Post on 10-Oct-2020
Cisco Connect Москва, 2017
Цифровизация: здесь и сейчас
Поиск и устранение неисправностей для решений UCCE/CVP
Сергей Олиферов
Инженер технической поддержки, Cisco TAC
© 2017 Cisco and/or its affiliates. All rights reserved.
Методология поиска и устранения неисправностей
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Методология поиска и устранения неисправностей по KT
- какой именно объект/объекты работает неправильно,
- как это работает сейчас,
- как это должно работать,
- в чем разница между тем как должно работать и как работает сейчас.
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Методология поиска и устранения неисправностей по KT
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 5
Архитектура UCCE и CVP
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Архитектура решения UCCE и CVP
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 7
Router
Router
CUBE или
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
SIP/ISDN
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
Ingress Gateway/CUBE Терминирует на себе TDM
и/или SIP вызовы
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
CVP Call Server Состоит из трех сервисов SIP Service, ICM Service,
IVR Service.
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
VXML Gateway Выполняет функцию Voice Browser. Интерпретирует
VXML в действия с голосовым вызовом
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
CVP VXML Server Сервер на котором выполняются
VXML скрипты для создания контента для VXML browser-а
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
Media Server Сервер который содержит
голосовые подсказки
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
Operation console Сервер через который происходит
конфигурация CVP
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
Router Обеспечивает обработку
вызова согласно сконфигурированного
сценария
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
VRU PG Обеспечивает взаимодействие между CVP Call server и Router
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
Agent PG Обеспечивает взаимодействие
между CUCM и Router
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
Agent PG Обеспечивает взаимодействие
между CUCM и Router
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
Finess Рабочее место оператора
Архитектура решения UCCE и CVP
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Router
Router
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent
B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
CVP Operation Console
SIP
SIP CVP
Tomcat
HTTP
VXML GW
CUCM IP АТС
Классификация типовых проблем
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Платформа Call flow Изменения
High CPU/Memory Вызов не устанавливается Обновление
Disk Нештатное рассоединение вызова Конфигурация нового функционала
Одностороняя слышимость
Классификация типовых проблем
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Платформа Call flow Изменения
High CPU/Memory Вызов не устанавливается Обновление
Disk Нештатное рассоединение вызова Конфигурация нового функционала
Одностороняя слышимость
Call flow входящего вызова
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Сall flow для входящего вызова Общий план
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
ISDN SETUP
Сall flow для входящего вызова Общий план
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
SIP INVITE
ISDN SETUP
Сall flow для входящего вызова Общий план
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
SIP INVITE
ISDN SETUP
Label request
Сall flow для входящего вызова Общий план
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
SIP INVITE
ISDN SETUP
Label request
Label
Сall flow для входящего вызова - общий план
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
SIP INVITE
ISDN SETUP
Label request
Label
Сall flow для входящего вызова Общий план
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
SIP INVITE
ISDN SETUP
Label request
Label
RTP
Сall flow для входящего вызова Общий план
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
SIP INVITE
ISDN SETUP
Label request
Label
RTP
Сall flow для входящего вызова Общий план
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
SIP INVITE
ISDN SETUP
Label request
Label
RTP
Стадии входящего вызова
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Стадии вызова - Switch Leg
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
SIP INVITE
SIP INVITE
