NPX 3.1 Up15 AVAYA ACTIVE DMCC TSAPI No Audio 1

[microstrategiesinc]

I have an NPX that wont record audio. I have been over the manuals and with Nice for the last two weeks but we cant get audio to the recorder.

NPX 3.1 UP15
Avaya Active DMCC TSAPI
Client 4.2.1 (As per the NPX Manual although the troubleshooting manual states to use same release as AES)
AES 6.2.1
DMCC that uses Processor Ethernet and not C-Lbelieveeleive this is the problem as there is no Nice documentation about this.)

The DMCC Dashboard shows that I can manually register an extension and observe. Sadly I am unable to get the NPX to do the same. The Observer logs show that the Intrude command was sent but the AES never seems to show that it has.

Has anyone had any similar experiences or cna provide some insight. I have learned alot on the PBX as of late.

Thanks,
Juan

 

[nice12345]

hi did you have a look on npx 3 idd june 2012 doc. can you run log collector and post logs. what are communication manager driver logs says and observer?.

do the exts register on pbx?

 

[microstrategiesinc]

Cant find the idd June 2012 doc and dont have any log files at the moment as im not at the site. I can confirm that the extensions and virtual extensions do register without a hitch. Ill post logs as soon as I get back.

Thanks.

 

[nice12345]

idd is here

https://www.extranice.com/eis/Pages/default.aspx

on right handside under marketting latest documents

 

[microstrategiesinc]

Here is one of my older logs from log collector. I will also get some dmcc logs in a few days if it helps. Maybe you see something others don't including myself.

 

[microstrategiesinc]

Here are the other log files.

 

[nice12345]

is this the document you are using?

https://www.extranice.com/EIS/Produ...ctive VoIP Installation Guide - NPX - 3.0.pdf

 

[nice12345]

channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
28/06/12 12:01:15.749 | ERROR | 1508 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.

 

[microstrategiesinc]

Yes to your 9:23 comment. And what does that error mean for 9:28? This is my first active install and still learning how to read the NPX logs.

 

[nice12345]

check your channel mapping

28/06/12 11:53:14.796 | INFO | Outgoing, 7480 | RCM | [RecordStartResponse: id 3] Sent out:
RecordStartResponse: requestID=3; interactionID=1869814; eventType=CHANS_EVENT_REC_FAIL (4); eventReason=CHANS_REC_VOICE_LOGGER_GENERAL_FAILURE (1402); timeReceived=634764811937806250;
ResponseInternalParticipant: recordingFlags=CHANS_REC_FLAG_FULL_VOICE (4); MediaResopnse: chosenInitiator= CLS_INITIATOR_TOTAL (32); status= CHANS_RC_RET_UNSPEC_FAILURE (2); mediaType= VOICE_MEDIA (2); wrapUpTime= 0; resourceID= 3; logger= 100; channel= 2; recordingStartTime= 28/06/12 15:53:12.993; recordingStartTimeInTicks= 634764955929937500; recordingStopTime= 28/06/12 15:53:12.993; recordingStopTimeInTicks= 634764955929937500; timeDifference=62500; summationType=SUMMATION_TYPE_SUMMED (3); participantID=1; ipPort=0; channelToRecord=-1; loggerToRecord=-1; deviceID=0; deviceType=0; station=3819; agentID=; MMLHint=; 
28/06/12 11:53:14.796 | WARN | Outgoing, 7480 | RCM | There isn't any request mapping for this response, rcm request id 3

 

[nice12345]

26/06/12 16:18:36.725 | DEBUG | RCM Response Thread, 8524 | Call Server | CALLSRVR: AddExceptionsToRecordedResources - Adding exception. Failed media is 2. Failure reason is 1402. 

i would check DNS also as common issue and make sure everythiing is working ok.Use wireshark also above error mean RTP stream is not hitting system

 

[microstrategiesinc]

