CiscoCause=CAUSE_RESOURCESNAVAIL

[mark]

Unfortunately my exprience with CCM and genesys is limited, so the above message does not mean as much to me as it should (yet)!

We have some instances where customers have disconnected while on hold to an agent, in the logs we see the above error contained within the following segment:

[code]@11:50:38.8750 (jtapi)*>> CallEv(19020)=> Type=ConnFailedEvent Cause=CAUSE_RESOURCES_NOT_AVAILABLE CiscoCause=CAUSE_RESOURCESNAVAIL Cid=100666652 MetaCode(true)=META_CALL_PROGRESS Addr=19020
@11:50:38.8750 (jtapi)*>> CallEv(19020)=> Type=CallCtlConnFailedEv Cause=CAUSE_RESOURCES_NOT_AVAILABLE CiscoCause=CAUSE_RESOURCESNAVAIL Cid=100666652 MetaCode(false)=META_CALL_PROGRESS Addr=19020
@11:50:38.8750 (jtapi)*>> CallEv(19020)=> Type=ConnDisconnectedEvent Cause=CAUSE_RESOURCES_NOT_AVAILABLE CiscoCause=CAUSE_RESOURCESNAVAIL Cid=100666652 MetaCode(true)=META_CALL_REMOVING_PARTY Addr=*cust number*
@11:50:38.8750 (jtapi)*>> CallEv(19020)=> Type=CallCtlConnDisconnectedEv Cause=CAUSE_RESOURCES_NOT_AVAILABLE CiscoCause=CAUSE_RESOURCESNAVAIL Cid=100666652 MetaCode(false)=META_CALL_REMOVING_PARTY Addr=*cust number*
@11:50:38.8750 (all)*>> Collected jtapi tevent(5:RELEASED)(*cust number* (100666652:131).
@11:50:38.8750 (all)*>> CcmCall(00c1016e81240632): CcmEventReleased(*cust number* - 131). Unique parties 2.
@11:50:38.8750 [ISCC] Debug: Party removed [ssp view]:
@ c:00c1016e81240632,262837a0 @ m:0000000000000000,00000000,0000000000000000 p:2 i:06000d1c nw:00000000:0000000000000000 t:2
- p:262a79c0 @ c:00c1016e81240632,262837a0 r:1 t:1 s:0 n: *cust number*
  p:262aaee0 @ c:00c1016e81240632,262837a0 r:2 t:0 s:e n:19020
@11:50:38.8750 [ISCC] Debug: Party removed:
@ c:00c1016e81240632,262837a0 @ m:0000000000000000,00000000 p:2 i:06000d1c nw:0000000000000000 t:2
- p:0000000000000000,262a79c0 @ c:00c1016e81240632,262837a0 r:1 ------ n:*cust number*:
  p:0000000000000000,262aaee0 @ c:00c1016e81240632,262837a0 r:2 -----h n:19020:
@11:50:38.8750 [ISCC] Debug: Party object is removed: p:0000000000000000,00000000 n:*cust number*:
@11:50:38.8750 (all)*>> Party: 0*cust number*, Role: 1
@11:50:38.8750 (all)*>> Party: 19020, Role: 2
@11:50:38.8750 (toop)*>> TParty *cust number*:00c1016e81240632 deleted.
@11:50:38.8750 (all)*>> Last release addr is *cust number*. Unique parties 1.
@11:50:39.0630 (jtapi)*>> CallEv(19020)=> Type=TermConnDroppedEv Cause=CAUSE_NORMAL CiscoCause=CAUSE_NORMALCALLCLEARING Cid=100666652 MetaCode(true)=META_CALL_ENDING Addr=19020 Term=SEP001AA193EDFD
@11:50:39.0630 (jtapi)*>> CallEv(19020)=> Type=CallCtlTermConnDroppedEv Cause=CAUSE_NORMAL CiscoCause=CAUSE_NORMALCALLCLEARING Cid=100666652 MetaCode(false)=META_CALL_ENDING Addr=19020 Term=SEP001AA193EDFD
@11:50:39.0630 (jtapi)*>> CallEv(19020)=> Type=ConnDisconnectedEvent Cause=CAUSE_NORMAL CiscoCause=CAUSE_NORMALCALLCLEARING Cid=100666652 MetaCode(false)=META_CALL_ENDING Addr=19020
@11:50:39.0630 (jtapi)*>> CallEv(19020)=> Type=CallCtlConnDisconnectedEv Cause=CAUSE_NORMAL CiscoCause=CAUSE_NORMALCALLCLEARING Cid=100666652 MetaCode(false)=META_CALL_ENDING Addr=19020
@11:50:39.0630 (all)*>> Collected jtapi tevent(5:RELEASED)(19020:) (100666652:100).
@11:50:39.0630 (all)*>> CcmCall(00c1016e81240632): CcmEventReleased(19020 - 100). Unique parties 1.
@11:50:39.0630 (all)*>> AgentParty 19020: Released (state E, cause 100, rel 0).
@11:50:39.0630 (toop)*>> TSoftAgent(19020): Setting wrap-up.[/code]


