Power GVP

[Kubig]

Hi all,
i tried to test Power GVP in VoIP solutions. All objects I have already created,but I do not know how to create Trunk Group DN which is necessary to allow dialing calls from CL. Unfortunately,I do not know which options I have to set. Can anybody help me with this part?
I tried to set many combinations of options,but all ended with EventError(Invalid DN,DN do not known,etc.)

Many thanks for help

[Kubig]

Update :
I create Trunk Group DN,but if OCS send RequestMakePredictiveCall,SIP Server returns EventError with description "Internal Error". All rows in CL are updated to "Dial Error" call result :-(

[Kubig]

No one knows?

[René]

Hi Kubig,

Can you post here SIP Server debug log showing the RequestMakePredictiveCall and the error?

R.

[Kubig]

Here is a fragment of SIP server debug log covering the issue:

2012-08-06T14:32:52.545 Trc 04541 RequestMakePredictiveCall received from [560] (00000014 ocs_ocsserver 192.168.152.128:53653)
message RequestMakePredictiveCall
AttributeThisDN 'SipServerDefaultPartition'
AttributeOtherDN '06500'
AttributeTimeout 120
AttributeUserData [678] 00 18 01 00..
'GSW_TZ_OFFSET' -14400
'GSW_PHONE' '06500'
'GSW_CALLING_LIST' 'cl_lab'
'GSW_CAMPAIGN_NAME' 'LabCampaign'
'InteractionType' 'Outbound'
'InteractionSubtype' 'OutboundNew'
'GSW_RECORD_HANDLE' 390
'GSW_APPLICATION_ID' 137
'GSW_CAMPAIGN_GROUP_DBID' 101
'GSW_CALLING_LIST_DBID' 101
'GSW_SWITCH_DBID' 101
'GSW_CAMPAIGN_GROUP_NAME' 'LabCampaign@vg_Outbound'
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CHAIN_ID' 5
'GSW_ATTEMPTS' 0
'GSW_AGENT_ID' ''
'GSW_CALL_RESULT' 28
'GSW_TZ_NAME' 'EST'
'GSW_CALL_ATTEMPT_GUID' 'TKJ6UN9SG938R97TLDFC7MBMB40000C6'
'GSW_CONTACT_MEDIA_TYPE' 'voice'
'GSW_QUEUE_NAME' '5501'
'GSW_CALL_TYPE' 'REGULAR'
'GSW_QUEUE_DBID' 116
'GSW_SESSION_DBID' 101
AttributeExtensions [1255] 00 1e 00 00..
'call_answer_type_recognition' 'no_am_detection'
'cpd-record' 'off'
'cpd-on-connect' 'on'
'call_timeguard_timeout' 0
'ivr-profile-id' 112
'GSW_TZ_OFFSET' -14400
'GSW_PHONE' '06500'
'GSW_CALLING_LIST' 'cl_lab'
'GSW_CAMPAIGN_NAME' 'LabCampaign'
'InteractionType' 'Outbound'
'InteractionSubtype' 'OutboundNew'
'GSW_RECORD_HANDLE' 390
'GSW_APPLICATION_ID' 137
'GSW_CAMPAIGN_GROUP_DBID' 101
'GSW_CALLING_LIST_DBID' 101
'GSW_SWITCH_DBID' 101
'GSW_CAMPAIGN_GROUP_NAME' 'LabCampaign@vg_Outbound'
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CHAIN_ID' 5
'GSW_ATTEMPTS' 0
'GSW_AGENT_ID' ''
'GSW_CALL_RESULT' 28
'GSW_TZ_NAME' 'EST'
'GSW_CALL_ATTEMPT_GUID' 'TKJ6UN9SG938R97TLDFC7MBMB40000C6'
'GSW_CONTACT_MEDIA_TYPE' 'voice'
'GSW_QUEUE_NAME' '5501'
'GSW_CALL_TYPE' 'REGULAR'
'GSW_QUEUE_DBID' 116
'GSW_SESSION_DBID' 101
