Table of Contents

Introduction

Prerequisites

Requirements

Components Used

Problem

Troubleshoot

Solution

Introduction

This document describes how to troubleshoot a problem related to audio recording between Cisco Customer Voice Portal (CVP) Call Studio applications and Cisco Voice XML (VXML) gateways.

Contributed by Taylan Kucuk , Cisco TAC Engineer.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- CVP Server

- CVP Call Studio

- Cisco VXML Gateways

- Cisco Unified Intelligent Contact Management (ICM), Cisco Unified Contact Center Enterprise (UCCE) Deployments

Components Used

The information in this document is based on:

- CVP Server version 9.0

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Problem

In a call studio application, like for example Courtesy Callback (CallbackEntry), the system record the name of the caller  for 32 sec where as in call studio application in the audio node property it is set as max record time as 180 sec.

Troubleshoot

Step 1. Enable VXML gateway logs.

debug vxml application all (lab environment only)

Step 2. Collect Activity logs from the applicaton, located on C:\Cisco\CVP\VXMLServer\Applications\{application}\Logs\ActivityLog\

From the activity logs you can see that the Record element sarts:

Spoiler (Highlight to read)

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:02.927,Record_01,enter,

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:02.927,Record_01,interaction,audio_group,initial_audio_group

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:02.927,Record_01,enter,10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:02.927,Record_01,interaction,audio_group,initial_audio_group

And 32 seconds later stops (256kb)

Spoiler (Highlight to read)

Spoiler (Highlight to read)

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,duration,32000

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,size,256000

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,maxtime,false

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,filename,+911244358000_20130828_015802.wav

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,filepath,C:\Temp\+911244358000_20130828_015802.wav

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,exit,done

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,duration,3200010.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,size,25600010.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,maxtime,false10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,filename,+911244358000_20130828_015802.wav10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,filepath,C:\Temp\+911244358000_20130828_015802.wav10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,exit,done

Step 2. Collect VXML gateway logs.

On the VXML GW yousee the error (mr_stop_record: mc=0x3D19748, cause=MS_STOP_MAX_MEM, STOPPING, RAM)

Spoiler (Highlight to read)

010331: Aug 28 05:58:28.805: mr_stream_save_voice: data returned from vsp: 32000

010332: Aug 28 05:58:32.805: mr_stream_save_voice: data returned from vsp: 32000

010333: Aug 28 05:58:36.801: mr_stream_save_voice: data returned from vsp: 32000

010334: Aug 28 05:58:40.801: mr_stream_save_voice: data returned from vsp: 32000

010335: Aug 28 05:58:40.825: $ mr_vsp_notify_callback: msfc evt 0x1000 cid=0x2B7679

010336: Aug 28 05:58:40.825: $ mr_vsp_notify_callback: data exceeds max, mc=0x3D19748, cid=0x2B7679

010337: Aug 28 05:58:40.825: //2848377//MSM :/mr_stop_record: mc=0x3D19748, cause=MS_STOP_MAX_MEM, STOPPING, RAM

010338: Aug 28 05:58:40.825: mr_vsp_flush_stream:  stream=0x15ED57B8, cid=0x2B7679

010339: Aug 28 05:58:40.825: mr_stream_save_voice: data returned from vsp: 160

010340: Aug 28 05:58:40.825: MAX MEM reached: delta 160 maxmem: 256000

010331: Aug 28 05:58:28.805: mr_stream_save_voice: data returned from vsp: 32000010332: Aug 28 05:58:32.805: mr_stream_save_voice: data returned from vsp: 32000010333: Aug 28 05:58:36.801: mr_stream_save_voice: data returned from vsp: 32000010334: Aug 28 05:58:40.801: mr_stream_save_voice: data returned from vsp: 32000010335: Aug 28 05:58:40.825: $ mr_vsp_notify_callback: msfc evt 0x1000 cid=0x2B7679010336: Aug 28 05:58:40.825: $ mr_vsp_notify_callback: data exceeds max, mc=0x3D19748, cid=0x2B7679010337: Aug 28 05:58:40.825: //2848377//MSM :/mr_stop_record: mc=0x3D19748, cause=MS_STOP_MAX_MEM, STOPPING, RAM010338: Aug 28 05:58:40.825: mr_vsp_flush_stream:  stream=0x15ED57B8, cid=0x2B7679010339: Aug 28 05:58:40.825: mr_stream_save_voice: data returned from vsp: 160010340: Aug 28 05:58:40.825: MAX MEM reached: delta 160 maxmem: 256000

Solution

In the VXML gateway, Increase the IVR record memory session with this command.

gw(config)#ivr record memory session? <0-256000> memory in Kbytes