Agent extension and login is 19020.

Also, does anyone have a list of all the jtapi tevents? there seems to be loads but I cannot find a definitive list (this will help me with log analysing!).
Is there anything else in the above segment that should be considered (ie - AgentParty 19020: Released (state E, cause 100, rel 0) - state E, cause 100??)

Any help is appreciated as always

Mark

[René]

Hi Mark,

It's possible to download "JTAPI Developer Guide for CCM" from Cisco web pages - use the search box on main page and search for "JTAPI Developer" words. It's complete JTAPI specification and it's possible to find information about the events there as well.

About the error "CAUSE_RESOURCESNAVAIL" - Could you post here TServer's log related to particular call before the error occurred? What is the source of music-on-hold - Stream Manager or Cisco MOH?

René

[mark]

Hi René,

I have downloaded the document, so will give that a good read, thanks.

RE the error log:

MOH comes from CCM rather than stream manager.

more of the log...

[code]11:50:30.766 Trc 04541 RequestHoldCall received from 24612 (0015 gdesktop_dorking_9)
message RequestHoldCall
AttributeReferenceID 4461
AttributeConnID 00c1016e81240632
AttributeThisDN '19020'
11:50:30.766 Int 04543 Interaction message "RequestHoldCall" received from 24612 ("gdesktop_dorking_9")
@11:50:30.7660 (toop)*>> Processing T-Client request(RequestHoldCall).
@11:50:30.7660 (toop)*>> Queueing request #1(id=1380717, RequestHoldCall) on '19020'.
@11:50:30.7660 (toop)*>> Sending request(id=1380717, RequestHoldCall) on '19020'.
@11:50:30.7970 (jtapi)*>> JSend>> hold for party 19020:100666652.
@11:50:30.7970 (jtapi)*>> CallEv(35761)=> Type=ConnAlertingEvent Cause=CAUSE_NORMAL CiscoCause=CAUSE_NOERROR Cid=151000521 MetaCode(true)=META_CALL_PROGRESS Addr=35761
@11:50:30.7970 (jtapi)*>> CallEv(35761)=> Type=CallCtlConnAlertingEv Cause=CAUSE_NORMAL CiscoCause=CAUSE_NOERROR Cid=151000521 MetaCode(false)=META_CALL_PROGRESS Addr=35761
@11:50:30.7970 (all)*>> Collected jtapi tevent(31:SET_ANI_DNIS)(51988:21999) (151000521:0).
@11:50:30.7970 (all)*>> Collected jtapi tevent(3:RINGING)(35761:51988) (151000521:0).
@11:50:30.7970 (all)*>> CcmCall(0086016e81219837): CcmEventRinging(35761 [51988]).
@11:50:30.7970 (jtapi)*>> CallEv(35761)=> Type=TermConnCreatedEvent Cause=Other: 0 CiscoCause=CAUSE_INVALIDIECONTENTS Cid=151000521 MetaCode(false)=META_CALL_PROGRESS Addr=35761 Term=IPCC_RP_35761
@11:50:30.7970 (jtapi)*>> CallEv(35761)=> Type=TermConnRingingEvent Cause=CAUSE_NORMAL CiscoCause=CAUSE_NOERROR Cid=151000521 MetaCode(false)=META_CALL_PROGRESS Addr=35761 Term=IPCC_RP_35761
@11:50:30.7970 (jtapi)*>> CallEv(35761)=> Type=CallCtlTermConnRingingEv Cause=CAUSE_NORMAL CiscoCause=CAUSE_NOERROR Cid=151000521 MetaCode(false)=META_CALL_PROGRESS Addr=35761 Term=IPCC_RP_35761
@11:50:30.8280 (jtapi)*>> JSend>> answer for party 35761:151000521.
@11:50:30.8280 (jtapi)*>>        answering on terminal IPCC_RP_35761
@11:50:30.8280 (jtapi)*>> terminal event(19020@SEP001AA193EDFD): com.cisco.jtapi.CiscoRTPInputStoppedEvImpl
