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IVR issue with IPOCC

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serajeg

serajeg

IS-IT--Management
Jun 22, 2009
29
EG
Hi All,
I made a task flow with an IVR script, the call disconnects once it reaches the IVR without even playing the IVR announcement.
when I remove the IVR from the task flow & connect the caller directly to an agent group, it works fine.
I reviewed the IVR script several times & verified it without any errors, I even used the exact same IVR example in the TBG with no success.
anyone had this issue before?
thanks in advance

Seraj
 
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Have you assigned the script to an IVR and activated it?
What does the logs say?

"Trying is the first step to failure..." - Homer
 
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Hi Janni78,
Yes, I assigned the script to an IVR & activated it.
I went through the logs but could not get any usable information.
below is the TaskServerManager log:
E6829e 17:03:55.528 TC_General LOCALE_USER_DEFAULT, LOCALE_IDEFAULTANSICODEPAGE=1252, result=5
E6830e 17:03:55.529 TC_General LOCALE_SYSTEM_DEFAULT, LOCALE_IDEFAULTANSICODEPAGE=1252, result=5
E6831e 17:03:55.529 TS_PABXCSTALinks TSOperationProcessor(PBXServer)::TSOPPabxLinkAdded::eek:nExecute())
E6832e 17:03:55.529 TC_Info Connect pbx with TSPI interface. MS-TAPI is not used.
E6833e 17:03:55.529 TC_General AppName=TS_IPO_PBXServer name=PBXServer
E6834e 17:03:55.529 TC_General (AbsOrbNaming::resolve) success: resolved: /DefaultSystemName.System/TaskServerManager.Server/TaskServerManager.Object
E6835e TT_Version *******************************************************************************
TT_Version * Taskserver_IPO: version major=60, minor=22, patch=16 *
TT_Version * Build=9.1.0.2215, BuildDate=29-Sep-2015 16:15:02 *
TT_Version * << resurrection >> *
TT_Version * Using OrbHost= GMTIPOCC *
TT_Version * Using OrbPort= 49940 *
TT_Version * Running on host=GMTIPOCC *
TT_Version * logical host=GMTIPOCC *
TT_Version * FQDN=GMTIPOCC *
TT_Version * SSL CertPath=C:\ProgramData\{EDE9FF13-E867-4635-9436-4BC42D0C5E6F}\ipo\ *
TT_Version * SSL CertFile=cacert.crt *
TT_Version * processId=7024 *
TT_Version * current ProcessAffinityMasks: process=f, system=f *
TT_Version * Assigned cores=4 *
TT_Version * System cores=4 *
TT_Version * starttime=24 Sun Jan 03 17:03:55 2016 *
TT_Version * uptime (in seconds)=0 *
TT_Version * 0y, 0m, 0d, 1h, 0m, 0s *
TT_Version * IPOConnectionType=not initialized *
TT_Version * IPOSendPhoneMsg =off *
TT_Version * gTSETimeout =15 *
TT_Version * gIPOWaitAlertTimeout=20 *
TT_Version * gIPOWaitConnectedTimeout=20 *
TT_Version * DBVersion= 64.1 *
TT_Version * DBVersion= 64001 *
TT_Version *******************************************************************************
E6836e 17:03:55.540 TC_General Category TS_Config switched on
E6837e 17:03:55.540 TC_General Category TS_Monitor switched on
E6838e 17:03:55.540 TC_General TSManObserver_impl::connect(): got TSM proxy from orb. Register observer was successfull.
E6839e 17:03:55.541 TS_TSM Connection to Taskservermanager established.
E6840e 17:03:55.541 TC_General Category TS_Routing switched on
E6841e 17:03:55.541 TC_General Category TS_TaskConnection switched on
E6842e 17:03:55.541 TC_General Category TS_Pabx at PBXServer switched on
E6843e 17:03:55.541 TC_General Category TS_TAPIEventing at PBXServer switched on
E6844e TT_Version *******************************************************************************
TT_Version * Taskserver_IPO: version major=60, minor=22, patch=16 *
TT_Version * Build=9.1.0.2215, BuildDate=29-Sep-2015 16:15:02 *
TT_Version * << resurrection >> *
TT_Version * Using OrbHost= xxxxx *
TT_Version * Using OrbPort= 49940 *
TT_Version * Running on host=xxxxx *
TT_Version * logical host=xxxxx *
TT_Version * FQDN=GMTIPOCC *
TT_Version * SSL CertPath=C:\ProgramData\{EDE9FF13-E867-4635-9436-4BC42D0C5E6F}\ipo\ *
TT_Version * SSL CertFile=cacert.crt *
TT_Version * processId=7024 *
TT_Version * current ProcessAffinityMasks: process=f, system=f *
TT_Version * Assigned cores=4 *
TT_Version * System cores=4 *
TT_Version * starttime=24 Sun Jan 03 17:03:55 2016 *
TT_Version * uptime (in seconds)=0 *
TT_Version * 0y, 0m, 0d, 1h, 0m, 0s *
TT_Version * IPOConnectionType=not initialized *
TT_Version * IPOSendPhoneMsg =off *
TT_Version * gTSETimeout =15 *
TT_Version * gIPOWaitAlertTimeout=20 *
TT_Version * gIPOWaitConnectedTimeout=20 *
TT_Version * DBVersion= 64.1 *
TT_Version * DBVersion= 64001 *
