uccx: can't complete call second script

[mr_cisco_cisco]

I’m trying a simple test here.  What I’d like to do is call the trigger for script IT-test (1019995), it plays a welcome prompt, then there is a Place Call Step to 1019990 (trigger for script Callback-test).  Another prompt is played in this second script and the call ends.  (As you can probably guess this will become a full blown callback script).

This is not what happens.  When I call the trigger for IT-test I do hear the welcome prompt, but I don’t hear the prompt in the second script.  If I call the second script directly I hear that prompt. 

There is a call control group and dialog group created just for callback (ID 3 and 1 respectively).

Here is what I see in MIVR trace:

// Call to IT-test script (associated with application IT_Main)

1767878: Nov 11 16:29:24.401 PDT %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_ROUTE_EXE-41-103-ROUTE_CALL_EV] CallImpl: Call.received() JTAPICallContact[id=101,implId=22159/2,state=STATE_RECEIVED_IDX,inbound=true,App name=IT_Main,task=null,session=null,seq num=-1,cn=1019995,dn=1019995,cgn=1011100,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1019995,route=RP[num=1019995],OrigProtocolCallRef=000000000000568F0299BC0800000000,DestProtocolCallRef=null,TP=null 

// Place Call Step for second script

1768020: Nov 11 16:29:35.398 PDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-1-TASK:0x5d21dba75_IT-test.aef] WFTracingLogImpl: Execute step of Task 25000000117 : cOutboundContact = Place Call (to "1019990") 

// Call to second script

1768059: Nov 11 16:29:35.428 PDT %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_ROUTE_EXE-41-104-ROUTE_CALL_EV] CallImpl: Call.received() JTAPICallContact[id=103,implId=22160/2,state=STATE_RECEIVED_IDX,inbound=true,App name=Callback,task=null,session=null,seq num=-1,cn=1019990,dn=1019990,cgn=#1107,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1019990,route=RP[num=1019990],OrigProtocolCallRef=00000000000056900299BC0B00000000,DestProtocolCallRef=null,TP=null 

// But I see these errors

1768072: Nov 11 16:29:35.438 PDT %MIVR-SS_TEL-3-EXCEPTION:com.cisco.jtapi.InvalidPartyExceptionImpl: Attempt to redirect to an unknown destination

1768101: Nov 11 16:29:35.454 PDT %MIVR-SS_TEL-3-CALL_CONTROL_EXCEPTION:[MIVR_SS_TEL_PORT_QEXE_#1107-106-4-OPEN_LOGICAL_CHANNEL:#1107] RequestImpl: Received exception while doing a call control operation : All Call ids=CallID:102 MediaId:22160/2,Failure type for the CallControl error=OPEN_LOGICAL_CHANNEL,Failure reason=CTIERR_ILLEGAL_HANDLE=0x8ccc0004::Handle is unknown to the system,Exception=com.cisco.jtapi.PlatformExceptionImpl: Handle is unknown to the system 

[rwalker0111]

Have you looked at using the Call Subflow step to reference another script? This could be a better option than using the call redirect. 

[mr_cisco_cisco]

I hadn't thought of that.  I'll try it and let you know the result.

[rwalker0111]

Sounds good, I use subflows to call other scripts the down fall is debug the script is no fun.

[mr_cisco_cisco]

Actually debugging is easy.  I just pull an MIVR trace to see what happened in the script.

One confusion I have.  For callback the call is disconnected after the caller enters the their number.  So wouldn't we need a place call step to allocate a CTI port for the call?

[rwalker0111]

I use sub flow to reference a holiday script.  For call back I use this and its worked fine.

https://www.cisco.com/c/en/us/support/docs/customer-collaboration/unified-contact-center-express/200764-UCCX-Call-Back-Feature-as-seen-on-CUCM-a.html

[deepakcn · Accepted solution]

Hi,

Not sure if you fixed the issue or not but here is the analysis of the attached logs :

An outbound call is created :

1763132: Nov 11 16:12:34.400 PDT %MIVR-SS_TEL-7-UNK:[MIVR_ENG_TASKS-31-8-TASK:0x5d21dba6e_IT-test.aef] CallImpl: Call.created() JTAPICallContact[id=85,implId=22147/2,state=STATE_INITIATED_IDX,inbound=true,App name=IT_Main,task=25000000110,session=null,seq num=-1,cn=null,dn=null,cgn=null,ani=null,dnis=null,clid=null,atype=OUTBOUND,lrd=null,ocn=null,route=null,OrigProtocolCallRef=null,DestProtocolCallRef=null,TP=null

The call is received on the UCCX with the following details :

Calling number : 1105

Called number : 1019990

CTI port selected = NULL

1763171: Nov 11 16:12:34.421 PDT %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_ROUTE_EXE-41-92-ROUTE_CALL_EV] CallImpl: Call.received() JTAPICallContact[id=86,implId=22147/2,state=STATE_RECEIVED_IDX,inbound=true,App name=Callback,task=null,session=null,seq num=-1,cn=1019990,dn=1019990,cgn=#1105,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1019990,route=RP[num=1019990],OrigProtocolCallRef=00000000000056830299BBDC00000000,DestProtocolCallRef=null,TP=null

The CTI port selected to redirect the call is 1106:

1763181: Nov 11 16:12:34.423 PDT %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_ROUTE_EXE-41-92-ROUTE_CALL_EV] RequestImpl: Route Connection: [1019990:7Digit-Internal-PT:1/(P1-ctiuser_1) GCID=(2,22147)->ACTIVE]->OFFERED, CTI Port selected: TP[id=2,implId=#1106,state=IN_USE]

The call redirect fails with the error "Attempt to redirect to an unknown destination"

1763182: Nov 11 16:12:34.431 PDT %MIVR-SS_TEL-3-ROUTE_FAILED:[MIVR_SS_TEL_TPG_ROUTE_EXE-41-92-ROUTE_CALL_EV] RequestImpl: Route failed : All Call ids=JTAPICallContact[id=86,implId=22147/2,state=STATE_RECEIVED_IDX,inbound=true,App name=Callback,task=null,session=4000000077,seq num=1,cn=1019990,dn=1019990,cgn=#1105,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=1019990,route=RP[num=1019990],OrigProtocolCallRef=00000000000056830299BBDC00000000,DestProtocolCallRef=null,TP=null,List of Active Connections=[1019990:7Digit-Internal-PT:1/(P1-ctiuser_1) GCID=(2,22147)->ACTIVE]->OFFERED,Extension=#1106,Exception=com.cisco.jtapi.InvalidPartyExceptionImpl: Attempt to redirect to an unknown destination,Failure reason= call will be rejected, CTIERR_REDIRECT_CALL_UNKNOWN_DESTINATION=0x8ccc0034::Attempt to redirect to an unknown destination,Contact.Reject.reason=TRIGGER_FAIL,(SelectRouteTime,ObtainingIdleChannelTime,RedirectTime=11,1,7)

The redirect from RP 1019990 to CTI port 1106 fails. This may happen due to the following reasons  :

-  The CSS of CTI port 1105 does not have the partition of the RP 1019990.

-  CTI 1106 port is not registered with the CUCM correctly.

-  The CSS of RP 1019990 does not have the partition of the CTI port 1106 to redirect the call, hence we get the error "Attempt to redirect to an unknown destination"

Thanks and Regards,

Deepak Nair

[mr_cisco_cisco]

Thanks for responding. Yes it was a CSS of the CTI port needed the partition of the CTI port.