Resource Manager doesn't forward INVITE sip:record=CallUUID to NICE recorder

[abdel]

Hi,

I configured genesys with NICE recorder, however instead of sending INVITE to NICE recorder, SIP Server tries to dial the record=01PTA5NAES88D5L23B50G2LAES00000I  and it returns 404 because it doesn't find it in the dial plan, as I know, I should not create any trunk to NICE recorder.

[code]
10:55:53.226: Received HTTP post result
10:55:53.226: GetRegistration::Unable to resolve number for DN:record=01PTA5NAES88D5L23B50G2LAES00000I
10:55:53.226: DialPlan: clear flag 0x100, callId 16778235
10:55:53.226: Number:[record=01PTA5NAES88D5L23B50G2LAES00000I] is not internal, looking for service
10:55:53.226: Number:record=01PTA5NAES88D5L23B50G2LAES00000I did not find any gateway with matching prefix to send this call to
10:55:53.226: Unable to resolve number for DN:record=01PTA5NAES88D5L23B50G2LAES00000I
10:55:53.226: SIPDM: failed to get registration info for record=01PTA5NAES88D5L23B50G2LAES00000I
10:55:53.226: SIPDM: failed to get registration info for record=01PTA5NAES88D5L23B50G2LAES00000I
10:55:53.226: ExtSvc: Script parse failed, cannot find priority 102 to execute
10:55:53.226: ERROR: 10000004, GetInstruction(priority, instruction), SipExtendedServicesResult.cpp,894
10:55:53.226: ERROR: 10000004, SetNextInstruction(priority), SipExtendedServicesResult.cpp,985
10:55:53.226: Call connect failed with error WRONG_NUMBER, no DialPlan script condition - rejecting call.
10:55:53.226: Tr(363,SipTransactionResolveCallInfoByDialPlan):completed
10:55:53.226: Sc(361):step 1, Tr(363,SipTransactionResolveCallInfoByDialPlan) - completed
10:55:53.226: Sc(361):step 2, Tr(364,SipTransactionRejectCall) - begin
10:55:53.226 SIPCONN(Genesys): re-invite-called-initiated
10:55:53.226 SIPCONN(Genesys): SIPCONN(5e7f390,01PTA87AES88D5L23B50G2LAES000028) +Tr(364,SipTransactionRejectCall)
10:55:53.226: Assocaited transport returned from device [53659] [10.8.212.26:5059:2]
10:55:53.226: Sending  [0,UDP] 687 bytes to 10.8.212.26:5060 >>>>>
SIP/2.0 404 Not Found
Via: SIP/2.0/UDP 10.8.212.26:5060;branch=z9hG4bK001BBC14-7499-108A-A010-1ACA080AAA77;received=10.8.212.26
Via: SIP/2.0/TCP 10.8.212.26:5059;branch=z9hG4bK0x251f2ec08a7499abcdef09;received=10.8.212.26
Via: SIP/2.0/TCP 10.8.212.26:7090;branch=z9hG4bK0x1b13dc808a7499
From: <sip:Genesys@10.8.212.26:7090>;tag=0511F0A8-0000-C249-5AB2-410094D9DBE2
To: <sip:record=01PTA5NAES88D5L23B50G2LAES00000I@10.8.212.26:5059>;CallUUID=01PTA5NAES88D5L23B50G2LAES00000I;recordDN=10000;DN=10000;OtherDN=External_Call+33781575055;tag=006B6FE8-EA77-1086-96A2-1ACA080AAA77-86472
CSeq: 1 INVITE
Call-ID: 0511F0A8-0000-96E7-F7AF-6F05DFA5FAD0-7090@10.8.212.26
Content-Length: 0

[/code]

Why SIPServer tries to dial record=01PTA5NAES88D5L23B50G2LAES00000I
Any help is appreciated.

Here is my config.

MCP
[vrmrecorder]
sip.routeset=<sip:10.8.212.26:5059;lr>
[sip]
sip.routeset=<sip:10.8.212.26:5059;lr>
[gvp.rm]
aor=sip:10.8.212.26:5070,sip:10.8.212.26:7090
port-capacity=100
redundancy-type=active

RECORDING RESOURCE
[gvp.rm]
aor=sip:10.7.220.60:5060
port-capacity=100
redundancy-type=active

[provision]
recording-server=1

LRG group created based on this resource access point with type recordingserver


IVR profile

[gvp.service-parameters]
recordingclient.recdest=fixed,sip:10.8.212.26:5059
recordingclient.recmediactl=fixed,1
voicexml.gvp.appmodule=fixed,VXML-NG

I configured as well SIP Server and MSML service

[TServer]
contact-list=sip:10.8.212.26:5059,sip:10.8.212.27:5059
cpd-capability=mediaserver
make-call-rfc3725-flow=1
oos-check=10
oos-force=2
prefix=msml=
refer-enabled=false
ring-tone-on-make-call=false
service-type=msml
sip-hold-rfc3264=true
subscription-id=Resources
userdata-map-filter=sip-headers-encoded


SIP Server

msml-record-metadata-support=false
[TServer]
msml-record-metadata-support=false
msml-record-support=true
msml-support=true
recording-filename=
rtp-info-password=genesys

[cavagnaro]

You need to create a record= Trunk DN, look well the logs. And then this record I guess has to be sent to NICE.
Can you post also which DNs have you configured?


