解决呼叫和ECC变量问题

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已更新: 2024 年 4 月 16 日
文档 ID:221892

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    简介

    本文档介绍如何对外围设备网关(PG)中的通话中呼叫和扩展呼叫情景(ECC)变量进行故障排除。

    先决条件

    要求

    Cisco 建议您了解以下主题：

    • 思科统一联系中心企业版(UCCE)
    • Cisco Package Contact Center Enterprise (PCCE)
    • 思科统一通信管理器 (CUCM)

    使用的组件

    本文档中的信息基于Unified Contact Center Enterprise版本12.6(1)。

    本文档中的信息都是基于特定实验室环境中的设备编写的。本文档中使用的所有设备最初均采用原始（默认）配置。如果您的网络处于活动状态，请确保您了解所有命令的潜在影响。

    背景信息

    JTAPI网关(JGW)进程负责通过JTAPI初始化与CUCM的通信。第3个进程还使用CTI建立与代理PG的连接。Call和ECC变量未作为默认跟踪设置的一部分启用。

    概述

    移动座席呼叫自移动电话即一个移动代理呼叫自移动电话，使用ECC的呼叫不能在TCD表中进行检查，在本例中，我们使用变量4中定义的ECC参数。

    高级呼叫流程

    移动代理从CTIOS发出呼出呼叫，AgentPG通过PG Jtapi将呼叫发送到CUCM。

    CUCM向SBC发送了涉及MTP的呼叫。

    SBC呼叫座席的移动电话，座席应答移动电话并听到保留音乐。

    CUCM向CVP发送包含MTP的呼叫。

    CVP向ICM发送呼叫，ICM通过脚本执行呼叫过程，将SIP报头设置为CVP。

    CVP向CUBE和带UUI的SIP发送呼叫。

    CUBE将呼叫发送到SBC。

    SBC向您的移动电话发送呼叫，您接听电话。同时，记录器采用SIP UUI进行处理。

    CUCM进行座席呼叫，您的呼叫合并到一个临时会议中。

    呼叫断开。

    故障排除 

    1. 可以为外围网关和CTI服务器组件启用这些变量

    OPC：使用OPC测试实用程序设置命令：

    C:\>opctest /cust ins1 /node PG1A
    21:27:53 Trace: EMT Creating Mutex Global\IMTConnect_DisconnectLock

    要在OPC中启用ECC和外设变量跟踪，请在OPCTest debug命令中启用跟踪级别。

    opctest: debug /ecc_variables /periph_variables

    使用 debug /on  恢复默认跟踪级别。要在OPC中禁用ECC和外设变量跟踪，请使用其中一个命令禁用ECC和外设变量跟踪。 opctest： debug /on（这会将跟踪级别重新设置为默认值）

    opctest: debug /on
    Use "debug /on" to Restore Default Tracing Levels.
    Restoring Default Tracing Levels.

    OPC Current Time: 02/27 05:32:22
    OPC Local Time: 02/26 21:32:22 (8.0 hr)

    OPC Current Tracing Levels

    DebugControlFlag1 (0x0):
    DebugControlFlag2 (0x10000000): /default

    Opctest: debug /noecc_variables （这将禁用ECC变量跟踪）。

    Opctest: debug /noperiph_variables （这将禁用外围设备变量跟踪）。

    opctest: debug /noecc_variables
    Use "debug /on" to Restore Default Tracing Levels.

    opctest: debug /noperiph_variables
    Use "debug /on" to Restore Default Tracing Levels.

    2. CTI服务器：注册表设置已修改

    1. EMSTracemask=0x04 -启用呼叫变量的跟踪

    2. EMSTracemask=0x02 -启用对ECC变量的跟踪

    EMSTraceMaskEMSTraceMask


    3. Procmon：CallManager PIM和VRU PIM

    这些命令在procmon实用程序上使用。

    C:\>procmon ins1 PG1A pim1
    Trace: EMT Creating Mutex Global\IMTConnect_DisconnectLock
    Trace: WARNING!!! - Using Procmon during production hours may have performance impact and unexpected service interruption.

    >>>>trace ecc_variables /on - Enables ECC call variables tracing
    >>>>trace ecc_variables /off - Disables peripheral call variables tracing

    >>>>trace periph_variables /on - Enables peripheral call variables tracing
    >>>>trace periph_variables /off - Disables peripheral call variables tracing

    4. RTT测试

    启用：debug /noperiph_variables、debug /noecc_variables。

    C:\>rttest /cust ins1 /node RouterA
    rttest: debug /periph_variables/ecc_variables
    debug_control: Invalid control argument: /periph_variables/ecc_variables
    rttest: debug /ecc_variables /periph_variables