What log file did that come from? Also in the observe log does this mean that the SO request was succesfull?
28/06/12 12:08:26.983 | INFO | 3F58 | ObserverHost 1 | Channel::SendOffHookRequest - Channel ID 18610 Switch ID 1 - Off Hook succeeded.
28/06/12 12:08:27.061 | INFO | 3F60 | ObserverHost 1 | Channel::SendOffHookRequest - Channel ID 18611 Switch ID 1 - Off Hook succeeded.
28/06/12 12:08:27.514 | INFO | 3F58 | ObserverHost 1 | Channel::SendIntrudeRequest - Channel ID 18610 Switch ID 1 - Intrude succeeded.28/06/12 12:08:27.514 | INFO | 3F58 | ObserverHost 1 | Channel::SendStartResponseToClient - Channel ID 18610 Switch ID 1 - Send response Ok description Start succeeded.
28/06/12 12:08:27.608 | INFO | 3F60 | ObserverHost 1 | Channel::SendIntrudeRequest - Channel ID 18611 Switch ID 1 - Intrude succeeded.
28/06/12 12:08:27.608 | INFO | 3F60 | ObserverHost 1 | Channel::SendStartResponseToClient - Channel ID 18611 Switch ID 1 - Send response Ok description Start succeeded.

I am also on the beleif that a networking issue may be possible. I no longer can can access the aes gui from the logger via IP only by hostname. This wasnt that way until I made my other network port available for internet access.

The avaya guy keeps seeing some request from the npx but with an IP address of 0.0.0.0 unlike when I do a test with a softphone which acually shows an IP. I have also wiresharked and see a ton of arp and other things but never any audio which I am starting to beleive is related to this networking issue. I will see if I have someone at the site to help me with this today.

Thanks. You have been very insghtful.

 

[nice12345]

E121402 Failed to handle request on open recording. Recording might have started and failed on stop or update. Partial media might be available for playback.

 

[microstrategiesinc]

Yea. There is no audio just the CTI entry.

 

[microstrategiesinc]

Got some fresh log files today. Ignore an entry regarding unable to connect to x.x.x.138. THat connection was down on purpose.

I could use any help you can provide.

Thanks.

 

[nice12345]

annel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | 1B74 | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 2 Switch ID 1.
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="1"/>
11/07/12 13:09:21.756 | INFO | C1C | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 1 Switch ID 1 - Going to create AvayaChannelVEByDevice.
11/07/12 13:09:21.756 | ERROR | C1C | ObserverHost 1 | Observer::AllocateChannel - Failed to create Channel ID 1 Switch ID 1.
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | Observer::AllocateChannel - AllocateChannel called. Mode ByDevice, Data Source <DS SW="1" FD="2"/>
11/07/12 13:09:21.756 | INFO | 1B74 | ObserverHost 1 | AvayaObserver::CreateChannel - Channel ID 2 Switch ID 1 - Going to create AvayaChannelVEByDevice.

 

[nice12345]

are you getting RTP traffic to NPX?

I see later in observer logs you are succesfuly service observing calls.

Have the exts been setup as per the npx install doc and PBX settings in it on previous post?

THe CTI is good as conn manager/driver are good. the logger logs show no RTP so would start here by making test calls and do wireshark on NPX.

Alternatively raise a case with NICE and post the logs you just posted to them.

 

[microstrategiesinc]

No. I have yet to see RTP traffic at all. Avaya at this point says nothing is wrong on their side and I can't prove its not the recorder at this point. I appreciate your thoughts on this problem.

Thanks again.

 

[microstrategiesinc]

Cheers folks. I came across the problem and the fix. It looks like the customer was using G711 for which the VE where not configured for. The NPX UP15 only allowed for G723 and G729. Therefore audio was not being sent to them. Nice has provided UP16 which has one of the fixes of enabling G711 on those virtual extensions also.

Nice everything is fine. Thanks for all the help!