TT_Version *******************************************************************************
E6873e 17:03:57.543 TC_General TSOperationProcessor::TSOPRegisterTaskServer onExecute called:
E6874e 17:03:57.543 TC_General TSOperationProcessor::TSOPRegisterTaskServer registerTaskServerWithAnnotation called successfully... now wait for createObserverSession called from TSM and Kernel...
E7064e 17:04:00.546 TS_PABXCSTALinks TSOperationProcessor(PBXServer)::TSOPPabxStartCommunication::eek:nExecute() tspi type= 1 )
E7065e 17:04:00.546 TS_TSPISocket TSTSPISocketConnection(192.168.42.1:50797)::connect_start: deadline timeout 60sec
E7066e 17:04:00.547 TS_Pabx TSPabx(PBXServer)::startCommunication called.
E7067e 17:04:00.547 TS_TSPISocket TSTSPISocketConnection(192.168.42.1:50797)::connect_complete: start reading and authentication to IPO
E7068e 17:04:00.548 TS_TAPID TSTSPIEventReceiver::eek:nNATSPI_LINELIST receives 36 new lines.
E7069e 17:04:00.557 TS_TAPID TSTSPIEventReceiver::eek:nNATSPI_LINELIST receives 1 new lines.
E7070e 17:04:00.557 TS_TAPID TSTSPIEventReceiver::eek:nNATSPI_SYSINFO -> authenticate=1, cause=0,
E7071e 17:04:00.557 TC_General TSTAPIEventCBTSPISocketConnectionEstablished::process() m_pSocketConnection=192.168.42.1 port=50797
E7085e 17:04:01.559 TC_General TSM->T: TSManObserver_impl::eek:nTaskServerAddedEvent received own event. Observation session between own instance and TaskserverManager in both directions established.
E7136e 17:04:05.549 TC_General TSPabx(PBXServer)::setTSState: oldState=Null, newState=Active
E7137e 17:04:05.549 TC_General TSTAPIMonitorThread::eek:nPabxStateChanged called. oldState=Null, newState=Active
E7147e 17:04:05.789 TC_General TSE_R->T: TSERouteServerAdapter_impl::newRouteServer called. serverId=facc7b56d8010000, ior=0: giop:tcp:169.254.129.5:53001 , repositoryId=IDL:com.tenovis/cc/ts/voiceext/RouteServer:1.0
E7164e 17:04:06.790 TS_Config TSOperationProcessor::TSOPReloadApplicationData onExecute called for agentId=facc7b56d8010000
E7253e 17:04:12.848 TC_General TSOperationProcessor::TSOPRegisterTagProvider onExecute called
E7254e 17:04:12.848 TC_General TSPabx(PBXServer)::setExternalRoutingServiceAvailable: oldMode=INactive, newMode=active
E7255e 17:04:12.848 TC_General TSPabx(PBXServer)::setTSState: oldState=Active, newState=RouteActive
E7256e 17:04:12.848 TC_General TSTAPIMonitorThread::eek:nPabxStateChanged called. oldState=Active, newState=RouteActive
E7983e 17:05:20.669 TS_TaskConnection TSTaskConnection(dev=00224000060:tcId=5b38895645000400:taskId=5b38895645000300:callId=0x0:state=NULL:calling=00224000060)::setState: newState=INITIATED, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E7984e 17:05:20.669 TS_TaskConnection TSTaskConnection(dev=00224000060:tcId=5b38895645000400:taskId=5b38895645000300:callId=0x0:state=INITIATED:calling=00224000060)::setState: newState=CONNECTED, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E7985e 17:05:20.669 TS_Routing TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=NULL:calling=00224000060)::setTSETcId m_tseTcId=0000000051010000 new tseTCId=5b38895645000700
E7986e 17:05:20.669 TS_Routing TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=NULL:calling=00224000060)::setTSETcId added this tc with the tseTcId=5b38895645000700 in globalTC list.
E7987e 17:05:20.669 TS_TaskConnection TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=NULL:calling=00224000060)::setState: newState=GENERATING, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E7988e 17:05:20.669 TS_TSI T->A:TSVEP_impl(e316845641000000:companymainmenu:707): EPTaskRouteReqEvent: taskId=5b38895645000300 taskConnId=5b38895645000500 callingAddress=EPAddress: type=3:EPAddressExtern address=00224000060 epId=5b3889564f000200 calledAddress=EPAddress: type=1:EPAddressUnknown address=707 epId=0000000051010000 extData= Any: not streamable
E8004e 17:05:21.529 TS_Routing TSScriptDSPF(DSPFScr_Good afternoon)::switchAnnouncement tseTCId=5b38895645000700 tcId=5b38895645000500, taskId=5b38895645000300, callId=0x18 calling=00224000060
E8005e 17:05:21.543 TS_TaskConnection TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=GENERATING:calling=00224000060)::setState: newState=QUEUED, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8010e 17:05:21.944 TS_TaskConnection TSTaskConnection(dev=DSPFScr_Good afternoon:tcId=5b38895645000800:taskId=5b38895645000300:callId=0x0:state=NULL:calling=00224000060)::setState: newState=ANNOUNCE, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8011e 17:05:21.944 TS_Routing TSContextObjAnnounce::eek:nSuccess: age=422ms announcementScript routeTCId=5b38895645000500 tseTCId=5b38895645000700, taskId=5b38895645000300 script=DSPFScr_Good afternoon scriptTCId=5b38895645000800 calling= callId=0x18