    禁用：debug /noecc_variables /noperiph_variables

    rttest: debug /noecc_variables /noperiph_variables

    日志分析

    1. 非工作日志

    PG OPC：根据TCD测试时间戳和主叫电话号码8110343，查找CallingDevice=8110343和InvokeID=0xf01c6bef。

    16:09:14:515 PG4A-opc Trace: TPServices::AddInvocationByCTIInvokeID - CTIInvokeID 0x26208ab8 mapped to OPCInvokeID 0xf01c6bef 
    16:09:14:515 PG4A-opc Trace: CSTAMakeCall: TPServices::AddInvocationByCTIInvokeID InvokeID=0xf01c6bef CallingDevice=8110343 CalledDevice=9210501775255427560213183335003 
    16:09:14:515 PG4A-opc Trace: PRIVATE_DATA: CallPlacement=0 CallManner=0 ConsultType=0 AlertRings=0 CallOption=0 FacilityType=0 FacilityCode= AuthorizationCode= AccountCode= AnsMachTreat=0 CCT= PV1= PV2=2 PV3= PV4=60213183335003 PV5= PV6= PV7=1560000001038270316 PV8= PV9=22|17752554275|013183335003 PV10=WWSDM204|M|S|COR|| UserToUser= Wrapup= 
    16:09:14:515 PG4A-opc Trace: Name Type Index Value 
    16:09:14:515 PG4A-opc Trace: user.microapp.FromExtVXML Array 0 013183335003

    3秒后，按8110343过滤以查找CID 18603484。尝试发送CTI_CALL_DATA_UPDATE_EVENT。但连接失败。由于没有CSTAMakeCallConfEvent。因此，无法复制呼叫PeripheralVar。

    16:09:17:127 PG4A-opc Trace: CSTA_SERVICE_INITIATED(PID=5006): InitiatedConn=(CID=18603484,Dev=8110343,Type=Static) localConnInfo(1)=CS_INITIATE cause=-1 
    16:09:17:127 PG4A-opc Trace: AssignAgentCall: PID=5006 AGID=28946 Periph#=13212933 LineHandle=0 LineType=2 Conn(CID=18603484,Dev=8110343,DevType=Static) SG#=29747 shadow=0 CTI=1 AgentObj=0x581f928 
    16:09:17:127 PG4A-opc Trace: Call:SetCallState (PID=5006) - CallID=18603484 CallObj=(0x615bb50) NewState=NULL OldState=NONE. 
    16:09:17:127 PG4A-opc Trace: CTI_CALL_CREATED_EVENT: CID=18603484 Src:8110343 Dest: RCK=(0-0) 
    16:09:17:129 PG4A-opc Trace: CSTA_ORIGINATED(PID=5006): OrigConn=(CID=18603484,Dev=8110343,Type=Static) CallingDev=(DEV)8110343 CalledDev=(DEV)500992160213183335003 localConnInfo(3)=CS_CONNECT cause=-1 
    16:09:17:129 PG4A-opc Trace: CTI_CALL_DATA_UPDATE_EVENT: CID=18603484 src=8110343 Dest= RCK=(0-0) 
    16:09:32:595 PG4A-opc Trace: CSTA_NETWORK_REACHED(PID=5006): Conn=(CID=18603484,Dev=500992160213183335003,Type=Dynamic) TrunkUsed=(TRUNK)-1 CalledDev=(TRUNK)-1 localConnInfo(-1)=CS_NONE cause=-1 
    16:09:32:595 PG4A-opc Trace: Call:SetCallState (PID=5006) - CallID=18603484 CallObj=(0x615bb50) NewState=NULL OldState=NULL. 
    16:09:32:595 PG4A-opc Trace: ReclassifyLineInfo: (PID=5006) LineHandle=0 LineType=LT_OUTBOUND(SRC) SrcConn(CID=18603484,Dev=8110343,DevType=Static) LineHandle=0 LineType=LT_INSIDE DestConn(CID=-1,Dev=,DevType=Unknown) LineHandle=-1 LineType=LT_UNKNOWN CallObj=0x0615BB50 
    16:09:32:595 PG4A-opc Trace: Call:SetCallState (PID=5006) - CallID=18603484 CallObj=(0x615bb50) NewState=NULL OldState=NULL. 
    16:09:32:595 PG4A-opc Trace: CTI_CALL_DATA_UPDATE_EVENT: CID=18603484 src=8110343 Dest= RCK=(0-0) 
    16:10:19:195 PG4A-opc Trace: CSTA_CONNECTION_CLEARED (PID=5006): DroppedConn=(CID=18603484,Dev=8110343,Type=Static) ReleasingDev=(DEV)8110343 localConnInfo(-1)=CS_NONE cause=-1 
    16:10:19:195 PG4A-opc Trace: SendCTICallDataUpdateEvent: CID=18603484 (Src:8110343 Dest:) NotifyCTIServer:1 CallContextFlags:0 
    16:10:19:195 PG4A-opc Trace: Call:SetCallState (PID=5006) - CallID=18603484 CallObj=(0x615bb50) NewState=NONE OldState=NULL. 
    16:10:19:195 PG4A-opc Trace: Call::RemoveOfferedSkillGroups - !INFORM! - CallID:18603484 on PID:5006 is REMOVING offered skill groups. Forced=N 
    16:10:19:195 PG4A-opc Trace: Cleared(PID=5006): CallObj=(0x0615BB50) SrcConn(CID=18603484,Dev=8110343,DevType=Static) DestConn(CID=-1,Dev=,DevType=Unknown) 
    16:10:19:196 PG4A-opc Trace: TerminateCall: Inst=8110343 Line[0,OUT]:TLK->IDL Conn=(CID=18603484,DevID=8110343,DevType=Static) AgentLineObj=0x4294fc0 
    16:10:19:196 PG4A-opc Trace: TerminateCall: AGSTID=28946 PeriphNo=13212933 SG=29747 LineType=OUT Talk=62 Wrap=0 Hold=0 Conn=(CID=18603484,DevID=8110343,DevType=Static) AgentObj=0x581f928 CallObj=0x615bb50 
    16:10:19:196 PG4A-opc Trace: BuildClosedCallRecord(PID=5006): CallObj=0x615bb50 DateTime=10/25 08:10:18 IntervalDatetime=10/25/2022 08:00:00 MRDomainID=1 CID=18603484 RCK(RtrDate=0,RtrCID=0) RCKSeq#=0 CD=10(DBCD_DROP_NO_ANSWER) CDF=4(DBCDF_ERROR) PeriphCallType=9,DBCD_OUT AppTaskCD=0 ICRCK=1342458107, ICRCKParent=-1 ICRCKChild=-1 NetworkTime=0 Duration=62 RingTime=0 DelayTime=62 TimeToAband=0 HoldTime=0 TlkTime=0 WorkTime=0 LocalQTime=0 NetworkQTime=0 BillRate=-1 SegmentTime=-1 NewTransaction=78 RouteID=-1 AGSTID=28946(13212933) SGSTID=23009(0x7433) SvcSTID=-1(-1) RoutedAGSGID=0 RoutedSGSTID=0 RoutedSvcSTID=0 SRCAGSTID=28946(13212933) DigDialed=500992160213183335003 NetworkTID=-1 TrkGID=-1(-1) InstPort#=8110343 DNIS=(null) UUIData=(null) AnsWithinSvcLevel=N ConfTime=0 Priority=-1 Trk=-1 BadCallTag=N CallTypeID=-1 CED=(null) ANI=8110343 WrapupData=(null) ECCSize=0 NetworkConsult=FALSE CallGUID= LocationParamPKID= LocationParamName= PstnTrkGrpID= PstnTrkGrpChann#=13629160 CallOrginiated=0 CallReferenceID=00000000001BDDDC029D81C900000000 ProtocolID=1 ECCPayloadID=0 ApplicationData='\0' 
    16:10:19:196 PG4A-opc Trace: CTI_CALL_TERMINATED_EVENT: CID=18603484 
    16:10:19:196 PG4A-opc Trace: CSTA_CALL_CLEARED(PID=5006): clearedCall=(CID=18603484,Dev=,Type=Static) localConnInfo(-1)=CS_NONE cause=-1 
    16:10:19:196 PG4A-opc Trace: CSTACallClearedEvent - Call not found for specified connection (CallID=18603484, Device= DevType=Static) on Peripheral 5006. 