'SIP_HEADERS' 'GSW_TZ_OFFSET,GSW_PHONE,GSW_CALLING_LIST,GSW_CAMPAIGN_NAME,InteractionType,InteractionSubtype,GSW_RECORD_HANDLE,GSW_APPLICATION_ID,GSW_CAMPAIGN_GROUP_DBID,GSW_CALLING_LIST_DBID,GSW_SWITCH_DBID,GSW_CAMPAIGN_GROUP_NAME,GSW_CAMPAIGN_GROUP_DESCRIPTION,GSW_CHAIN_ID,GSW_ATTEMPTS,GSW_AGENT_ID,GSW_CALL_RESULT,GSW_TZ_NAME,GSW_CALL_ATTEMPT_GUID,GSW_CONTACT_MEDIA_TYPE,GSW_QUEUE_NAME,GSW_CALL_TYPE,GSW_QUEUE_DBID,GSW_SESSION_DBID'
AttributeReferenceID 396
2012-08-06T14:32:52.545 Int 04543 Interaction message "RequestMakePredictiveCall" received from 560 ("ocs_ocsserver")
2012-08-06T14:32:52.545  -- created: CRequest@34b03d8 RequestMakePredictiveCall-ocs_ocsserver[560]/396
14:32:52.545: $+TLIB:CTI:Unknown:0:218625
2012-08-06T14:32:52.545 +++ CIFace::Request +++
  -- new invoke
  Parsed: RequestMakePredictiveCall
  From: ocs_ocsserver[560]/396
  Numbers: +<SipServerDefaultPartition> -<06500>
  Status: parsed:1 queued:0 sent:0 acked:0 preevent:0 event:0 context:0 transferred:0
  -----
  -- validate
  -- state check: ok
  CIFace: Sent CRequest@34b03d8 RequestMakePredictiveCall-ocs_ocsserver[560]/396
  FinishRequest CRequest@34b03d8 RequestMakePredictiveCall-ocs_ocsserver[560]/396
  IFace stats: q=0 s=0
  -- complete
14:32:52.545: Number:[06500] is not internal, looking for service
14:32:52.545: Selected for Dn 06500(geo-loc[]:partitionId[SipServerDefaultPartition]:cpdCapability[CPD_REQUIRED]): Service Asterisk (geo-loc[], priority[0], capacity 0 (0% of -2))
14:32:52.545: Dialed number was 06500, will replace prefix '0' with ''
14:32:52.545: Create regular call
@14:32:52.5450 {tscp.call {constructed} {uuid A3OA74OIJT3G3F3QF38J2NUS0S0000SC} {connection-id 007002119257f12d} {call-id 301}}
  -- created call_info_tspp 007002119257f12d@45494c0
@14:32:52.5450 Call [007002119257f12d]: urid 00010070
  -- created aTmCall 44f3228/45494c0
  -- TmCallThread created: 454e018
  SetANI for 44f3228:1: SipServerDefaultPartition
  SetDNIS for 44f3228:1: 06500
14:32:52.545 SIPCONN(SipServerDefaultPartition): set monitor 045194e0, 0454961c
14:32:52.545: SIPCALL(301): add party 'SipServerDefaultPartition'
  -- created party_info_tspp 453b4d0
  -- created aTmParty 4549770
  SetRole: Origination for SipServerDefaultPartition.4549770-44f3228:1
  -- AddParty to 44f3228: SipServerDefaultPartition.4549770-44f3228:1
  -- new TSCP call leg 1
  -- call leg created leg_id=1
  CreateParty new internal: SipServerDefaultPartition.4549770-44f3228:1
14:32:52.545: Call 301 dn SipServerDefaultPartition SetPartyId 601
14:32:52.545 SIPCONN(06500): set monitor 04519848, 045498cc
14:32:52.545: SIPCALL(301): add party '06500'
  -- created party_info_tspp 453b568
  -- created aTmParty 4549a20
  SetRole: Destination for 06500.4549a20-44f3228:1
  -- AddParty to 44f3228: 06500.4549a20-44f3228:1
  -- new TSCP call leg 2
  -- call leg created leg_id=2
  CreateParty new external: 06500.4549a20-44f3228:1