ISDN SETUP
Label request
Label
RTP
Стадии вызова - VRU Leg
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
Стадии вызова - IVR Treatment
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
Стадии вызова - Agent Leg
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Router
Router
VXML GW
CUBE or
Ingress GW
VRU PG
PG
VRU
CUCM
Agent B A
Finesse
Agent PG
PG
AgPG
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
Label
SIP INVITE
Подробно Switch Leg
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Switch Leg
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CUBE or
Ingress GW CVP Call server
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
SIP INVITE NEW CALL ROUTE REQEST
SIP INVITE
055612: Sep 25 15:22:49.419: //-1/xxxxxxxxxxxx/SIP/Msg/ccsipDisplayMsg:
Received:
INVITE sip:CalledNumber@IPAddressGateway;user=phone SIP/2.0
From: <sip:CallingNumber@Test>;tag=1551884638-3859895683-1268282782-4032325857
To: <sip:CalledNumber@IPAddressGateway;user=phone>
Call-ID: 1148234B0233A48B684DF4EFB26DC3DF
Switch Leg
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056341: Sep 25 15:22:50.443: //941390/5ED0FD309E75/SIP/Msg/ccsipDisplayMsg:
Sent:
INVITE sip:RouterDialedNumber@IPAddressCVPCallServer:5060 SIP/2.0
From: sip:CallingNumber@IPAddressIngressGateway;tag=35D9471C-41C
Call-ID: 487A697B-828C11E6-BFF5AF55-9DCF8C1F@IPAddressIngressGateway
Cisco-Guid: 1590754608-2203390438-2658506827-3781712112
CUBE or
Ingress GW CVP Call server
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
SIP INVITE NEW CALL ROUTE REQEST
SIP INVITE
Switch Leg
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5150782: 10.242.31.85: Mar 30 2017 16:49:35.437 +0300: %_Wire-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Wire: Received UDP packet on IPAddressCVPCallServer:5060 ,source IPAddressGateway:60385
INVITE sip:RouterDialedNumber@IPAddressCVPCallServer:5060 SIP/2.0
From: <sip:CallingNumber@IPAddressIngressGateway>; tag=35D9471C-41C
Call-ID: 487A697B-828C11E6-BFF5AF55-9DCF8C1F@IPAddressIngressGateway
Cisco-Guid: 1590754608-2203390438-2658506827-3781712112
CUBE or
Ingress GW CVP Call server
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
SIP INVITE NEW CALL ROUTE REQEST
SIP INVITE
Switch Leg
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550261: 10.242.31.85: Mar 30 2017 16:51:09.995 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=DATAI.0} Found an incoming CISCO-GUID hdr : 1590754608-2203390438-2658506827-3781712112, Generated a new CVP-ID hdr : C3E70A78148611E78FA28C9DBD28C359
550264: 10.242.31.85: Mar 30 2017 16:51:09.995 +0300: %CVP_10_5_SIP-7-PARAM: {Thrd=DATAI.0} CALLGUID = C3E70A78148611E78FA28C9DBD28C359 LEGID = 487A697B-828C11E6-BFF5AF55-9DCF8C1F - [INBOUND]: ReqURI (DN) sip:RouterDialedNumber@IPAddressCVPCallServer:5060 FromURI sip:CallingNumber@IPAddressIngressGateway Video:false m_needs_postcallsurvey:true
CUBE or
Ingress GW CVP Call server
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
SIP INVITE NEW CALL ROUTE REQEST
SIP INVITE
Switch Leg
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408835: 10.242.31.85: Mar 30 2017 16:51:09.995 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-152-ICM-196891} CALLGUID = C3E70A78148611E78FA28C9DBD28C359 - New call
CUBE or
Ingress GW CVP Call server
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
SIP INVITE NEW CALL ROUTE REQEST
SIP INVITE
Switch Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 42
408836: 10.242.31.85: Mar 30 2017 16:51:09.995 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-152-ICM-196891} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29351 [SIP_LEG] - Publishing ,, [ICM_NEW_CALL], dialogueId=29351, sendSeqNo=1, trunkGroupId=100, trunkNumber=0, serviceId=1, dialedNumber=RouterDialedNumber, uui=, callguid=C3E70A78148611E78FA28C9DBD28C359
CUBE or
Ingress GW CVP Call server
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
SIP INVITE NEW CALL ROUTE REQEST
SIP INVITE
Switch Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 43
08:49:23:331 rb-rtr Trace: (29351 x 0 : 0 0) NewCall: CID=(149957,211), DN=RouterDialedNumber, ANI=CallingNumber, CED=, RCID=5001, MRDID=1, CallAtVRU=1
08:49:23:331 rb-rtr Trace: (29351 x 0 : 0 0) Correlation id for dialog is (19).
08:49:23:331 rb-rtr Trace: (29351 x 19 : 0 0) TransferToVRU: Label=99999, CorID=19, VRUID=5012, RCID=5001
08:49:23:331 rb-rtr Trace: (29351 x 19 : 0 0) TransferConnect sent. Dialog pending.
