agent greeting - Unable to record agent greetings

manivannan.paramasivam · ‎06-16-2014

I am trying to configure the agent greeting feature in call center, and configured everything (icm configuratiion, media server, ftp server) as per cisco document.

When ever i am pressing record agent greetings it is triggering the record agent greeting script, and playing menu, submenu after that it goes to recordagentgreeting vxml application,

I am able to hear one error message "in here has been accounted and no ftp server indicated" error message and goes back to main menu.

i am getting the activity logs as follows

.10.20.40.1402931187566.34.RecordAgentGreeting,06/16/2014 18:06:34.477,CVP Subdialog Return_01,exit,

10.10.20.40.1402931187566.34.RecordAgentGreeting,06/16/2014 18:06:34.477,,end,how,app_session_complete

10.10.20.40.1402931187566.34.RecordAgentGreeting,06/16/2014 18:06:34.477,,end,result,normal

10.10.20.40.1402931187566.34.RecordAgentGreeting,06/16/2014 18:06:34.477,,end,duration,7

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,newcall,

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,ani,7101

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,areacode,NA

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,exchange,NA

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,dnis,8111129187

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,uui,NA

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,iidigits,NA

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,parameter,ftpPath=en-us/app/ag_gr

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,parameter,callid=B9D6EE800001000000028D525B140A0A

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,parameter,_dnis=8111129187

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,parameter,greetingFilename=anaguib_2

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,,start,parameter,_ani=7101

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:11.465,CVP Subdialog Start_01,enter,

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:12.495,CVP Subdialog Start_01,exit,done

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:12.495,Check Required Information,enter,

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:12.495,Check Required Information,exit,no ftp server

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:12.495,No FTP Servers Error,enter,

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:12.495,No FTP Servers Error,interaction,audio_group,initial_audio_group

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:12.510,No FTP Servers Error,exit,done

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:12.510,CVP Subdialog Return_01,enter,

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:18.376,CVP Subdialog Return_01,exit,

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:18.391,,end,how,app_session_complete

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:18.391,,end,result,normal

10.10.20.40.1402931231465.35.RecordAgentGreeting,06/16/2014 18:07:18.391,,end,duration,7

please help us.

Jameson Gagnepain · ‎06-16-2014

Are you able to FTP to your media servers? Have you successfully tested FTP sign-in through the CVP OAMP Media Server configuration?

-Jameson

manivannan.paramasivam · ‎06-17-2014

Hi all,

i have configured the media / ftp server proplery, i am able to see the ftp content through firefox ftp://ipaddress/

also i have verified in the test sign in cvp operation console. i am using anonymous (enabled) not using any user name and password

Jameson Gagnepain · ‎06-17-2014

In CVP OAMP, under Device Management -> Media Servers, make sure you have Deployed the configuration. Your logs look like you never deployed the media server config.

-Jameson

janinegraves · ‎06-17-2014

And if that doesn't work, try rebooting the combo box with the call

server, vxml server, media server.

Often a reboot after changing the Ops Console config does the trick.

Janine

manivannan.paramasivam · ‎06-18-2014

Thanks for all your input, what we found as following

we need to pass two variables to recrodagentgreeting vxml application as follow

ftpServer=<<ipaddress>>|21(portnumber)|userid(ftp)|password(ftp)

by seeing this value in vxml, application check the ftp availability and allow user record the agent greetings

and

ftpPath=en-us/app/ag_gr is required to copy the confirmed agent greeting wave file to specific path what we mention here.

Just wondering ftpServer=<<ipaddress>>|21(portnumber)|userid(ftp)|password(ftp) not able to see any where in cisco document. If anyone deployed without this variable and kindly share how it is working.

Jameson Gagnepain · ‎06-19-2014

In my setup, I only pass the ftpPath. The FTP configuration is entirely set in CVP OAMP.

Did you set the Default Media Server in CVP OAMP?

-Jameson

janinegraves · ‎06-19-2014

Also,

If you look in these files, you should see this information. If not, you

haven't configured your Media Server in OAMP correctly. Or you haven't

deployed it. Or you haven't rebooted.

1) c:\cisco\cvp\conf\mediaserver.properties:

MediaServer.default = 10.10.10.12

MediaServer.1.hostName = TTECVP

MediaServer.1.ip = x.x.x.x

MediaServer.1.port =

MediaServer.1.isFTPEnabled = true

MediaServer.1.ftpPort = 21

MediaServer.1.ftpUserName = anonymous

MediaServer.1.ftpPswd = 1fcEX9znbk5qTtrJiGB9Iw==

MediaServer.1.vip =

MediaServer.2.hostName = media

MediaServer.2.ip = x.y.y.y

MediaServer.2.port =

MediaServer.2.isFTPEnabled = false

MediaServer.2.ftpPort = 21

MediaServer.2.ftpUserName =

MediaServer.2.ftpPswd = DYjVH90ec+LMrP2L0drLhA==

MediaServer.2.vip =

janinegraves · ‎06-16-2014

It looks like you forgot to assign the ftpPath in your ICM script. This

gets passed to the VXML Server app, which complains if it's not there.

In the ICM script that calls the AgentGreeting VXML Server app, did you

assign into the ToExtVXML[1] the value "ftpPath=en-us/app/ag_gr" with

the directory where your agent greetings are stored?

Jameson Gagnepain · ‎06-16-2014

Janine, I don't think that's it... I see this line in the provided activity log:

18:07:11.465,,start,parameter,ftpPath=en-us/app/ag_gr

-Jameson

janinegraves · ‎06-16-2014

Oh, I didn't see the log. You're right.

janinegraves · ‎06-16-2014

Configure your media server in the Ops Console to include the FTP user, pwd, port (or anonymous ftp).

Once this is done, save.

Then when you call in, the VXML Server activity log should display something like:

10.10.10.12.1402969393906.4.RecordAgentGreeting,06/16/2014 18:43:13.907,,start,parameter,ftpServer=10.10.10.12|21|anonymous|anonymous

10.10.10.12.1402969393906.4.RecordAgentGreeting,06/16/2014 18:43:13.907,,start,parameter,_dnis=1011

10.10.10.12.1402969393906.4.RecordAgentGreeting,06/16/2014 18:43:13.907,,start,parameter,_ani=1021

If this still doesn't work, try rebooting the call server.