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Author Topic: SIP Server unable to play music in queue or on hold  (Read 6185 times)

Offline cavagnaro

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Re: SIP Server unable to play music in queue or on hold
« Reply #15 on: February 20, 2023, 12:45:24 PM »
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Also try a reset on RM, sometimes, it doesn't catch the CfgServer DN creation for new services

Offline gerang

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Re: SIP Server unable to play music in queue or on hold
« Reply #16 on: February 20, 2023, 03:59:38 PM »
[quote author=cavagnaro link=topic=12399.msg55203#msg55203 date=1676891683]
Why are you using geo location?

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[/quote]

We use geo-location because my client has only one SIP architecture connected to 2 Avaya environement. Both of them use same VDN number when routing calls to Genesys, and we have one Trunks DN for both incoming and external calls, so for some reasons, WDE was always selecting the same trunk for external calls so with geo-location, WDE matches the right trunk now. Where should we set the geo-location on a LRG ?

[quote author=hsujdik link=topic=12399.msg55204#msg55204 date=1676896267]

(for the RONA thing, try setting 'TServer\divert-on-ringing=false' on your inbound routing-point)
[/quote]

I added it in my RP, this changes something during the ringing, I see the call now doing a reroute after the expected time, but it does not change the agent status. So the issue is in my WDE configuration maybe, because even with the "login.voice.is-auto-ready" option on agent or applicatoin level, the agent always logs in Ready status, I will look at that later.

Here is RM log :