E8012e 17:05:21.944 TS_TaskConnection TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=QUEUED:calling=00224000060)::setState: newState=ANNOUNCE, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8110e 17:05:31.289 TS_TaskConnection TSTaskConnection(dev=DSPFScr_Good afternoon:tcId=5b38895645000800:taskId=5b38895645000300:callId=0x0:state=ANNOUNCE:calling=00224000060)::setState: newState=END, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8111e 17:05:31.289 TS_TaskConnection TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=ANNOUNCE:calling=00224000060)::setState: newState=QUEUED, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8112e 17:05:31.289 TS_TaskConnection TSTaskConnectionDtor: dev=DSPFScr_Good afternoon:tcId=5b38895645000800:taskId=5b38895645000300:callId=0x0:state=END:tseTcId=0000000051010000)
E8113e 17:05:31.289 TS_Routing TSTaskConnection(dev=DSPFScr_Good afternoon:tcId=5b38895645000800:taskId=5b38895645000300:callId=0x0:state=END:calling=00224000060)::resetTSETcId m_tseTcId=0000000051010000 to CCId::nil. Removing from globalTCMap.
E8116e 17:05:31.548 TS_Routing TSScriptDSPF(DSPFScr_unique)::switchAnnouncement tseTCId=5b38895645000700 tcId=5b38895645000500, taskId=5b38895645000300, callId=0x18 calling=00224000060
E8121e 17:05:31.952 TS_TaskConnection TSTaskConnection(dev=DSPFScr_unique:tcId=5b38895645000900:taskId=5b38895645000300:callId=0x0:state=NULL:calling=00224000060)::setState: newState=ANNOUNCE, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8122e 17:05:31.952 TS_Routing TSContextObjAnnounce::eek:nSuccess: age=406ms announcementScript routeTCId=5b38895645000500 tseTCId=5b38895645000700, taskId=5b38895645000300 script=DSPFScr_unique scriptTCId=5b38895645000900 calling= callId=0x18
E8123e 17:05:31.952 TS_TaskConnection TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=QUEUED:calling=00224000060)::setState: newState=ANNOUNCE, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8166e 17:05:36.052 TS_Routing TSOperationProcessor::TSOPCheckTSEQueueCall onExecute called for tcId=5b38895645000500 taskId=5b38895645000300 oldCount=1 newCount=5 state changed 4 times. OK. Returning
E8250e 17:05:44.108 TS_TaskConnection TSTaskConnection(dev=DSPFScr_unique:tcId=5b38895645000900:taskId=5b38895645000300:callId=0x0:state=ANNOUNCE:calling=00224000060)::setState: newState=END, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8251e 17:05:44.108 TS_TaskConnection TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=ANNOUNCE:calling=00224000060)::setState: newState=QUEUED, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8252e 17:05:44.108 TS_TaskConnection TSTaskConnectionDtor: dev=DSPFScr_unique:tcId=5b38895645000900:taskId=5b38895645000300:callId=0x0:state=END:tseTcId=0000000051010000)
E8253e 17:05:44.108 TS_Routing TSTaskConnection(dev=DSPFScr_unique:tcId=5b38895645000900:taskId=5b38895645000300:callId=0x0:state=END:calling=00224000060)::resetTSETcId m_tseTcId=0000000051010000 to CCId::nil. Removing from globalTCMap.
E8259e 17:05:44.575 TS_Routing TSRequestDropTC::processcompanymainmenu): tcId=5b38895645000500
E8260e 17:05:44.575 TS_Routing TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=QUEUED:calling=00224000060)::drop topic connection.
E8261e 17:05:44.580 TS_TaskConnection TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=QUEUED:calling=00224000060)::setState: newState=END, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8262e 17:05:44.580 TS_TaskConnection TSTaskConnectionDtor: dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=END:tseTcId=5b38895645000700)
E8263e 17:05:44.580 TS_Routing TSTaskConnection(dev=707:tcId=5b38895645000500:taskId=5b38895645000300:callId=0x18:state=END:calling=00224000060)::resetTSETcId m_tseTcId=5b38895645000700 to CCId::nil. Removing from globalTCMap.
E8317e 17:05:49.584 TS_TaskConnection TSTaskConnection(dev=00224000060:tcId=5b38895645000400:taskId=5b38895645000300:callId=0x0:state=CONNECTED:calling=00224000060)::setState: newState=END, newCause=0:EPNull :Null, oldCause=0:EPNull :Null
E8318e 17:05:49.584 TS_TaskConnection TSTaskConnectionDtor: dev=00224000060:tcId=5b38895645000400:taskId=5b38895645000300:callId=0x0:state=END:tseTcId=0000000051010000)
E8319e 17:05:49.584 TS_Routing TSTaskConnection(dev=00224000060:tcId=5b38895645000400:taskId=5b38895645000300:callId=0x0:state=END:calling=00224000060)::resetTSETcId m_tseTcId=0000000051010000 to CCId::nil. Removing from globalTCMap.
 
