtr

Debug level is set successfully

NOTE: Use this command to set debug tracing

admin(system):show tech-supportWarning: Because running this command can affect system performance,

Cisco recommends that you run the command during off-peak hours.

Do you want to continue? [y / n]: y

. . . . . . . . . . . . . .

Output is saved to “C:\icm\serviceability\wsccli\.\download\clioutput1.zip”

NOTE: In System mode, this command will grab a 24hr snapshot of all server and subcomponent logs including OPC Capture on PG’s.

It will also snapshot server versions, export ICM config, dumpcfg, registries, current debug levels, performance (PerfMon), license info, etc. In other

words, it gets EVERYTHING TAC/DE would need. If you have UCM configured in “devices.csv”, it will also grab a 24hr snapshot of CM/CTI/SDL

logs.

Requires Quotes

BRKCCT-3005 97

Proactive Measures


UCCE Monitoring Capabilities - SNMPHigh Level Overview

SNMP Network Management System

SNMP

syslog

EMS

EMS

EMS

Syslog Collector

AW/

HDS

LoggerLoggerRouter

PG

VRU

BRKCCT-3005


t_Event

100

UCCE Monitoring Capabilities - SNMPUCCE SNMP Event Flow

CSFS

CCCA

Agent

SNMP

DM

mds

Syslog Collector

SNMP NMSEMS EMS

CW2K

Feed

EMS

EMS

SNMP

Syslog

RouterRouter Logger

BRKCCT-3005


UCCE Monitoring Capabilities – SNMP MIB Overview

CSFS

CCCA

Agent

SNMP

DM

SNMP NMS

SNMP

Logger

• CISCO-CONTACT-CENTER-APPS-MIB

• Cisco Unified Contact Center Enterprise

• <drive>:\icm\snmp

• CISCO-CVP-MIB

• Cisco Unified Customer Voice Portal

• <drive>:\Cisco\CVP\conf

• HOST-RESOURCES-MIB

• SYSAPPL-MIB

• MIB-II

• Cisco MCS Server Platform MIBs

• Vendor-supplied (HP/IBM)

BRKCCT-3005

Problem Isolation


Problem isolationWhat 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?

• What is the exact prompt/error?

103BRKCCT-3005


What do we need to know?

• Business Impact

• Contact Center is impacted but which part of the business?

• How many calls / agents / sites are affected?

• Engagement

• Who is involved and why?

• Main contact email 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?

104BRKCCT-3005

Tools of the Trade


20142013

2013

PCCE ONLY

106

Troubleshooting Tools

Serviceability:

• Diagnostic Framework Portico

• Analysis manager

• System CLI

• System inventory

• One Click Log Collection

Troubleshooting:

• Text Editors

• Notepad++

• jEdit

• Gsplit

• WireShark

• CVP Call Flow Tool

Monitoring:

• Performance monitors

• SNMP

Monitoring Serviceability Troubleshooting

BRKCCT-3005

Questions?


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108BRKCCT-3005

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109BRKCCT-3005

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