2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 08500000 VGSIPProxyCore.cxx:284 VGSIPProxyCore::NotifyTransactionRequest processing method 1
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 CCPSIPProxyCoreProcessor.cxx:196 Request-URI parsed: msml 10.0.243.198 5160
2023-02-20T15:37:26.233 Trc 20119 INFO 00000000-00000000 1344 09400506 New call : sip:msml@10.0.243.198:5160;tenant-dbid=1;media-service=treatment
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 0940040C New call: Session-ID: | Call-ID:610FCF9B-ADE6-47BA-965A-0BD84332D41A-1433@10.0.243.198 | Request-URI:sip:msml@10.0.243.198:5160;tenant-dbid=1;media-service=treatment
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 0940040D CallSessionImpl(5A8819CD-7946-40B3-DC96-E3D36F682D45) CSPtr<00000000017D6000> DMPtr<00000000092F1F10>
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 0940040C New call session: Session-ID:5A8819CD-7946-40B3-DC96-E3D36F682D45 | Call-ID:610FCF9B-ADE6-47BA-965A-0BD84332D41A-1433@10.0.243.198
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 CCPSIPProxyCoreProcessor.cxx:1951 Cluster Information: primary=1 secondary=0
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 PolicyModule.cxx:223 5A8819CD-7946-40B3-DC96-E3D36F682D45 New Call Session Request-URI : sip:msml@10.0.243.198:5160;tenant-dbid=1;media-service=treatment
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 PolicyModule.cxx:290 5A8819CD-7946-40B3-DC96-E3D36F682D45 Handling call using call tenant Environment
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 PolicyModule.cxx:1725 getGVPTenantId returned GVPTenantID:  IncomingApp:
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 PolicyModule.cxx:948 Incoming geo-location: 'VAL'
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 PolicyModule.cxx:983 Incoming App from header is:  bIsDbid: 0
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 PolicyModule.cxx:1760 getGVPTenantProfileForMSMLService returned TenantDBID: 1 ServiceProfileName: treatment
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 PolicyDataStore.cxx:601 Returning Default Application IVR_App_Default
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 0940040D IVR Profile <IVR_App_Default> is selected under the Tenant <Environment> for the call <610FCF9B-ADE6-47BA-965A-0BD84332D41A-1433@10.0.243.198>
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 PolicyDataStore.cxx:601 Returning Default Application IVR_App_Default
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 0940040D Recording IVR profile <IVR_App_Default> is selected for the Tenant <Environment> for the call <610FCF9B-ADE6-47BA-965A-0BD84332D41A-1433@10.0.243.198>
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 0940040D CallImpl CSPtr<00000000017D6000> CPtr<00000000018FED70> DMPtr<00000000092F1F10>
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 0940040C Session-ID:5A8819CD-7946-40B3-DC96-E3D36F682D45 | Call-ID:610FCF9B-ADE6-47BA-965A-0BD84332D41A-1433@10.0.243.198 | SERVICE TYPE: treatment
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 GVPRMLocationService.cxx:117 Calling RequestResource: treatment UseSameGateway: always TenantDBID: 1
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 09400000 Applicable LRG: 1.GVP_MCPGroup_LRG.MCPGroup
2023-02-20T15:37:26.233 Std 20029 EROR 00000000-00000000 1344 09400217 5A8819CD-7946-40B3-DC96-E3D36F682D45 Cannot allocate a resource type matching service type [Service Type: treatment]
2023-02-20T15:37:26.233 Std 20126 EROR 00000000-00000000 1344 0940023F ResourceModule RequestResource failed: -10 Call Session: 5A8819CD-7946-40B3-DC96-E3D36F682D45
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 CallSessionImpl.h:2195 Pushing Call into Disconnected call list<>
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 09400901 CallImpl.h:1148 The call  is cleared CPtr<00000000018FED70> DMPtr<00000000092F1F10>
2023-02-20T15:37:26.233 Trc 20002 NOTE 00000000-00000000 1344 0940040D Cleared call session 5A8819CD-7946-40B3-DC96-E3D36F682D45 CSPtr<00000000017D6000> DMPtr<00000000092F1F10>
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 08500000 VGSIPTransportMgr.cxx:3837 VGSIPTransportMgr::ResolveDNS for 10.0.243.198:5060
2023-02-20T15:37:26.233 DBUG 00000000-00000000 1344 08500000 VGSIPTransportMgr.cxx:3954 VGSIPTransportMgr::ResolveDNS nResult 2; CallID<610FCF9B-ADE6-47BA-965A-0BD84332D41A-1433@10.0.243.198>
2023-02-20T15:37:26.233 Trc 20152 INFO 00000000-00000000 1344 09400509 RM - SIP Message sent to [10.0.243.198:5060] (518): SIP/2.0 [b]603 Decline[/b]
Via: SIP/2.0/UDP 10.0.243.198:5060;branch=z9hG4bKD4FF603F-DCD3-48E5-A76C-3128E6A303A5-213
From: "qng" <sip:anonymous@sip.probtp>;tag=4B302DFA-6A0E-4F85-9235-54CCFEEDD4D9-1450
To: <sip:msml@10.0.243.198:5060>;tag=D49789D9-82DD-42C9-BDBA-30BBD9E04F43
CSeq: 1 INVITE
Call-ID: 610FCF9B-ADE6-47BA-965A-0BD84332D41A-1433@10.0.243.198
Contact: sip:GVP@10.0.243.198:5160
Content-Length: 0
[b]Warning: 399 10.0.243.198 "No matching resources for this service type [Service Type: treatment]"[/b]
« Last Edit: March 07, 2023, 08:30:25 PM by gerang »

Offline cavagnaro

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Re: SIP Server unable to play music in queue or on hold
« Reply #17 on: February 20, 2023, 07:40:01 PM »
Yeah. Did you reset RM?

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Offline gerang

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Re: SIP Server unable to play music in queue or on hold
« Reply #18 on: February 21, 2023, 08:59:48 AM »
I cava, I stopped/restarted it. Did you mean other action by resetting RM ?

