call Status : E121702

[expack]

Hi,

NICE 8.9

Got the call status as E121702..

exception E12 stands for voice recording failed.

sub exception: 1702 stands for what ?

how can i overcome this situation?

because more number of calls tag with same status..

Kindly help me to troubleshoot further..

Thanks in advance...

 

[whydoibelieve]

e121702 means sniffing of audio failed. check spannning and check what type of call if internal are u sniffing the vlan or gateway also ensure u have set the right compression on loggers channels. also check mapping of logger

 

[cellspam]

You can see if you are using AES (Avaya)if its mapped correctly you can also check the hunt group on the CM.

Regards

 

[newbie1221]

Hiya,

I had this issue on total recording solution 8.9 Cisco Tapi integration. This issue was mainly related to the audio not being received for a number of reasons as mentioned by whydoibelieve.

Mostly a load of handsets were being added to Cisco Call Manager but not being updated in nice so the mapping was out of date, some ports for the phones were also not setup for spanning...a bit of an admin nightmare but we got there in the end. We did also have an issue with the logger not correctly updating the mascmap file, this holds the IP addresses of the handsets which are to be recorded. The lastest serivce pack resolved this.

 

[expack]

logs for failed recordings:

CHANSRVR 19/01/2010 06:30:37:398 D REC_CTRL - START RECORD - Media:2 V- -Lg:0 Ch:0 Unit:1 Trunk/) Rack-1/-1) Stat:XXXX Dev,-1) IpAddress)Stat2: Dev2,-1) Agent:XXXXX Call:50661835 Out:0 VDN: RecFlag:1 ucid: WrUp:0 Keep:0 Data:,,,,,,XX.XXX.XXX.XXX,0,28546 ReqID:18319956 VI:16 SI:0
CHANSRVR 19/01/2010 06:30:37:398 D RESOURCE MANAGER - allocated voice resource for initiator 16
CHANSRVR 19/01/2010 06:30:37:398 D REC_CTRL - SVC-Obs - Free channel found - resuming (240). Lg=XXXXXXXX,Ch=2,R.Ch=e2
CHANSRVR 19/01/2010 06:30:37:408 D Dynamic RTP Sniffing - Start Sniffing IP:XX.XXX.XXX.XXX on Board 1 , Channel 2
CHANSRVR 19/01/2010 06:30:45:460 **E Dynamic RTP Sniffing - error sniffing IP XX.XXX.XXX.XXX on board 1, channel 2 - Audio Was Not Found
CHANSRVR 19/01/2010 06:30:45:460 D RESOURCE MANAGER - deallocating voice resource for initiator 16
CHANSRVR 19/01/2010 06:30:45:490 D Dynamic RTP Sniffing - Stopped Sniffing Board 1 , Channel 2

 

[AlmostMe]

Provide your Switch and Logger types. As the others have indicated the audio packets are failing to be delivered to your logger. Check in Logger IP Tool all your sniffing cards are configured. Also check extensions are in correct VLAN if you're doing VLAN mirroring. Check all switches are configured to mirror to the logger port. Etc.

 

[expack]

We have Passive Dynamic snniffing on the logger. Also we have observed that there is 11 ms delay to travel a packet from ip phone to logger.

Not all user affected but 5 to 6 user affected due to this.
On daily basis calls are tagged as E121702 for these agents.

We are using Geotel drivers. Could you plz let me know where the CTI mapping should be done when Cisco CAD is used ?

Thanks for all your help and support !