Troubleshooting for CX Voice

You can troubleshoot this case on the following ends:

AgentDesk

1. Check if an agent is logged in on the AgentDesk

2. Check if CX voice MRD is ready for the agent. (Check MRD state for the Agent, should be in the Ready state)

3. Check if CX Voice is working correctly with no SIP-related errors in the AgentDesk console (F12 in the browser)

Voice Connector logs

1. Open the Voice Connector logs.

2. Check if the RECEIVED AGENT RESERVATION REQUEST is shown and the call info printed is correct.

   1. eslHost, callUid",queueType, callingNumber, priority, queue, callSipId, direction, service identifier

3. See if information in ASSIGN_RESOURCE_REQUESTED payload is correct.

   1. ServiceIdentifier must match the dialed number and the serviceIdentifier set for the CX Voice channel in Unified Admin

   2. Check if customerChannelIdentifier is the same as the calling number

   3. Check if queue info is correct (no queue name/type means default queue selected)

      1. If not, check that the correct queue is set in Media-Server cx_env file and that the correct queue is assigned to the agent in Unified Admin. (e.g. for DN 1225, env will be cx_env1225.lua)

   4. Check direction (INBOUND/DIRECT TRANSFER) and eslHost (same as IP address of  Media-Server of calling number)

4. If the RECEIVED AGENT RESERVATION REQUEST is not shown then:

   1. Check if VC IP/Port in Media-Server cx_env file is correct. (e.g. for DN 1225, env will be cx_env1225.lua)

   2. Verify that the VC port is unblocked on the VC server.

5. Check if CCM API logged is correct (CORRECT IP/PORT OR FQDN)

6. Check if CCM returns any info (Delivered 200 and CHANNEL_SESSION_STARTED MUST be returned).

   1. Check if the correct VC IP/PORT in CX Voice Channel provider and that the correct provider is set in the Channel connector.

7. If CCM returns some messages but no agent is reserved, then try switching CX Voice MRD on AgentDesk off and on.

8. If you can't switch, then hang up the call, consult with the Support team to clear the conversation from the conversation manager API, and start the call again.

9. Also, make sure that the agents currently logged in and expecting calls have the same queue assigned to them as noted in Step 2.

10. If the AGENT_RESERVED payload from CCM is giving [agentExtension] not found error then make sure to assign an Media-Server extension to that reserved agent and log in to that agent.

11. If the AGENT_RESERVED payload from CCM is giving [uuid] not found error then there is a mismatch between the EF CX version and the Voice Connector version. Consult the Support team.

12. Check if CALL TRANSFERRED is shown after AGENT_RESERVED payload and no error received from Media-Server.

13. If "rude rejection" shown with "Received message: [EslMessage" then add VC server IP and VC docker container IP to Media-Server ACL

    1. You may obtain the IP address via the command docker inspect <containerID> and reading the Gateway field.

14. If an error is shown after "Opening ESL Connection" then check if Media-Server is running, and unblock port 8021 on the Media-Server server.

15. Verify agentExtension after AGENT RESERVED matches your agent extension on Agent Desk.

    1. If it doesn't then check if another agent is logged in with the same queue.

    2. If it matches and no call is received then consult with the Support team.

1. Dial *9664 and verify that the audio can be heard.

   1. If not then try reconnecting your VPN(if remote), and reconnecting your extension, or changing your extension.

   2. If audio can be heard, move to Step 2.

   3. If audio still cannot be heard, then consult the Support team.

2. Check dialplan on Media-Server to see if the cxIvr.lua script is set.

3. If previous fixes don't work then consult the Support team

1. Check dialplan on Media-Server to see if the cxIvr.lua script is set.

2. Check Media-Server logs to see if an error is logged when the call starts.

3. Consult the Support team to verify if the IVR script is failing when the agent option is selected.

You can troubleshoot this case on the following ends:

AgentDesk

1. Check if any agent is logged in on the AgentDesk.

2. Confirm that all logged in agent have their tabs open, and did not close them during the ringing call.

3. Make sure that agents used the appropriate log-out feature instead of closing their tab.

Media Server

1. On the AgentDesk note the agent’s voice extension and open the Registrations section on the Media Server.

2. Check if the agent’s extension is listed under the User column.

   1. If it is listed twice then confirm if any other agent is not using the same extension.

   2. If not listed, then reload the agent tab and make sure that the CX Voice Connected message pops up at the top of the page.

1. Verify that the agent did not get logged out.

2. Consult with the Support to check the details.

If a call is not routed to any agent (the call ends abruptly)

1. Refer to the RONA dialplan section.

2. If the dialplan is not set properly as shown in the RONA dialplan, then add the following line at the end of the local_extension dialplan:

If a call is not routed to any agent (the queue music keeps playing and seems the customer is waiting for a long time)

1. Check if an agent is logged in on the AgentDesk

2. Check if CX voice MRD is ready for the agent.

3. Check if CX Voice is working correctly with no SIP-related errors in the AgentDesk console (F12 in the browser)

4. Check Unified Admin to see if the expected agent has the correct queue assigned.

5. Check the Voice Connector logs for any errors logged.

1. Verify that the second agent was logged in during the transfer.

2. Check the Voice Connector logs for any errors logged.

3. Open the Agent Desk config map.

   1. Note the value of the STATIC_QUEUE_TRANSFER_DN field.

   2. Verify that the value is the same in the Media-Server Queue Transfer dialplan as well as the vcApi.lua Media-Server script file

1. Note the response error code.

   1. If contact is added via the Voice connector API, then the HTTP error can be seen in the response.

   2. If the contact is added via the CCM API or the scheduler API, then open the CCM logs and check the Voice connector response codes there.