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[hsujdik]

can you see any other communication between SIP Server and Resource Manager? Specially, OPTIONS and SUBSCRIBE and NOTIFY messages? Are you able to restart SIP Server to attempt that (or did you already do it)?

[abdel]

[quote author=cavagnaro link=topic=11999.msg53894#msg53894 date=1619699232]
You need to create a record= Trunk DN, look well the logs. And then this record I guess has to be sent to NICE.
Can you post also which DNs have you configured?


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[/quote]

I created a trunk DN with prefix record, and the NICE recorder sends 404, but according to Genesys documentation, they don' mention to create a trunk to NICE.

Normally, Resource Manager must send directly the INVITE to NICE.

To record calls, I added record=true in TServer section for the extension I am using, so GSIP_RECORD is ON

Here are the steps for troubleshooting this case in this genesys link:
https://docs.genesys.com/Documentation/GVP/8.1.0/Solution/Troubleshooting
Follow SIP logs in SIP Server, MCP and in Resource Manager and check for the following:
Whether both DNs were properly connected to the MCP. Check if both reINVITEs sent to the phone and the gateway are okay.
Whether the MCP is sending the correct INVITE record=<value> to the correct Resource Manager after parties are connected to MCP.
Whether the Resource Manager forwards the INVITE record to the external recording system.
Whether the external system received an INVITE record= and whether it responded correctly to this INVITE.

In my case the INVITE  with record=value is sent from MCP ==> RM==> SIPServer and this later sends 404.

[Kubig]

Did you enable rm-resourcemgmt on SIP server level? In case of using option record=true the SIP should start the "recording" session by inviting RM.

[cavagnaro]

Which documentation link are you following?

[abdel]

[quote author=cavagnaro link=topic=11999.msg53899#msg53899 date=1619787198]
Which documentation link are you following?
[/quote]

I use the following link, I used as well an internal document for integrating genesys with NICE.
https://docs.genesys.com/Documentation/GVP/8.1.0/Solution/ConfigARE#t-7

[abdel]

[quote author=Kubig link=topic=11999.msg53898#msg53898 date=1619787121]
Did you enable rm-resourcemgmt on SIP server level? In case of using option record=true the SIP should start the "recording" session by inviting RM.
[/quote]

Yes, I forgot to mention it.

Here is the PrivateRequestService from NICE

2021-04-30T12:18:10.332 Trc 04541 RequestPrivateService received from [48] (00000004 NiceGenesysCTILink 10.7.220.60:64061)
message RequestPrivateService
AttributeReferenceID 7
AttributeExtensions [28] 00 01 00 00..
'RTP-PASSWORD' '123456'
AttributeThisDN '10000'
AttributePrivateMsgID 2
2021-04-30T12:18:10.332 Int 04543 Interaction message "RequestPrivateService" received from 48 ("NiceGenesysCTILink")
2021-04-30T12:18:10.332  -- created: CRequest@5199e90 RequestPrivateService-NiceGenesysCTILink[48]/7
12:18:10.332: $+TLIB:CTI:Unknown:0:0
2021-04-30T12:18:10.332 +++ CIFace::Request +++
  -- new invoke
2021-04-30T12:18:10.332 Trc 36410 Client 4(NiceGenesysCTILink): call 0000000000000000 does not exist
  Parsed: RequestPrivateService
  From: NiceGenesysCTILink[48]/7
  Numbers: +<10000> -<none>
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
  -----
  -- validate
  CIFace: Sent CRequest@5199e90 RequestPrivateService-NiceGenesysCTILink[48]/7
  FinishRequest CRequest@5199e90 RequestPrivateService-NiceGenesysCTILink[48]/7
  IFace stats: q=0 s=0
  -- complete
12:18:10.332: client 4 registered for RTP event monitoring
@12:18:10.3321 [0] 8.1.103.70 send_to_client: message EventACK
AttributeEventSequenceNumber 0000000000000061
AttributeTimeinuSecs 332114
AttributeTimeinSecs 1619777890 (12:18:10)
AttributeReferenceID 7
AttributeThisDN '10000'
2021-04-30T12:18:10.332 Trc 04542 EventACK sent to [48] (00000004 NiceGenesysCTILink 10.7.220.60:64061)
2021-04-30T12:18:10.332 --- CIFace::Request ---
2021-04-30T12:18:10.332  -- deleted: CRequest@5199e90 RequestPrivateService-NiceGenesysCTILink[48]/7
12:18:10.332: $-TLIB

Genesy say here https://docs.genesys.com/Documentation/GVP/8.1.0/Solution/Troubleshooting
If the RequestPrivateService message is submitted to start recording with any value containing an integer value instead of string value, SIP Server will fail.

