Courtesy Callback Configuration

[ramimakram]

Hello,

I have a problem with CVP reporting configuration. In Callback_Entry VXML application we get the _ccvServlet empty. I do not see anywhere in guides where this should be set.

Also i have tried to send "_userCourtesyCallbackEnabled" as set to 1, but it's always 0 in logs

CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,_userCourtesyCallbackEnabled=0
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,ani=201000265958
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,qname=billing
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,callid=C797E6F49C6211E7B55A30E4DBAAE680
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,queueapp=BillingQueue
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,_dnis=811111111110794
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,_ccbServlet=
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,ewt=100
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,_ani=201000265958
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,,start,parameter,_ccbServletReqTimeout=0
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.864,CVP Subdialog Start_01,enter,
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,CVP Subdialog Start_01,exit,done
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,AudioPath,enter,
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,AudioPath,exit,done
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,Enter Queue_01,enter,
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,Enter Queue_01,element,warning,Could not retrieve "_ccbServlet". Please check your configuration.
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,Enter Queue_01,exit,error
10.3.222.26.1505820673864.2.CallbackEntry,09/19/2017 15:31:13.958,PlayErrorAudio1,enter,

[bill.king1]

For the first point, why are you trying to pass it in with the name _userCourtesyCallbackEnabled? You need to use the variables as they are defined in the CVP guide, user.CourtesyCallbackEnabled.

For the servlet, do you have CVP Reporting up and running and in service? Have you done the configuration in CVP OAMP for CCB? Is the ingress and VXML gateways configured? There are a lot of prepatory steps that have to all be set before CCB can even get past the initial starting point.

[ramimakram]

Hi,

Yes I followed the guide so I set this ECC on ICM "user.CourtesyCallbackEnabled" and i tried to pass it, as i do not see it passed from ICM to CVP. I have done all the OAMP and gateways configuration as required (we used same gateway for voice and vxml)

Also when i try the below link:
http://{Reporting Server IP Address}:8000/cvp/CallbackServlet?method=Diag

I do not get any queue info as shown here in this link:
https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-customer-voice-portal/211537-Troubleshoot-CVP-Courtesy-Callback-CCB.html

I am attaching the output that i get. I believe i miss some OAMP/reporting server configuration but have no clue what the issue is

[jc12]

In OAMP

System > Courtesy Callback Configuration

 > Select reporting server in drop down 

** if there is no reporting server then I believe you either don't have one installed or configured in which case you cannot do courtesy callback.

On the call server deployment tab

> select all call servers, save and deploy.

[ramimakram]

Yes that was done first step.

Reporting server is there, and it was deployed on borh callservers, i have even restarted everything to make sure it takes effect

[bill.king1]

When you restarted them, did you confirm that everything shows in service in OAMP (CVP, VXML, and CVP Reporting Server).

You won't see the other queue information in the CVP Reporting servlet like you showed until you actually get calls in there.

First things first, you need to be getting the CourtesyCallbackEnabled=1 in the CVP logs to even have a chance at this working.

Is that happening after you made your different changes/restart?

[ramimakram]

Thanks for your reply.

No i still get it 0, check attached screenshots please

[ramimakram]

Yes everything is in service after restart and all courtesy callback configuration is saved

[jc12]

Try restarting the reporting / call server services on each machine.

[bill.king1]

Depending on how you changed/created the ECC variables, you may need to restart the Unified CVP ICM Service on the CVP PG (not the CVP Server) for it to be sent over.

Do you see anything in the CVP error log/CVP log for instance when the call goes over as far as the ECC variable.?

[jc12]

Where is your set node in your script?

I'm not sure if it matters or not, I have mine before the first send to VRU node in my script. 

Just thinking out loud.  I'm currently working on the setup as well but I didn't run into this issue...

[ramimakram]

Yes also first node, i use the simple script

[ramimakram]

Never throught about restarting PGs. Will try that at night and let you know, thanks

[ramimakram]

Yes already restarted call server and reporting server, but still same

[ramimakram]

It was gateway misconfiguration at the end, thanks all for support