Can't directly join GVP 7.6 with softphone

[Sophie]

Hello,

I installed and configured Genesys Voice Platform 7.6

The problem I currently face is that when I try to call my GVP with a softphone, the call seems to fail or at least the voice application is not played.

I am using X-lite 3.0 and SJphone 1.65

Actually, when I make a call from a normal phone to the PSTN number linked with my GVP, it works.
It also works behind a Genesys Framework.
Besides there are two Asterisk to join GVP and Framework.
And when I make the call with "configured_DN@asterisk_address", it is good as well.

But when I want to access my GVP directly with "configured_DN@gvp76_adress" it doesn't work: I don't hear the voice application. 
I captured the call and everything's OK with the SIP messages.


I tried to analyse the log files but I don't know exactly which ones I have to read.


For the record, there is a GVP 7.2 that was installed by someone else on another host and it works with "configured_DN@gvp72_adress"


Has anybody already had the same problem? 
Could anyone help? 

Thanks in advance, 

Sophie

[cavagnaro]

Something must be wrong in your app, did you deactivated the ASR feature? Of course only if you don't have it.
Without logs we can't help. Post at least popgateway logs, my magic ball is out of batteries.

[René]

Hi Sophie,

There could be several reasons for such behaviour but the most common one is that GVP doesn't receive correct DNIS so it doesn't know what VXML app should start. Please check PopGateway1 log - you should find there some error message.

If you need help please post following details here:
- Current deployment mode of GVP - behind / in-front
- In case of behind deployment - what switch is used
- PopGateway1 log (log level "information" or "debug")

R.

[Sophie]

Hi!

There is no ASR feature linked with the Platform yet.
And I didn't configured anything related to ASR.
Where should I deactivate the option?


The log file has more than 1,000 lines.
May I send you the log file by mail?

I noticed in the PopGateway1 log that there is an error when trying to execute the TXML page (cf line 889 of the log file).


My GVP has a behind-the-switch mode.
It works with the SIP Server configured in the Framework 7.6

In fact the components in my GVP 7.6 are:
- EMPS,
- EMS Runtime, EMS Reporting,
- IPCS



Sophie

[cavagnaro]

Under the start object, select Root Map, select properties, add com.teleraspeach.enabled = false
Save and compile, try again.

[René]

Hi Sophie,

Based on provided details I would say you're facing typical issue of "behind" deployment - GVP is unable to get DNIS as it is provided by IVR T-Server. As you are calling GVP directly IVR T-Server isn't involved thus not able to provide DNIS to GVP. Instead of calling GVP directly try to call SIP Server routing point with strategy that will place call to GVP. It should work.

About the log - you can attach log file to your post or you can post here just the line with errors.

About ASR - I don't assume it is the issue as you wrote that GVP works correctly when calling via Asterisk. It won't work at all if voice application requires ASR resource.

R.

[PavelR]

Sophie,
you've mentioned TXML executing error. I remember solving similar problem which has been caused by blank value of SIP_Server/Options/TServer/sip-address option. Maybe?

Pavel

[Sophie]

I forgot to tell that I installed Framework 7.6 with Genesys Express.
And the Voice XML applications are not generated by Genesys Studio.


[b][i]To cavagnaro:[/i][/b]
I added
<property name="com.telera.speechenabled" value="false"/>
at the beginning of the jsp file but nothing changed.

Anyway, when the ASR is "repaired" the GVP will function with it so I supposed I shouldn't disable the ASR function.


[b][i]To René:[/i][/b]
I already tested my GVP by calling a SIP Server Routing Point and it worked.

So according to what you previously said about "behind" deployment, SIP Server is the only way to access my GVP with the softphone
Well, I don't understand why it works with GVP 7.2

[b][i] To PavelR:[/i][/b]
As I installed the Framework with Genesys Express everything is on the same host, I think I don't need to give an attribute to the option "SIP_Server > Options > TServer/sip-address".
I did it anyway and the problem is still there.


[b][i]To all:[/i][/b]
Thanks for your help. 
I will also ask my internship supervisor as soon as he comes back from holidays.

[René]

Sophie,

[quote]So according to what you previously said about "behind" deployment, SIP Server is the only way to access my GVP with the softphone
Well, I don't understand why it works with GVP 7.2[/quote]

If you configured default DNIS on GVP then it should work even when dialing GVP directly. Maybe that's the reason why it worked with GVP 7.2 where default DNIS was configured while it isn't now. Check your configuration...

R>

[Sophie]

Hi!

I checked the configuration of IPCS 7.2 and the default DNIS was blank.
So I let it blank on GVP 7.6 when I installed it.
However I have just configured this parameter on IPCS 7.6 but nothing changed.

What's more I received an answer from Genesys Technical Support (we got some problems with our account lately that's why I first sent my post on this forum).

They told me that according to my log file, the issue could come from the fact that there is no ACK response from my softphone.
So they told me to check the logs of the softphone.
Apparently the problem comes from our network especially the DNS server.

Besides my internship ends next Friday and some of my colleagues who could have help me on this issue are still on holidays. 

[cavagnaro]

Oh!!!! I had similar issue! My problem was my AV / Firewall didn't allow incoming communications to my sjphone, once I disabled it, began to work...you may be facing something similar.