@11:50:30.8280 (all)*>> Collected jtapi tevent(35:RTP_STOPPED)(19020:) (100666652:909587763).
@11:50:30.8280 (all)*>> CcmCall(00c1016e81240632): CcmEventRtpStopped for 19020.
@11:50:30.8280 [0] 7.2.005.08 send_to_client: message EventUserEvent
AttributeEventSequenceNumber 00000000000780e3
AttributeTimeinuSecs 828000
AttributeTimeinSecs 1173786630 (11:50:30)
AttributeExtensions [18] 00 01 00 00..
'OPER' 'Stopped'
AttributeThisDNRole 2
AttributeThisDN '19020'
AttributeNetworkPartyRole 2
AttributeNetworkDestDN 'CCM::35760'
AttributeCustomerID 'Resources'
AttributeLastTransferOrigDN '112'
AttributeLastTransferConnID 0074016e8015aca3
AttributeLastTransferHomeLocation 'ivr_tserver_exeter_p@GVP_EXETER'
AttributeFirstTransferOrigDN '35956'
AttributeFirstTransferConnID 0074016e8015aca3
AttributeFirstTransferHomeLocation 'med_tserver_p@CCM'
AttributeANI '****'
AttributeDNIS '44906'
AttributeUserData [1168] 00 29 00 00..
'URS_SERVICE_TYPE' 'NGP_Helpdesk'
'URS_PROMPT_WELCOME' '235.vox'
'URS_PROMPT_PROMO' '0'
'URS_SERVICE_STATUS' '1'
'URS_RP_1' '0'
'URS_RP_11' '0'
'URS_RP_12' '0'
'URS_RP_13' '0'
'URS_RP_2' '0'
'URS_RP_21' '0'
'URS_RP_22' '0'
'URS_RP_23' '0'
'URS_RP_DEFAULT' '35760'
'URS_SERVICE_CLIENT' 'NGP_GeneralMembers'
'URS_SKILL_TARGET' 'NGP'
'URS_PROMPT_0' '0'
'URS_PROMPT_1' '0'
'URS_PROMPT_2' '0'
'URS_PROMPT_DEFAULT' '0'
'URS_CALL_PRIORITY' '1'
'URS_RP_1T' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'GVP_CUSTOMER_CHOICE' '0'
'IP_PHONE_DISPLAY'(list) 'TITLE' 'NGP_GeneralMembers'
'CQCCallType' 'NGP_Helpdesk'
'RTargetRuleSelected' ''
'RTargetTypeSelected' '2'
'RTargetObjectSelected' '?:Dorking= 1 |Exeter = 1 & NGP = 5 & Voice = 1'
'RTargetAgentSelected' 'DOR_025945'
'RTargetPlaceSelected' '19020'
'RTenant' 'Resources'
'RStrategyName' 'strNGP_Helpdesk_Agent_v4'
'RTargetUsed'(list) 'TargetType' '2'
                    'TargetName' '?:Dorking= 1 |Exeter = 1 & NGP = 5 & Voice = 1'
'RRequestedSkillCombination' ''
'RTargetRequested' '?:Dorking= 1 |Exeter = 1 & NGP = 9 & Voice = 1'
'PegTD' 2
'PegDOW' 2
'PegAG?:Dorking= 1 |Exeter = 1 & NGP = 5 & Voice = 1' 1
AttributeCallUUID '314825A0-37B0-4546-BD7C-290C152BDDBD'
AttributeConnID 00c1016e81240632
AttributeCallID 100666652
AttributeCallType 2
11:50:30.828 Int 04545 Interaction message "EventUserEvent" sent to 27468 ("InfoLink")
11:50:30.828 Trc 04542 EventUserEvent sent to 27468 (0024 InfoLink)
@11:50:30.8280 (jtapi)*>> terminal event(19020@SEP001AA193EDFD): com.cisco.jtapi.CiscoRTPOutputStoppedEvImpl
@11:50:30.8280 (jtapi)*>> CallEv(19020)=> Type=CallCtlTermConnHeldEv Cause=CAUSE_NORMAL CiscoCause=CAUSE_NOERROR Cid=100666652 MetaCode(true)=META_CALL_PROGRESS Addr=19020 Term=SEP001AA193EDFD
@11:50:30.8280 (all)*>> Collected jtapi tevent(18:HELD)(19020:) (100666652:64).
@11:50:30.8280 (all)*>> CcmCall(00c1016e81240632): CcmEventHeld(19020).
@11:50:30.8280 [0] 7.2.005.08 distribute_response: message EventHeld
AttributeEventSequenceNumber 00000000000780e4
AttributeTimeinuSecs 828000
AttributeTimeinSecs 1173786630 (11:50:30)
AttributeReferenceID 4461