I also noticed that the SIP Server deployment guide tells to create a LRG with at least MSML service checked, and default IVR profile with service type = voicexml, but in the Media Server deployment guide, it tells to create a MSML voice profile to handle all media services. I don't get the connection between creating a MSML VOIP Service DN and then use a Voice XML service type in IVR, could anyone explain me please ? :)
« Last Edit: February 21, 2023, 11:46:35 AM by gerang »

Offline gerang

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Re: SIP Server unable to play music in queue or on hold
« Reply #19 on: February 23, 2023, 04:53:37 PM »
Hello everyone,

Please if someone has a SIP environement working with an IRD strategy that plays music or busy treatment itself, could you share me your SIP, RM, MCP and WDE options, and tell me how are your IVR profiles, also the MUSIC_DN path used in the music or target selection block ? That will be helping a lot !

Offline cavagnaro

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Re: SIP Server unable to play music in queue or on hold
« Reply #20 on: February 24, 2023, 12:23:08 PM »
It is common to work, my guess would be your geo location settings maybe.


https://docs.genesys.com/Documentation/GVP/8.1.0/Solution/Geo-LocationConfiguration

Offline gerang

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Re: SIP Server unable to play music in queue or on hold
« Reply #21 on: February 24, 2023, 01:43:59 PM »
Hello cava,

I just added the option to the LRG, it was already on agent extension, trunk. I can see the call "incoming with VAL geo location" but it still cannot find the right service. I also re-read the whole GVP user guide, SIP deployment guide et GMS deployment guide. So I created another IVR Profile within GA with random integer for some mandatory data which you can leave blank :

[b]IVR Profile "IVR_App_VXML"[/b]
[quote]
[gvp.general]
service-type=voicexml

[gvp.policy]
cti-allowed=false
msml-allowed=true
outbound-call-allowed=true
transfer-allowed=true
usage-limits=20
use-same-gateway=always

[gvp.service-parameters]
voicexml.gvp.appmodule=fixed,VXML-NG

[gvp.service-prerequisite]
initial-page-url=file:///D:/GCTI/mcp/music/PRO_MUSIC_2018.wav

[/quote]

[b]Tenant "Environment" options[/b]
[quote]
[gvp.dn-group-assignments]
DIDGroup=104

[gvp.dn-groups]
DIDGroup=1000-2000

[gvp.general]
default-application=IVR_App_VXML
service-type=voicexml
sip.sessiontimer=1800

[gvp.policy]
usage-limits=100

[iWD]
runtime-id=SYSTEM
version=9.0.0.2
[/quote]