14:32:52.545: Call 301 dn 06500 SetPartyId 602
  +++ CIFace::Event +++
    +++ Pre-event +++
      Type EventOriginated
      Devices: <SipServerDefaultPartition/SipServerDefaultPartition> <-/06500> <-/->
      Calls: 301/007002119257f12d/301.44f3228/c:0/r:0 0/none
      Parties: DSipServerDefaultPartition/SipServerDefaultPartition.4549770-44f3228:1/l:1/r:0/Null,Origination
      X06500/06500.4549a20-44f3228:1/l:2/r:0/Null,Destination
      none
      Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
    --- Pre-event ---
    +++ Dialing +++
      SetContext: for party SipServerDefaultPartition.4549770-44f3228:1
14:32:52.545: internal call originator not found
14:32:52.545: SIPS-IID:9DP160O98H12F16C0TV8LKEQRG00009D:007002119257f12d:9DP160O98H12F16C0TV8LKEQRG00009D:TLIBEVT
      +++ CIFace::Event +++
        +++ Pre-event +++
          Type EventInitiated
          Devices: <SipServerDefaultPartition/SipServerDefaultPartition> <-/06500> <-/->
          Calls: 301/007002119257f12d/301.44f3228/c:0/r:0 0/none
          Parties: DSipServerDefaultPartition/SipServerDefaultPartition.4549770-44f3228:1/l:1/r:0/Null,Origination
          X06500/06500.4549a20-44f3228:1/l:2/r:0/Null,Destination
          none
          Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
        --- Pre-event ---
        +++ NewCall +++
          -- call is consultation
14:32:52.545: device off hook
          SetActive: party SipServerDefaultPartition.4549770-44f3228:1, cause Null
          SetOriginating: party SipServerDefaultPartition.4549770-44f3228:1, cause NewCall
          -- party_info SipServerDefaultPartition.453b4d0 state change: from <Null> to <Initiated>
          -- call_info::committed created
@14:32:52.5450 [ISCC] Call created:
+ c:007002119257f12d,045494c0 @ m:0000000000000000,00000000 p:0 i:0000012d nw:0000000000000000 t:3
@14:32:52.5450 [ISCC] Party added [ssp view]:
@ c:007002119257f12d,045494c0 @ m:0000000000000000,00000000,0000000000000000 p:2 i:0000012d nw:00000000:0000000000000000 t:3
+ p:0453b4d0 @ c:007002119257f12d,045494c0 r:1 t:0 s:1 n:SipServerDefaultPartition
  p:0453b568 @ c:007002119257f12d,045494c0 r:2 t:1 s:0 n:06500
@14:32:52.5450 [ISCC] Party added:
@ c:007002119257f12d,045494c0 @ m:0000000000000000,00000000 p:1 i:0000012d nw:0000000000000000 t:3
+ p:0000000000000000,0453b4d0 @ c:007002119257f12d,045494c0 r:1 ----- n:SipServerDefaultPartition:
        --- NewCall ---
        +++ Post-event +++
          Type EventInitiated
          Devices: <SipServerDefaultPartition/SipServerDefaultPartition> <-/06500> <-/->
          Calls: 301/007002119257f12d/301.44f3228/c:1/r:0 0/007002119257f12d/301.44f3228/c:1/r:0
          Parties: DSipServerDefaultPartition/SipServerDefaultPartition.4549770-44f3228:1/l:1/r:0/Originating,Origination