AttributeOtherDN '****'
AttributeOtherDNRole 1
AttributeThisDNRole 2
AttributeThisDN '19020'
AttributeNetworkPartyRole 2
AttributeNetworkDestDN 'CCM::35760'
AttributeCustomerID 'Resources'
AttributeLastTransferOrigDN '112'
AttributeLastTransferConnID 0074016e8015aca3
AttributeLastTransferHomeLocation 'ivr_tserver_exeter_p@GVP_EXETER'
AttributeFirstTransferOrigDN '35956'
AttributeFirstTransferConnID 0074016e8015aca3
AttributeFirstTransferHomeLocation 'med_tserver_p@CCM'
AttributeANI '****'
AttributeDNIS '44906'
AttributeUserData [1168] 00 29 00 00..
'URS_SERVICE_TYPE' 'NGP_Helpdesk'
'URS_PROMPT_WELCOME' '235.vox'
'URS_PROMPT_PROMO' '0'
'URS_SERVICE_STATUS' '1'
'URS_RP_1' '0'
'URS_RP_11' '0'
'URS_RP_12' '0'
'URS_RP_13' '0'
'URS_RP_2' '0'
'URS_RP_21' '0'
'URS_RP_22' '0'
'URS_RP_23' '0'
'URS_RP_DEFAULT' '35760'
'URS_SERVICE_CLIENT' 'NGP_GeneralMembers'
'URS_SKILL_TARGET' 'NGP'
'URS_PROMPT_0' '0'
'URS_PROMPT_1' '0'
'URS_PROMPT_2' '0'
'URS_PROMPT_DEFAULT' '0'
'URS_CALL_PRIORITY' '1'
'URS_RP_1T' ''
'RRequestedSkills'(list)
'CustomerSegment' 'default'
'ServiceType' 'default'
'ServiceObjective' ''
'GVP_CUSTOMER_CHOICE' '0'
'IP_PHONE_DISPLAY'(list) 'TITLE' 'NGP_GeneralMembers'
'CQCCallType' 'NGP_Helpdesk'
'RTargetRuleSelected' ''
'RTargetTypeSelected' '2'
'RTargetObjectSelected' '?:Dorking= 1 |Exeter = 1 & NGP = 5 & Voice = 1'
'RTargetAgentSelected' 'DOR_025945'
'RTargetPlaceSelected' '19020'
'RTenant' 'Resources'
'RStrategyName' 'strNGP_Helpdesk_Agent_v4'
'RTargetUsed'(list) 'TargetType' '2'
                    'TargetName' '?:Dorking= 1 |Exeter = 1 & NGP = 5 & Voice = 1'
'RRequestedSkillCombination' ''
'RTargetRequested' '?:Dorking= 1 |Exeter = 1 & NGP = 9 & Voice = 1'
'PegTD' 2
'PegDOW' 2
'PegAG?:Dorking= 1 |Exeter = 1 & NGP = 5 & Voice = 1' 1
AttributeCallUUID '314825A0-37B0-4546-BD7C-290C152BDDBD'
AttributeConnID 00c1016e81240632
AttributeCallID 100666652
AttributeCallType 2
@11:50:30.8280 [ISCC] Debug: Translate: '*cust number*' -> ''; result 1 ()
11:50:30.828 Int 04544 Interaction message "EventHeld" generated
11:50:30.828 Trc 04542 EventHeld sent to 24612 (0015 gdesktop_dorking_9)
11:50:30.828 Trc 04542 EventHeld sent to 10188 (0026 reph_statserver_p)
11:50:30.828 Trc 04542 EventHeld sent to 10092 (0025 repr_statserver_dorking_p)
11:50:30.828 Trc 04542 EventHeld sent to 27468 (0024 InfoLink)
11:50:30.828 Trc 04542 EventHeld sent to 10044 (000e wfm_statserver_p)
11:50:30.828 Trc 04542 EventHeld sent to 10056 (000d repr_statserver_exeter_p)
11:50:30.828 Trc 04542 EventHeld sent to 7400 (000b rut_statsrv_p)
11:50:30.828 Trc 04542 EventHeld sent to 9616 (000a reph_statserver_b)
11:50:30.828 Trc 04542 EventHeld sent to 9756 (0009 repr_statserver_dorking_b)
11:50:30.828 Trc 04542 EventHeld sent to 10080 (000f rut_statsrv_b)
11:50:30.828 Trc 04542 EventHeld sent to 9980 (000c wfm_statserver_b)
11:50:30.828 Trc 04542 EventHeld sent to 10104 (0011 repr_statserver_exeter_b)
11:50:30.828 Trc 04542 EventHeld sent to 3932 (0004 ocs_contactsrv_b)
11:50:30.828 Trc 04542 EventHeld sent to 3940 (0005 ocs_contactsrv_p)
[/code]