[b]RM logs[/b]
[quote]
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 08500000 VGSIPProxyCore.cxx:284 VGSIPProxyCore::NotifyTransactionRequest processing method 1
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 CCPSIPProxyCoreProcessor.cxx:196 Request-URI parsed: msml 10.0.243.198 5160
2023-02-24T14:24:23.177 Trc 20119 INFO 00000000-00000000 428 09400506 New call : sip:msml@10.0.243.198:5160;tenant-dbid=1;media-service=treatment
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 0940040C New call: Session-ID: | Call-ID:DF761B9F-5769-4B6F-85B3-3A8D9E17E220-218@10.0.243.198 | Request-URI:sip:msml@10.0.243.198:5160;tenant-dbid=1;media-service=treatment
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 0940040D CallSessionImpl(719DBEAD-590C-4F57-3BA5-48D403663D2A) CSPtr<00000000019E7320> DMPtr<00000000094E7880>
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 0940040C New call session: Session-ID:719DBEAD-590C-4F57-3BA5-48D403663D2A | Call-ID:DF761B9F-5769-4B6F-85B3-3A8D9E17E220-218@10.0.243.198
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 CCPSIPProxyCoreProcessor.cxx:1951 Cluster Information: primary=1 secondary=0
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 PolicyModule.cxx:223 719DBEAD-590C-4F57-3BA5-48D403663D2A New Call Session Request-URI : sip:msml@10.0.243.198:5160;tenant-dbid=1;media-service=treatment
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 PolicyModule.cxx:290 719DBEAD-590C-4F57-3BA5-48D403663D2A Handling call using call tenant Environment
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 PolicyModule.cxx:1725 getGVPTenantId returned GVPTenantID:  IncomingApp:
[b]2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 PolicyModule.cxx:948 Incoming geo-location: 'VAL'
[/b]2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 PolicyModule.cxx:983 Incoming App from header is:  bIsDbid: 0
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 PolicyModule.cxx:1760 getGVPTenantProfileForMSMLService returned TenantDBID: 1 ServiceProfileName: treatment
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 PolicyDataStore.cxx:601 Returning Default Application IVR_App_VXML
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 0940040D IVR Profile <IVR_App_VXML> is selected under the Tenant <Environment> for the call <DF761B9F-5769-4B6F-85B3-3A8D9E17E220-218@10.0.243.198>
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 PolicyDataStore.cxx:601 Returning Default Application IVR_App_VXML
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 0940040D Recording IVR profile <IVR_App_VXML> is selected for the Tenant <Environment> for the call <DF761B9F-5769-4B6F-85B3-3A8D9E17E220-218@10.0.243.198>
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 0940040D CallImpl CSPtr<00000000019E7320> CPtr<00000000019F3C30> DMPtr<00000000094E7880>
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 0940040C Session-ID:719DBEAD-590C-4F57-3BA5-48D403663D2A | Call-ID:DF761B9F-5769-4B6F-85B3-3A8D9E17E220-218@10.0.243.198 | SERVICE TYPE: treatment
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 GVPRMLocationService.cxx:117 Calling RequestResource: treatment UseSameGateway: always TenantDBID: 1
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 09400000 Applicable LRG: 1.GVP_MCPGroup_LRG.MCPGroup
2023-02-24T14:24:23.177 Std 20029 EROR 00000000-00000000 428 09400217 719DBEAD-590C-4F57-3BA5-48D403663D2A Cannot allocate a resource type matching service type [Service Type: treatment]
2023-02-24T14:24:23.177 Std 20126 EROR 00000000-00000000 428 0940023F ResourceModule RequestResource failed: -10 Call Session: 719DBEAD-590C-4F57-3BA5-48D403663D2A
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 CallSessionImpl.h:2195 Pushing Call into Disconnected call list<>
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 09400901 CallImpl.h:1148 The call  is cleared CPtr<00000000019F3C30> DMPtr<00000000094E7880>
2023-02-24T14:24:23.177 Trc 20002 NOTE 00000000-00000000 428 0940040D Cleared call session 719DBEAD-590C-4F57-3BA5-48D403663D2A CSPtr<00000000019E7320> DMPtr<00000000094E7880>
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 08500000 VGSIPTransportMgr.cxx:3837 VGSIPTransportMgr::ResolveDNS for 10.0.243.198:5060
2023-02-24T14:24:23.177 DBUG 00000000-00000000 428 08500000 VGSIPTransportMgr.cxx:3954 VGSIPTransportMgr::ResolveDNS nResult 2; CallID<DF761B9F-5769-4B6F-85B3-3A8D9E17E220-218@10.0.243.198>
2023-02-24T14:24:23.177 Trc 20152 INFO 00000000-00000000 428 09400509 RM - SIP Message sent to [10.0.243.198:5060] (520): SIP/2.0 603 Decline
Via: SIP/2.0/UDP 10.0.243.198:5060;branch=z9hG4bKE7AACDB1-D049-49C4-8AD7-98204E80FE55-44
From: "Anonymous" <sip:anonymous@anonymous.invalid>;tag=DA20F679-12AA-4F70-B31C-6776F9701D3A-226
To: <sip:msml@10.0.243.198:5060>;tag=36CEAD06-67F3-44C6-5D92-06C2BD60AE96
CSeq: 1 INVITE
Call-ID: DF761B9F-5769-4B6F-85B3-3A8D9E17E220-218@10.0.243.198
[b]Contact: sip:GVP@10.0.243.198:5160
[/b]Content-Length: 0
Warning: 399 10.0.243.198 "No matching resources for this service type [Service Type: treatment]"
[/quote]

Is it normal it contacts "GVP" VOIP Service DN ?
The documents are not explicit, but should I add a "[gvp.policy].treatment-allowed=true" in my IVR Profile or the tenant ?