But which value they talk about??

[Kubig]

In general, RequestPrivateService request is not necessary required if you are using "record" option with value "true" on Extension DN level. RequestPrivateService (with value 3013 -> StartRecording) is used for scenarios where recording is driven by the recording eco-system or to allow agents stop,start or resume recording. What is your setup? Who is driven/starts the recording?

I would recommend to check why the NICE rec is sending 404 (Not Found) in case of active recording session is started.

[abdel]

[quote author=Kubig link=topic=11999.msg53905#msg53905 date=1619922749]
In general, RequestPrivateService request is not necessary required if you are using "record" option with value "true" on Extension DN level. RequestPrivateService (with value 3013 -> StartRecording) is used for scenarios where recording is driven by the recording eco-system or to allow agents stop,start or resume recording. What is your setup? Who is driven/starts the recording?

I would recommend to check why the NICE rec is sending 404 (Not Found) in case of active recording session is started.
[/quote]

I had to remove record option from my extension, and indeed I receive RequestRecordingStart from NICE with PrivateRequestService using value 3013.
However they still sending me 404 saying that To Header is empty, and my To header is not empty, I will check with them and update.


INVITE sip:msml=01T23PKSTS895FMC3B50G2LAES00000J@10.8.212.26:5059;dn=10000;record;tenant-dbid=101;media-service=record SIP/2.0
From: "10000" <sip:10000@SIP-Genesys.vt.macif.fr>;tag=0083A928-8EB1-1092-BECC-1ACA080AAA77-3705
To: <sip:msml=01T23PKSTS895FMC3B50G2LAES00000J@10.8.212.26:5059;dn=10000;record;tenant-dbid=101;media-service=record>
Call-ID: 0083A914-8EB1-1092-BECC-1ACA080AAA77-3672@10.8.212.26
CSeq: 1 INVITE
Content-Length: 425
Content-Type: application/sdp
Via: SIP/2.0/UDP 10.8.212.26:5080;branch=z9hG4bK0083A932-8EB1-1092-BECC-1ACA080AAA77-512
Contact: <sip:10000@10.8.212.26:5080>
Allow: ACK, BYE, CANCEL, INFO, INVITE, MESSAGE, NOTIFY, OPTIONS, PRACK, REFER, UPDATE
Max-Forwards: 70
X-Genesys-CallUUID: 02613RKEM4895FMC3B50G2LAES00000V
Session-Expires: 1800;refresher=uac
Min-SE: 90
Route: <sip:SIP-Genesys.vt.macif.fr;lr>
Supported: replaces,timer

v=0
o=Genesys 1620218440 2 IN IP4 10.7.21.181
s=GSept-9.0.018.04
c=IN IP4 10.7.21.181
t=0 0
m=audio 32044 RTP/AVP 0 8 9 18 120 102 104 103 101
a=inactive
a=rtpmap:0 pcmu/8000
a=rtpmap:8 pcma/8000
a=rtpmap:9 g722/8000
a=rtpmap:18 g729/8000
a=fmtp:18 annexb=yes
a=rtpmap:120 opus/48000/2
a=rtpmap:102 iLBC/8000
a=rtpmap:104 iSAC/32000
a=rtpmap:103 iSAC/16000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15

[hsujdik]

Would you happen to have the Resource Manager and MCP logs as well?

[abdel]

Hi,

Finally, after checking with Genesys, the issue was, we use sip outbound proxy ( set to true in sip server).
Therefore, the route header is added to the invite, routing the invite to SIP proxy instead of NICE.
In MCP, I had to set userouteonrecording to false in MCP, sip section.

Option: userouteonrecording
Section: sip
Valid Values: true or false
Takes effect: immediately, on a per-session basis.

Set to true to specify that for third-party recording, MCP will use the same Resource Manager that was used for incoming requests, which increases the likelihood of reaching an active Resource Manager.
Note: This setting overrides vrmrecorder.sip.routeset.
Set to false to specify that MCP use vrmrecorder.sip.routeset if present. Otherwise, MCP will not set the Route header.

[cavagnaro]

Nice!
Thanks for sharing your solution!

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