CUBE or
Ingress GW CVP Call server
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
SIP INVITE NEW CALL ROUTE REQEST
SIP INVITE
Switch Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
CUBE or
Ingress GW
TEMP CONNECT TEMP
CONNECT
SIP INVITE
408837: 10.242.31.85: Mar 30 2017 16:51:10.073 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-141-ICM-196892} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29351 [SIP_LEG] - Processing ,, [ICM_TEMPORARY_CONNECT], dialogueId=29351, sendSeqNo=1, label=99999, correlationId=19, callguid=C3E70A78148611E78FA28C9DBD28C359, rckey=211, rcday=149957
Switch Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
CUBE or
Ingress GW
TEMP CONNECT TEMP
CONNECT
SIP INVITE
550269: 10.242.31.85: Mar 30 2017 16:51:10.073 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} Matched 9999919 to 99999>
550270: 10.242.31.85: Mar 30 2017 16:51:10.073 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} Using Send To Originator for sip:9999919@IPAddressVXMLGW:5060
Switch Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
CUBE or
Ingress GW
TEMP CONNECT TEMP
CONNECT
SIP INVITE
5152752: 10.242.31.85: Mar 30 2017 16:51:10.073 +0300: %_Connection-7-com.dynamicsoft.DsLibs.DsUALibs.DsSipLlApi.Connection: Sending Message (NB):
INVITE sip:9999919@IPAddressVXMLGW:5060;transport=tcp SIP/2.0
Call-ID: C3E70A78148611E78FA28C9DBD28C359-149088187007326167@IPAddressCVPCallServer
Cisco-Guid: 3286698616-0344330727-2409794717-3173565273
Switch Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
CUBE or
Ingress GW
dial-peer voice 99999 voip
description Used for VRU leg
service bootstrap
incoming called-number 99999T
dtmf-relay rtp-nte
codec g711ulaw
no vad
TEMP CONNECT TEMP
CONNECT
SIP INVITE
Switch Leg - конфигурация
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inbound dial-peer outbound dial-peer
нет конфигурации
Dialed Number Call Type Script Schedule Script
конфигурация PG/PIM
CUBE or
Ingress GW CVP Call server
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
SIP INVITE NEW CALL ROUTE REQEST
SIP INVITE
Подробно VRU Leg
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VRU Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
HTTP PING
Mar 30 16:51:10.782: //53//HTTPC:/httpc_write_stream: Client write buffer fd(0):GET /cvp/VBServlet?MSG_TYPE=PING&CALL_DNIS=9999919&CALL_ANI=sip:CallingNumber@IPAddressIngressGW:5060&ERROR_CODE=0&RECOVERY_VXML=flash:recovery.vxml&CLIENT_TYPE=IOS&CALL_ID= C3E70A78148611E78FA28C9DBD28C359 &CALL_LEGID=C3E70A78148611E78FA28C9DBD28C359-149088187007326167@IPAddressCVPCallServer
VRU Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router HTTP PING
RESPONSE
Mar 30 2017 16:51:11.149 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=http-processor25} VXMLManager:generateVXML: CALLGUID=C3E70A78148611E78FA28C9DBD28C359 Generated VXML from template 'SubmitBack.template' for client: IPAddressVXMLGW clientType: IOS
VRU Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
HTTP NewCall
Mar 30 2017 16:51:12.179 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=http-processor24} VBServlet:service: HTTP Request from IPAddressVXMLGW: { RECOVERY_VXML=flash:recovery.vxml, CALL_DNIS=9999919, CALL_UUI=, MSG_TYPE=CALL_NEW, ERROR_CODE=NONE(0), CALL_ID=C3E70A78148611E78FA28C9DBD28C359, CLIENT_TYPE=IOS, CALL_ANI=sip:CallingNumber@IngressGateway:5060 }
VRU Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
HTTP NewCall
Mar 30 2017 16:51:12.179 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-100-ICM-196898} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = -1 [null] - Processing ,, [MsgBus:NEW_CALL], ssId=SYS_IVR1, mediaType=A, location=, locationpkid=, locationsiteid=, srcaddr=, pstntrunkgroupid=, pstntrunkgroupchannelnum=2147483647, sipheader=, rckey=, rcday=, rcseq=, uui=, calltypeid=5, CallContext:, user.media.id: C3E70A78148611E78FA28C9DBD28C359,, LEGID = null, DNIS = RouterDialedNumber, ANI = CallingNumber
VRU Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 54
VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
HTTP NewCall
Mar 30 2017 16:51:12.179 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-100-ICM-196898} CALLGUID = C3E70A78148611E78FA28C9DBD28C359 - Correlation ID routed call
VRU Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 55
VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
HTTP NewCall
Mar 30 2017 16:51:12.179 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-100-ICM-196898} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29352 [IVR_LEG] - Publishing ,, [ICM_REQUEST_INSTRUCTION], dialogueId=29352, sendSeqNo=1, trunkGroupId=200, trunkNumber=1, serviceId=2, uui=, correlationId=19, location=, locationpkid=, pstntrunkgroupid=, pstntrunkgroupchannelnum=2147483647, sipheader=,, LEGID = , DNIS = 9999919
ICM_REQUEST_INSTRUCTION
VRU Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
HTTP NewCall
ICM_REQUEST_INSTRUCTION
16:51:12:407 ra-rtr Trace: (29351 29352 19 : 0 0) RequestInstr: CID=(149957,211), CallState=1.