Thank you.

Offline Kubig

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Re: SIP Server unable to play music in queue or on hold
« Reply #22 on: February 25, 2023, 06:26:50 AM »
Did you configure appropriate LRG with certain services like msml,treatment,vxml,etc.? Is the assigned MCP set as primary/active within the LRG?
« Last Edit: February 25, 2023, 06:35:06 AM by Kubig »

Offline gerang

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Re: SIP Server unable to play music in queue or on hold
« Reply #23 on: February 27, 2023, 09:19:23 AM »
EDIT :

Hello everyone,

[quote author=Kubig link=topic=12399.msg55213#msg55213 date=1677306410]
Did you configure appropriate LRG with certain services like msml,treatment,vxml,etc.? Is the assigned MCP set as primary/active within the LRG?
[/quote]

Here is all steps in my Resource Group using GA wizard :
[b]Resource Manager Selection[/b] : my "rm" application
[b]Group Name and Type[/b] : "MCPGroup", type=MCP, Services=VoiceXML, Conference, Announcement, Media, MSML, Treatment
[b]Tenant Assignement[/b] : "Environment", I have only this tenant
[b]Group Properties[/b] : Monitoring Method=SIP OPTIONS, Load Balancing=Round Robin, Geo-Location="VAL", Max Conf Size=10, Max Conf Count=, SQ Notifification Threshold (%)=
[b]Resource Assignment[/b] : my "mcp" application, port 5070, Max Port=20, Redundancy=[b]Active[/b]

But when displayed in the GA, I can see Assigned=no. I don't know if it should be yes, and in CME, I can see my MCP application moved to the GVP_MCPGroup_LRG/MCPGroup/ folder. Here is the associated folder options :

[gvp.lrg]
error.notification.threshold=
geo-location=VAL
load-balance-scheme=round-robin
monitor-method=option
port-usage-type=[b]outbound[/b]
resource-confmaxcount=
resource-confmaxsize=10
service-types=voicexml;conference;announcement;media;msml;treatment

Is this normal to have "outbound" port usage type ?

Also I noticed that if I set Redundancy=Active, I got a blank/silence when I call my RP and the RM log says :
[b]Environment/10.0.243.198:5070/out-of-service[/b]

but if I set it to Passive (because I have only one RM, one MCP, one SIP Server), I got a default standard ringing tone when I call my RP, and RM logs says :
[b]Environment/10.0.243.198:5070/in-service[/b]


Thank you all.
« Last Edit: February 27, 2023, 05:09:21 PM by gerang »

Offline gerang

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Re: SIP Server unable to play music in queue or on hold
« Reply #24 on: March 08, 2023, 02:44:07 PM »
Hello everyone,

we manage, with a Genesys PS and Avaya expert, to find the solution for the music in queue. There were several problem, I sum up here my case :
- Avaya detects that the SIP call sent from Avaya VDN to Genesys RP remained in "Ringing" status, because no treatment was played on MCP
- in Genesys, put the MCP access right to Full Control for SYSTEM user (it was probably automatically removed when the application was placed to the LRG folder)
- add explicitly the tenant to the RM object, in Tenant section
- in a single tenant environment, with no HA on application objects, the LRG must be set with "Active" Redundancy even if "Passive" is default setting
- in MPC options, for Windows Server reason, we had to set the msml/play.basepath=file://D:\xxx\xxx with backslashes

Will look now for the music on hold issue.
« Last Edit: March 08, 2023, 02:47:01 PM by gerang »

Offline cavagnaro

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Re: SIP Server unable to play music in queue or on hold
« Reply #25 on: March 08, 2023, 03:30:11 PM »
Quite weird hehe never had to do those things.
But thanks for sharing and great that you found a solution