the next time that the connID is mentioned is when the first section I posted starts.

HTH!

MArk

[René]

Hi Mark,

I've discussed your issue with my colleague who has experience with CCM/IPCC and our final verdict is that the issue is caused by CCM. It seems to us that there aren't sufficient MOH resources to cover the traffic or MOH isn't configured properly.

I would suggest you to ask your Cisco guys for help. Here are some hints what they should check:
- is the WAV file used as a source of music-on-hold configured to loop continuously?
- number of termination point on CCM side used for providing music-on-hold
- in case of multicast MOH distribution - sufficient capacity? are the routers configured properly?

I'm pretty sure that Cisco guys are able to monitor the resources of MOH Server so I would try to involve them in solving of this issue.

René

[mark]

Cool, MOH was a concern of ours, we have had our Cisco guy have a look and he thinks that we should have more than enough capacity during multicast.

He has turned his logging on from a Cisco perspective, so we will wait to see it in the tserver logs then cross reference the cisco log to see what appears.

I will post an update as I find out, could be a good one to have on the forum :]

Thanks
Mark

[sonalkgarg]

Hi Rene,

We are also having similar problem where we are getting error “Cause=CAUSE_RESOURCES_NOT_AVAILABLE/ CiscoCause=CAUSE_RESOURCESNAVAIL” but this is happening when stream manager trying to play music in Q. Here CCM gets timed out in 12 sec and disconnect the call. Cisco team has already looked into MOH resources configuration at the CCM and couldnt find anything. This happens at any point in time even when we don’t have load on the solution

Could you please suggest any way-out or a clue that where we should investigate the same?

Thanks
Sonal

[René]

Hi Sonal,

Please check that SM is correct configured and Cisco Gateway can send UDP (RTP) packets to SM and receive UDP packets from SM.

Can you post here logs of T-Server and SM so I can do quick check?

R.