16:51:12:407 ra-rtr Trace: (29351 29352 19 : 0 0) Dialog resuming (Request Instruction received.) status (0).
16:51:12:407 ra-rtr Trace: (29351 29352 19 : 0 0) Runscript sent. Dialog pending..
VRU Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
HTTP NewCall
ICM_REQUEST_INSTRUCTION
16:51:12:803 ra-rtr Trace: (29351 29352 19 : 0 0) Queuing Call CID=(149957,211) for SkillGroup Test01, Pos=1.
VRU Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 58
VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
ICM_RUN_SCRIPT_REQ
March 30 2017 16:51:12.241 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-111-ICM-196899} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29352 [IVR_LEG] - Processing ,, [ICM_RUN_SCRIPT_REQ], dialogueId=29352, sendSeqNo=1, invokedId=1, scriptId=GS,Server,V,
….
user.microapp.ToExtVXML[1]: ATMCARD=, user.microapp.ToExtVXML[0]: application=TestVXML,,
VRU Leg
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Mar 30 2017 16:51:12.241 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=SubscriptionMgr} CallMsgListener:onMsg: CALLGUID=C3E70A78148611E78FA28C9DBD28C359 DNIS=9999919 Received Call message : >>HEADERS: (JMSType)=MsgBus:RUN_SCRIPT_REQ (JMSDestination)=Topic(CVP.ICM.CC.REQ.SYS_IVR1) (JMSTimestamp)=1490881872241 (ServerID)=CVPID.SYS_ICM1:ICM:ICM1:DCCTDCVP1.MsgBus001 >>BODY: ced= scriptconfiguration= callguid=C3E70A78148611E78FA28C9DBD28C359 RouterCallKey=211 ani=CallingNumber floatingvars=>>HEADERS: (JMSType)=MsgBus:FLOATINGVARS >>BODY: callvars=[, , , , , , , , , ] user.microapp.app_media_lib=.. user.microapp.media_server=https://CVP:7443/CVP user.microapp.isPostCallSurvey=N user.microapp.FromExtVXML=[null, null, null, null] user.microapp.ToExtVXML=[application=TestVXML, ATMCARD=, null, null, null] user.microapp.UseVXMLParams=N user.cvp_server_info=X.X.X.X >>STATE: isTabular=false isWriteable=true cursor=-1 dnis=9999919 timezone=X/X RouterCallKeySequenceNumber=1 version=CVP_10_5 RouterCallKeyDay=149957 localOffset=180 switch_leg_dnis=RouterDialedNumber switch_leg_ani=CallingNumber calllegid= scriptid=GS,Server,V requestid=1 >>STATE: isTabular=false isWriteable=false cursor=-1
VRU Leg
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
ICM_RUN_SCRIPT_REQ
Mar 30 2017 16:51:12.241 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=http-processor24} VXMLManager:generateVXML: CALLGUID=C3E70A78148611E78FA28C9DBD28C359 Generated VXML from template 'GetSpeech-External.template' for client: IPAddressVXMLGW clientType: IOS
HTTP
VRU Leg - конфигурация
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VXML GW
CVP
IVR
SIP
ICM
VRU PG
PG
VRU
Router
Router
HTTP NewCall
ICM_REQUEST_INSTRUCTION
Incoming Dial Peer Bootstrap.tcl
Route for VRU label MAX DNIS Length:5 DNIS=Label+CorID
Label:99999 CorID:19
Нет конфигурации Нет конфигурации
Подробно IVR Treatment
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IVR Treatment
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VXML GW VRU PG
PG
VRU
Router
Router
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
Run External Script Request
HTTP
IVR Treatment
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 64
VXML GW VRU PG
PG
VRU
Router
Router
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
IVR Treatment