          X06500/06500.4549a20-44f3228:1/l:2/r:0/Null,Destination
          none
          Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
        --- Post-event ---
      --- CIFace::Event ---
      SetDialling: party SipServerDefaultPartition.4549770-44f3228:1, cause Null
      -- party_info SipServerDefaultPartition.453b4d0 state change: from <Initiated> to <Connected,Dialing>
@14:32:52.5450 [0] 8.1.000.81 distribute_response: message EventDialing
AttributeEventSequenceNumber 00000000000020a8
AttributeTimeinuSecs 545000
AttributeTimeinSecs 1344256372 (14:32:52)
AttributeExtensions [2] 00 00..
AttributeReferenceID 396
AttributeOtherDNRole 2
AttributeOtherDN '06500'
AttributeThisDNRole 1
AttributeThisDN 'SipServerDefaultPartition'
AttributeDNIS '06500'
AttributeUserData [678] 00 18 01 00..
'GSW_TZ_OFFSET' -14400
'GSW_PHONE' '06500'
'GSW_CALLING_LIST' 'cl_lab'
'GSW_CAMPAIGN_NAME' 'LabCampaign'
'InteractionType' 'Outbound'
'InteractionSubtype' 'OutboundNew'
'GSW_RECORD_HANDLE' 390
'GSW_APPLICATION_ID' 137
'GSW_CAMPAIGN_GROUP_DBID' 101
'GSW_CALLING_LIST_DBID' 101
'GSW_SWITCH_DBID' 101
'GSW_CAMPAIGN_GROUP_NAME' 'LabCampaign@vg_Outbound'
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CHAIN_ID' 5
'GSW_ATTEMPTS' 0
'GSW_AGENT_ID' ''
'GSW_CALL_RESULT' 28
'GSW_TZ_NAME' 'EST'
'GSW_CALL_ATTEMPT_GUID' 'TKJ6UN9SG938R97TLDFC7MBMB40000C6'
'GSW_CONTACT_MEDIA_TYPE' 'voice'
'GSW_QUEUE_NAME' '5501'
'GSW_CALL_TYPE' 'REGULAR'
'GSW_QUEUE_DBID' 116
'GSW_SESSION_DBID' 101
AttributeCallUUID '9DP160O98H12F16C0TV8LKEQRG00009D'
AttributeConnID 007002119257f12d
AttributeCallID 301
AttributePropagatedCallType 3
AttributeCallType 3
AttributeCallState 0
2012-08-06T14:32:52.545 Int 04544 Interaction message "EventDialing" generated
2012-08-06T14:32:52.545 Trc 04542 EventDialing sent to [560] (00000014 ocs_ocsserver 192.168.152.128:53653)
    --- Dialing ---
    +++ Post-event +++
      Type EventOriginated
      Devices: <SipServerDefaultPartition/SipServerDefaultPartition> <-/06500> <-/->
      Calls: 301/007002119257f12d/301.44f3228/c:1/r:0 0/007002119257f12d/301.44f3228/c:1/r:0
      Parties: DSipServerDefaultPartition/SipServerDefaultPartition.4549770-44f3228:1/l:1/r:0/Dialing,Origination
      X06500/06500.4549a20-44f3228:1/l:2/r:0/Null,Destination
      none
      Flags: divert=0 hook=0 postCall=0 active=1 moveAll=1 callType=1 hideOtherPi=0 InternalOther=0
    --- Post-event ---
  --- CIFace::Event ---
14:32:52.545: failed to identify CPD provider for predictive call
14:32:52.545: ERROR: 10000000, SelectCpdScenario(*context,callingDevice,calledDevice,cpdScenario), SipCallManagerOutbound.cpp,149
14:32:52.545: ERROR: 10000000, BuildCpdScenario(*scenario,*call,*calledParty,*callingParty,*thisDevice,*otherDevice,timeout), SipCallManagerOutbound.cpp,91