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Check the IVR log when making a call.

"Trying is the first step to failure..." - Homer
 
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I am not able to get the IVR log while making a call as I am newbie to the IPOCC.
Whre could I get the IVR logs?
 
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from TTraceConsole

"Trying is the first step to failure..." - Homer
 
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I used TTrace Console but could not get IVR logs although I selected the IVR.
here is a sample of what I get:
P3384d 16:04:39.520 VC_Heartbeats [0x00001B4C] CHAP_COM_CHAP, sending alive, leaving
P3385d 16:04:39.520 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to IS/NS 0x00E863D0 0x2
P3386d 16:04:39.520 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to main IS
P3387d 16:04:39.520 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to main NS
P3388d 16:04:39.577 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3389d 16:04:39.678 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3390d 16:04:39.779 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3391d 16:04:39.880 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3392d 16:04:39.981 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3393d 16:04:40.021 VC_Heartbeats [0x00001B4C] CHAP_COM_CHAP, sending alive to all services
P3394d 16:04:40.021 VC_Heartbeats [0x00001B4C] CHAP_COM_CHAP, sending alive, cleaning up
P3395d 16:04:40.021 VC_Heartbeats [0x00001B4C] CHAP_COM_CHAP, sending alive, leaving
P3396d 16:04:40.021 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to IS/NS 0x00E863D0 0x2
P3397d 16:04:40.021 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to main IS
P3398d 16:04:40.021 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to main NS
P3399d 16:04:40.082 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3400d 16:04:40.182 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3401d 16:04:40.283 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3402d 16:04:40.384 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3403d 16:04:40.485 TC_General [0x000016F8] CHAP_CHAP, waiting for CHAP resources to become available ...
P3404d 16:04:40.521 VC_Heartbeats [0x00001B4C] CHAP_COM_CHAP, sending alive to all services
P3405d 16:04:40.521 VC_Heartbeats [0x00001B4C] CHAP_COM_CHAP, sending alive, cleaning up
P3406d 16:04:40.521 VC_Heartbeats [0x00001B4C] CHAP_COM_CHAP, sending alive, leaving
P3407d 16:04:40.521 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to IS/NS 0x00E863D0 0x2
P3408d 16:04:40.521 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to main IS
P3409d 16:04:40.521 VC_Heartbeats [0x00001B4C] CHAP_CHAP, sending alive to main NS
 
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could this e the reason for this issue? waiting for CHAP resources to become available ...
 
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I managed to reconfigure the CHAP server for the IVR, now I do not get the waiting for CHAP resources to become available error message but I get a new error message as below:
Z4326d 17:26:23.814 VC_INT_ERROR [0x00003BF4] TSE_Package::got invalid TaskserverId
I am not sure where to configure the TaskserverId to clear this error as I think that this is the reason for not having my IVR working.
BR,
 
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HI Janni78,
I managed to to get the IVR working correctly.
thank you for your valuable support.
BR,
 
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