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Mar 30 16:51:12.241: //53//HTTPC:/httpc_write_stream: Client write buffer fd(0):GET /CVP/Server?_dnis=RouterDialedNumber&application=TestVXML& callid=C3E70A78148611E78FA28C9DBD28C359&_ani=CallingNumber HTTP/1.1
Mar 30 16:51:12.241: //53//HTTPC:/httpc_write_stream: Client write buffer fd(0):GET /CVP/Server?audium_root=true&calling_into=TestVXML HTTP/1.1
Mar 30 16:51:12.241: processing server rsp msg: msg(7181B5FC)URL:http://90.90.205.10:7000/CVP/Server?_dnis=RouterDialedNumber&application=TestVXML&callid=C3E70A78148611E78FA28C9DBD28C359&_ani=CallingNumber, fd(0):
Mar 30 16:51:12.241: processing server rsp msg: msg(7181B7EC)URL:http://IPAddressVXMLServer:7000/CVP/Server?audium_root=true&calling_into=TestVXML, fd(0):
IVR Treatment
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 66
VXML GW VRU PG
PG
VRU
Router
Router
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
IVR Treatment
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 67
<vxml version="2.0"> <var name="MSG_TYPE" expr="'CALL_RESULT'" /> <var name="CALL_ID" expr="'C3E70A78148611E78FA28C9DBD28C359'" /> <var name="CALL_SEQ_NUM" expr="1" /> <var name="ERROR_CODE" expr="0" /> <var name="CALLCED" /> <var name="FROM_EXTVXML0" /> <var name="FROM_EXTVXML1" /> <var name="FROM_EXTVXML2" /> <var name="FROM_EXTVXML3" /> <var name="DEBUG" expr="1" /> <property name="com.cisco.media-logging-id"
IVR Treatment
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 68
VXML GW VRU PG
PG
VRU
Router
Router
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
HTTP
Run External Script Result
IVR Treatment - конфигурация
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 69
VXML GW VRU PG
PG
VRU
Router
Router
ICM
IVR
SIP
CVP
Call server
VXML server
Tomcat
Media server
Tomcat
HTTP
Run External Script Result
Нет конфигурации Media Server VXML Script IIS [default]
Script Set Variables
Нет конфигурации
Подробно Agent Leg
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Agent Leg
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CUCM
VRU PG
PG
VRU
Agent
B A
Finesse
AGENT PG
OPC
PIM
JGW
CTISV
R
CVP
IVR
SIP
ICM
Router
Router
VXML GW
Connect
Pre Call IND
Reserved
Agent Leg
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16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) DeviceTargetPreCall_V12: CID=(149957,211), PerID=5000, SGSTID=5041, AGSTID=5573 NetworkCallFlags=1, InvokeID=236304, GREET=. 16:52:10:592 ra-rtr Trace: DN=RouterDialedNumber, ANI=CallingNumber, CED=, CustDBProvidedDigits=, RouteID=5009, NetworkTargetID=5053. 16:52:10:592 ra-rtr Trace: RCKSeqNum=1, DelayQTime=15, DelayRouterTime=128, SGDelayQTime=15. 16:52:10:592 ra-rtr Trace: CallGUID=C3E70A78148611E78FA28C9DBD28C359, CustomerID=1. 16:52:10:592 ra-rtr Trace: LocationParamPKID=, LocationParamName=, SIPHeader=. 16:52:10:592 ra-rtr Trace: NIC_CalledPartyNumber=RouterDialedNumber. 16:52:10:592 ra-rtr Trace: PV1= PV2= PV3= PV4=C3E70A78148611E78FA28C9DBD28C359 PV5= 16:52:10:592 ra-rtr Trace: PV6= PV7= PV8= PV9= PV10=. 16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) Connect: CID=(149957,211), EventSelect=104, ServiceType=1, RCID=5011, Label(s)=2330.
16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) Delivering queued CID=(149957,211) to Test01.. 16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) Canceling queuing for CID=(149957,211). 16:52:10:592 ra-rtr Trace: (29351 29352 19 : 0 0) Unqueuing Call CID=(149957,211) for SkillGroup Test01, pos=1.