  Response (52): for CRequest@34b03d8 RequestMakePredictiveCall-ocs_ocsserver[560]/396
2012-08-06T14:32:52.545 Trc 36002 Request rejected: error code 52(Internal error)
@14:32:52.5450 [0] 8.1.000.81 send_to_client: message EventError
(Internal error)
AttributeEventSequenceNumber 00000000000020a9
AttributeTimeinuSecs 545000
AttributeTimeinSecs 1344256372 (14:32:52)
AttributeExtensions [1255] 00 1e 00 00..
'call_answer_type_recognition' 'no_am_detection'
'cpd-record' 'off'
'cpd-on-connect' 'on'
'call_timeguard_timeout' 0
'ivr-profile-id' 112
'GSW_TZ_OFFSET' -14400
'GSW_PHONE' '06500'
'GSW_CALLING_LIST' 'cl_lab'
'GSW_CAMPAIGN_NAME' 'LabCampaign'
'InteractionType' 'Outbound'
'InteractionSubtype' 'OutboundNew'
'GSW_RECORD_HANDLE' 390
'GSW_APPLICATION_ID' 137
'GSW_CAMPAIGN_GROUP_DBID' 101
'GSW_CALLING_LIST_DBID' 101
'GSW_SWITCH_DBID' 101
'GSW_CAMPAIGN_GROUP_NAME' 'LabCampaign@vg_Outbound'
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CHAIN_ID' 5
'GSW_ATTEMPTS' 0
'GSW_AGENT_ID' ''
'GSW_CALL_RESULT' 28
'GSW_TZ_NAME' 'EST'
'GSW_CALL_ATTEMPT_GUID' 'TKJ6UN9SG938R97TLDFC7MBMB40000C6'
'GSW_CONTACT_MEDIA_TYPE' 'voice'
'GSW_QUEUE_NAME' '5501'
'GSW_CALL_TYPE' 'REGULAR'
'GSW_QUEUE_DBID' 116
'GSW_SESSION_DBID' 101
'SIP_HEADERS' 'GSW_TZ_OFFSET,GSW_PHONE,GSW_CALLING_LIST,GSW_CAMPAIGN_NAME,InteractionType,InteractionSubtype,GSW_RECORD_HANDLE,GSW_APPLICATION_ID,GSW_CAMPAIGN_GROUP_DBID,GSW_CALLING_LIST_DBID,GSW_SWITCH_DBID,GSW_CAMPAIGN_GROUP_NAME,GSW_CAMPAIGN_GROUP_DESCRIPTION,GSW_CHAIN_ID,GSW_ATTEMPTS,GSW_AGENT_ID,GSW_CALL_RESULT,GSW_TZ_NAME,GSW_CALL_ATTEMPT_GUID,GSW_CONTACT_MEDIA_TYPE,GSW_QUEUE_NAME,GSW_CALL_TYPE,GSW_QUEUE_DBID,GSW_SESSION_DBID'
AttributeErrorCode 52
AttributeErrorMessage 'Internal error'
AttributeReferenceID 396
AttributeUserData [678] 00 18 01 00..
'GSW_TZ_OFFSET' -14400
'GSW_PHONE' '06500'
'GSW_CALLING_LIST' 'cl_lab'
'GSW_CAMPAIGN_NAME' 'LabCampaign'
'InteractionType' 'Outbound'
'InteractionSubtype' 'OutboundNew'
'GSW_RECORD_HANDLE' 390
'GSW_APPLICATION_ID' 137
'GSW_CAMPAIGN_GROUP_DBID' 101
'GSW_CALLING_LIST_DBID' 101
'GSW_SWITCH_DBID' 101
'GSW_CAMPAIGN_GROUP_NAME' 'LabCampaign@vg_Outbound'
'GSW_CAMPAIGN_GROUP_DESCRIPTION' ''
'GSW_CHAIN_ID' 5
'GSW_ATTEMPTS' 0
'GSW_AGENT_ID' ''
'GSW_CALL_RESULT' 28
'GSW_TZ_NAME' 'EST'
'GSW_CALL_ATTEMPT_GUID' 'TKJ6UN9SG938R97TLDFC7MBMB40000C6'
'GSW_CONTACT_MEDIA_TYPE' 'voice'
'GSW_QUEUE_NAME' '5501'
'GSW_CALL_TYPE' 'REGULAR'
'GSW_QUEUE_DBID' 116
'GSW_SESSION_DBID' 101
AttributeTimeout 120
AttributeOtherDN '06500'
AttributeThisDN 'SipServerDefaultPartition'
AttributeClientID 20
2012-08-06T14:32:52.545 Int 04545 Interaction message "EventError" sent to 560 ("ocs_ocsserver")
2012-08-06T14:32:52.545 Trc 04542 EventError sent to [560] (00000014 ocs_ocsserver 192.168.152.128:53653)

