Courtesy Callback no announcement to record name or Mobile Number

Hi All,

we are testing Courtesy call back feature in UCCE 10.5 plateform and as per cisco CCB document we deployed 5 applications (BillingQueue,CallbackEngine,CallbackEntry,CallbackQueue,CallbackWait) from operations console machine.

Before deployment we changed Default Media path for 5 applcations and i can able to access wav files from application level and browser as well.

as per below log we can able to see CallbackEntry application is calling successfully but we cannot able to hear announcement to record name and mobile number.

for testing purpose we are sending EWT =240 sec (manuvally in ICM Script) still VXML Application still no annoucement from VXML application level.

I referred some old threads related to CCB issues. we cross verified in CallbackEntry application level  MaximumEstimatedWaitTime Default 900 seconds.--> some body suggesting in fourm this value more than 100 seconds.

please help me out if any body have idea about CCB announcement to record name and mobile number.

please find the below activity log for your reference.

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,newcall,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,ani,30966843

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,areacode,NA

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,exchange,NA

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,dnis,8892

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,uui,NA

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,iidigits,NA

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,_userCourtesyCallbackEnabled=1

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,ani=30966843

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,qname=billing

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,callid=F600C86D6B7911E58007E8654967A500

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,queueapp=BillingQueue

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,_dnis=8892

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,_ccbServlet=https://172.25.27.191:8443/cvp/CallbackServlet

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,ewt=240

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,_ani=30966843

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,,start,parameter,_ccbServletReqTimeout=10

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:50.689,CVP Subdialog Start_01,enter,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.797,CVP Subdialog Start_01,exit,done

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.797,Enter Queue_01,enter,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.797,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.797,Enter Queue_01,custom,thishost,172.25.7.180

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.859,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.859,Enter Queue_01,data,ewt,0

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.859,Enter Queue_01,exit,done

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.859,ewt in Minutes,enter,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.875,ewt in Minutes,custom,Result,5.0

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.875,ewt in Minutes,exit,done

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.875,Validate_01,enter,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.875,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.906,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.906,Validate_01,custom,probe outcome,id:172.25.14.11;loc:WAABVXML2;trunks:5

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.969,Validate_01,custom,Callback_Validate,ELEMENT_EXIT

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.969,Validate_01,data,gw,172.25.14.11

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.969,Validate_01,data,loc,WAABVXML2

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.969,Validate_01,data,capacity,5

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.969,Validate_01,data,result,refresh

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.969,Validate_01,exit,refresh

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.969,SetQueueDefaults_01,enter,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:51.969,SetQueueDefaults_01,custom,Callback_Set_Queue_Defaults,ELEMENT_ENTRY

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.062,SetQueueDefaults_01,custom,Callback_Set_Queue_Defaults,ELEMENT_EXIT

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.062,SetQueueDefaults_01,exit,done

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.062,Validate_02,enter,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.062,Validate_02,custom,Callback_Validate,ELEMENT_ENTRY

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.062,Validate_02,custom,Callback_Validate,ELEMENT_ENTRY

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.062,Validate_02,custom,probe outcome,id:172.25.14.11;loc:WAABVXML2;trunks:5

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.140,Validate_02,custom,Callback_Validate,ELEMENT_EXIT

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.140,Validate_02,data,gw,172.25.14.11

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.140,Validate_02,data,loc,WAABVXML2

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.140,Validate_02,data,capacity,5

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.140,Validate_02,data,result,none

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.140,Validate_02,exit,none

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.140,Get Status_01,enter,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.140,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,data,startCallback,false

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,data,ewt,0

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,data,qpos,0

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,data,cli,8005551212

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,data,rna,30

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,data,dn,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,data,rec,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.203,Get Status_01,exit,done

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:58:52.218,Queue1,enter,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:59:37.538,Queue1,exit,

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:59:37.538,,custom,Callback_Leave_Queue,ELEMENT_ENTRY

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:59:37.616,,custom,Callback_Leave_Queue,ELEMENT_EXIT

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:59:37.616,,end,how,hangup

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:59:37.616,,end,result,normal

172.25.7.180.1444147130689.7.CallbackEntry,10/06/2015 18:59:37.616,,end,duration,47

Regards

Juluri

Sorry I missed out one point to mention

Instead of prompting customer and number it is directly going to queue music, we are able to hear only queue music after calling CCB test script.

In the SetQueueDefaults element, the setting named MaxEstWaitTime means that you should ONLY offer a callback if the actual estimated wait time (in your case, 240) is GREATER THAN the setting named MaxEstWaitTime (900).

That's why you're not being offered a callback.

Also, in the OAMP - did you configure System > Courtesy Callback and check the checkbox to Allow all callback numbers?

You might start there.

If you are offered a callback, there's a great web browser page you can keep refreshing (every 15 seconds) to see the call in the shadow queue, and whether the callback failed. This is case sensitive.

http://ReportingServerIP:8000/cvp/CallbackServlet?method=Diag

Dear janinee

Thanks for your quick reply and its working fine.

As per you suggestion we changed actual estimated wait time in ICM Sciprt. (ICM Script MaxEstWaitTime  > CVP MaxEstWaitTime  in CallbackEntry)

Now I can able to hear announcement to record name and mobile number for call back.

You shared one link to us to monitor from web page itself and I can able to see queue list and queue parameters as well.

but I was struck in using CCB functionality in other languages as well.

I have all required wave files to support CCB Functionality but I have no idea where to change language parameter in VXML Application level in 5 CCB Applications.

Can you please help me out how we can use CCB Functionality in multi-language support.

Regards,

Juluri

Just set the Default Audio Path to your other-language directory. For

example, http://media_server/es-mx/app instead of

http://media_server/en-us/app

Hi Janinee,

I created one action element and java class as well.

I this java class based on language parameter (language value coming from icm script) changing the

audio path in doAcction(-,-) method.

now i can able to here CCB is working for other than English language.

thanks for your suggestions.

Regards

Juluri.