Agent Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 73
CUCM
VRU PG
PG
VRU
Agent
B A
Finesse
AGENT PG
OPC
PIM
JGW
CTISV
R
CVP
IVR
SIP
ICM
Router
Router
VXML GW
Connect
Pre Call IND
Reserve
Agent Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 74
Mar 30 2017 16:52:10:592 +0300: %CVP_10_5_ICM-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} CALLGUID = C3E70A78148611E78FA28C9DBD28C359, DLGID = 29351 [SIP_LEG] - Processing ,, [ICM_CONNECT], dialogueId= 29351, sendSeqNo=2, labelType=NORMAL, label=2330, transferHint=1, CallContext:, CallVariable2: ar, CallVariable4: C3E70A78148611E78FA28C9DBD28C359, CallVariable5:, CallVariable9:, CallVariable10:, user.microapp.isPostCallSurvey: Y, user.microapp.UseVXMLParams: N, user.microapp.error_code: 0, user.cvp_server_info: X.X.X.X, user.microapp.app_media_lib: BAJ/Sales/ar, user.microapp.media_server: https://media, user.microapp.ToExtVXML[1]: ATMCARD=, user.microapp.ToExtVXML[0]: application=TestVXML, user.microapp.FromExtVXML[2]:, user.microapp.FromExtVXML[0]:
Mar 30 2017 16:52:10:592 +0300: %CVP_10_5_IVR-7-CALL: {Thrd=pool-1-thread-192-IVR-55806} CancelRunScriptTask:generateResponse: CALLGUID= C3E70A78148611E78FA28C9DBD28C359 Cancel RunScript requested on requestId: 10
Agent Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 75
CUCM
VRU PG
PG
VRU
Agent
B A
Finesse
AGENT PG
OPC
PIM
JGW
CTISV
R
CVP
IVR
SIP
ICM
Router
Router
VXML GW
Connect
Pre Call IND
Reserve
Agent Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 76
Mar 30 2017 16:52:10:592 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} Static route matched 2330 to StaticRoute: patterns like 2> will route to IPAddressCUCM Mar 30 2017 16:52:10:592 +0300: %CVP_10_5_SIP-7-CALL: {Thrd=pool-1-thread-171-SIP-169551} Using Local Static Route for sip:2330@IPAddressCUCM
Agent Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 77
CUCM
VRU PG
PG
VRU
Agent
B A
Finesse
AGENT PG
OPC
PIM
JGW
CTISV
R
CVP
IVR
SIP
ICM
Router
Router
VXML GW
Connect
Pre Call IND
Reserve
Agent Leg
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 78
CUCM
VRU PG
PG
VRU
Agent
B A
Finesse
AGENT PG
OPC
PIM
JGW
CTISV
R
CVP
IVR
SIP
ICM
Router
Router
VXML GW
Connect
Pre Call IND
Reserve
Agent Leg - конфигурация
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 79
CUCM
VRU PG
PG
VRU
Agent
B A
Finesse
AGENT PG
OPC
PIM
JGW
CTISV
R
CVP
IVR
SIP
ICM
Router
Router
VXML GW
Connect
Pre Call IND
Reserve
Dial-peer для RingBack RingBack service
Route to Ringback Route to Agent
SIP trunk to CVP Agent DN
CSS/Partition
SG Agent Script Label
Изоляция проблемы
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 080
Стадия вызова на которой возникает проблема
- Вызов с самого начала не устанавливается
проводим диагностику – Switch Leg
- Вызов не доходит до VXML шлюза
проводим диагностику – VRU Leg
- Не проигрываются подсказки, не работает VXML скрипт
проводим диагностику – IVR Treatment
- Вызов переводится на оператора, но оператор не может принять вызов
проводим диагностику – Agent Leg
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Инструменты
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Логи UCCE - Router
Включить логгирование необходимых событий - на сервере RouterA в командной строке:
Start -> run -> rtrtrace
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 83
Получить файл с логами:
dumplog <process name> /hr 1 /ms /of <output file name>.txt
Логи CVP Call Server-а конфигурируются по адресу:
http://<Ip Address of CallServer>:8000/cvp/diag
Необходимо для подсистем ICM, IVR и SIP нажать линк DEBUG/41 чтобы установить уровень дебага и после этого сохранить нажав кнопку Set
Для включения логгирования SIP сообщений необходимо для подсистемы com.dynamicsoft.DsLibs.DsUALibs нажать линк Debug и сохранить нажав кнопку Set Логи сохранаются в директорию
C:\Cisco\CVP\logs\
Логи CVP
Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 84
Логи Ingress Gateway
#conf t service timestamps debug datetime msec service timestamps log datetime msec service sequence-numbers no logging console no logging monitor logging buffered 5000000 7 end clear logging debug isdn q931 debug ccsip mess Then after you make the call and simulate the issue, stop the debugging: #undebug all And collect the output as below: term len 0 show ver show run show log
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Логи VXML шлюза
debug voip ccapi inout debug ccsip mess debug http client all debug voip application vxml all debug vtsp all debug voip ivr all
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Cisco Connect 2017 © 2017 Cisco and/or its affiliates. All rights reserved. 087
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