I do not know what options are necessary to set up on Trunk Group DN.

[smile]

look at:

14:32:52.545: Selected for Dn 06500(geo-loc[]:partitionId[SipServerDefaultPartition]:cpdCapability[CPD_REQUIRED]): Service Asterisk (geo-loc[], priority[0], capacity 0 (0% of -2))

and then
14:32:52.545: failed to identify CPD provider for predictive call

do you have cpd configured?

[Kubig]

Yep,this is it...now OCS create outbound call correct. Thanks for your update

So I have another problem...:
After the OCS refer SIP server to make an outbound call and the call is picked up by the GVP(play VXML file),the call should be transfered to the VTD routing point,but it does not. The call has been released after ten seconds. Do you know why? Or what are the conditions for transfer to the VTD?

thx

[minuteman]

I may be wrong, but first of all, your VXML app has to properly submit "answer" call result to OCS (through HTTP protocol described in outbound docs). Also, your calling list has to have a treatment for "answer" call result with call action connect/transfer with VTD as destination DN.
In this case, OCS will transfer call to VTD.

[Kubig]

I tried to set fill CALL_RESULT field in VXML file and configure Treatment for this result.But result is still same - VXML is interpreted,but the should not be transfered to the VTD

[René]

Hi,

It isn't sufficient to fill CALL_RESULT field in your application only. You must update OCS using HTTP request sent from your application.

Please look at Genesys 8.0 Proactive Contact Solution Guide for sample VXML application.

R.

[Kubig]

I did it in VXML file,but still without success.The documentation is clearly defined, that if the call is picked up by human (that is identified in the CPA human voice) and will be switching to the VTD,which is defined on campaign object. So,in my enviroment it does not. The call is picked up by other side(customer),CPA rocognize human voice and the VXML has been played,but after this is the call released by SIP server with this fragment in log:

Predictive call : timeout expired

[René]

I assume that call is disconnected because agent answer timeout expires.

Can you upload somewhere VXML code of your application?

R.

[Kubig]

Here is a VXML code:

<?xml version="1.0"?>
<vxml xmlns="http://www.w3.org/2001/vxml"
xmlns:vg="http://www.voicegenie.com/2006/vxml21-extension"
version="2.1">
<meta name="application" content="OCS Sample Application"/>
<form>
<block>
<audio src="prompts/brand.vox" />
<audio src="prompts/welcometogenesys.vox" />
<!-- construct HTTP request URI -->
<var name="GSW_RECORD_URI"
expr="session.connection.protocol.sip.headers['gsw_record_uri']"/>
<var name="GSW_AGENT_REQ_TYPE" expr="'RecordProcessed'"/>
<var name="OCS_REQUEST_URI"
expr="GSW_RECORD_URI + '?req=' + GSW_AGENT_REQ_TYPE"/>
<!-- generate namelist for the record update -->
<var name="GSW_CALL_RESULT" expr="33"/>
<var name="GSW_TREATMENT" expr="'RecordTreatCampaign'"/>
<!-- send the request -->
<data name="ProcessRecord" method="post"
srcexpr="OCS_REQUEST_URI" enctype="application/json"
namelist="GSW_CALL_RESULT"/>
<audio src="prompts/goodbye.vox" />
<disconnect/>
</block>
<!-- error handling -->
<catch event="error.badfetch.http.400">
<log>Failed. Reason: 400 Bad Request.</log>
</catch>
<catch event="error.badfetch.http.410">
<log>Failed. Reason: 410 Gone.</log>
</catch>
<catch event="error.badfetch.http.500">
<log>Failed. Reason: 500 Internal Server Error.</log>
</catch>
<catch event="error.badfetch.http.503">
<log>Failed. Reason: 503 Service Unavailable.</log>
</catch>
<catch event="error.badfetch">
<log>Failed. Reason: Unknown. </log>
</catch>
</form>
</vxml>

I made it according to the documentation

[René]

Hi Kubig,

Have you checked in MCP and OCS logs that HTTP request is sent out by MCP and processed by OCS correctly?

R.

[Kubig]

Yes,the call result has been changed correctly. But no request to transfer to the VTD point :-(