Error 406:

This error indicates that there is an ongoing call with the same contact. To resolve this:

1. Disconnect the previous call with the same contact number.

2. If the previous call has disconnected and the error persists, consult with the Support team.

Error 400:

This indicates that there is an incorrect field/missing field in the contact provided via the API. To resolve this:

1. Check the missing/incorrect field in the contact payload logged in the VC logs

2. Correct that field in the contact payload being sent.

Error 500:

This indicates an unexpected error has occurred while dialing the contact. To resolve this:

1. The error should be described in the VC logs and if it is not understandable, consult the Support team.

Error 503:

This indicates an issue with the Dialer database. To resolve this:

1. Follow the steps in the Troubleshoot database connection section.

There could be multiple reasons that the customer does not receive the call. To check this:

Open Dialer logs

1. Note the response error code.

   1. If contact is added via the Voice connector API, then the HTTP error can be seen in the response.

   2. If the contact is added via the CCM API or the scheduler API, then open the CCM logs and check the Voice connector response codes there.

Error 406:

This error indicates that there is an ongoing call with the same contact. To resolve this:

1. Disconnect the previous call with the same contact number.

2. If the previous call has been disconnected and the error persists, consult with the Support team.

Error 400:

This indicates that there is an incorrect field/missing field in the contact provided via the API. To resolve this:

1. Check the missing/incorrect field in the contact payload logged in the VC logs.

2. Correct that field in the contact payload being sent.

Error 500:

This indicates an unexpected error has occurred while dialing the contact. To resolve this:

1. The error should be described in the VC logs and if it is not understandable, consult the Support team.

Error 503:

This indicates an issue with the Dialer database. To resolve this:

1. Follow the steps in the Troubleshoot database connection section.

Check the Dialer logs:

1. If a database error is logged, then 

   1. Follow the steps in the Troubleshoot database connection section.

2. If no error is logged and no log is shown with “CAMPAIGN TYPE:” then

   1. Verify the correct database details are set in the Dialer environment variables.

   2. Verify that the MAX_CONCURRENT_CALLS field in Dialer environment variables is set to 1 or more.

   3. Verify that the CALLS_PER_SECOND field in Dialer environment variables is set to 1 or more.

3. If UNABLE TO REQUEST AGENT FROM VOICE CONNECTOR FOR CALL ID is shown, note the error code logged

   1. If 400, verify that the contact payload contains no missing/incorrect data.

   2. If 503, verify that the CX is up and that the CCM port is correct.

   3. If 500, open the VC logs to see what error occurred, and if it is not understandable, consult the Support team.

4. If an error is shown after AGENT REQUESTED FOR CALL ID then refer to the database troubleshooting section.

5. If RECEIVED RESERVED AGENT INFO FOR CALL ID is not shown within a minute of the AGENT REQUESTED FOR CALL ID message then refer to the Voice Connector logs.

6. If a DATABASE CONNECTION ERROR is shown, refer to the Troubleshoot database connection section.

7. If the error INVALID GATEWAY is shown then verify that the gateway ID being set in the contact payload is the correct one. 

8. If the error GATEWAY DOWN is shown, restart the gateway on Media-Server in the browser.

9. If an UNEXPECTED ERROR is logged after the DIALING AGENT-BASED CONTACT WITH ID, verify that Media-Server is up and consult the subsection Add IP to Media-Server ACL.

10. If AGENT-BASED CONTACT WITH ID <ID> SENT TO EFSWITCH is shown but no call is received,
    Check the contact call_result in the database. 

    1. If it is CALL REJECTED, or NO ANSWER try the call again since this is not a VC or Dialer issue, but a PSTN problem.

    2. If it is a UNALLOCATED NUMBER, please use a contact number that exists.

If there is no output in the dialer logs, then consult the Voice Connector logs:

1. Refer to steps 1-9 in the VC logs subsection of the Inbound section.

2. If DIALER INTERNAL SERVER ERROR. CODE 500 is shown

   1. Verify the correct Media-Server details are set in the Dialer environment variables.

   2. Verify that Media-Server is up and running.

   3. Consult the subsection Add IP to Media-Server ACL.

   4. Check that the Dialer container is running.

   5. Verify that the VC environment variables have the correct Dialer IP and port set.

   6. Verify that the Dialer port is open.

3. If DIALER SERVICE ERROR. CODE 503 is shown

   1. Follow the steps in the Troubleshoot database connection section.

1. Note the extension of your agent in AgentDesk.

2. Open Dialer logs.

3. Note the value of the agentExtension field logged after the RECEIVED RESERVED AGENT INFO FOR CALL ID message.

4. If the two extension values do not match, please check if any other agent has logged on to the same CX with the same queue set in Unified Admin.

You can troubleshoot this case on the following ends:

AgentDesk

1. Check if any agent is logged in on the AgentDesk.

2. Confirm that all logged in agent have their tabs open, and did not close them during the ringing call.

3. Make sure that agents used the appropriate log-out feature instead of closing their tab.

Media Server

1. On the AgentDesk note the agent’s voice extension and open the Registrations section on the Media Server.

2. Check if the agent’s extension is listed under the User column.

   1. If it is listed twice then confirm if any other agent is not using the same extension.

   2. If not listed, then reload the agent tab and make sure that the CX Voice Connected message pops up at the top of the page.