    PIM：“Third level Text： Get an exception on a call to 'connect' (method 'run' in class ThreadMakeCall )”。尝试向CUCM发送makecall失败，原因是(PERERR_GW_E_THREADMAKECALL_GENERIC_CM_ERROR)。 

    16:09:14:517 PG4A-pim4 Trace: CSTAMakeCall: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf01c6bef CallingDevice=8110343 CalledDevice=9210501775255427560213183335003
    16:09:32:125 PG4A-pim4 Trace: DeskLinkPeripheral::CSTAUniversalFailureConfEvent - CSTA Error 1 Per Error 13085 (PERERR_GW_E_THREADMAKECALL_GENERIC_CM_ERROR) Your request to make a call failed. Please check the number and try again. 
    16:09:32:125 PG4A-pim4 Trace: DeskLinkPeripheral::CSTAUniversalFailureConfEvent - Second level Text: JTAPI Gateway - Error on MAKE CALL operation - Exception 
    16:09:32:125 PG4A-pim4 Trace: DeskLinkPeripheral::CSTAUniversalFailureConfEvent - Third level Text: Got an exception on a call to 'connect'(method 'run' in class ThreadMakeCall ) 
    16:09:32:125 PG4A-pim4 Trace: CSTAUniversalFailureConfEvent: TPServices::CSTAUniversalFailureConfEvent InvokeID=0xf01c6bef Error=GENERIC_OPERATION 
    16:09:32:125 PG4A-pim4 Trace: PRIVATE_DATA: PeripheralErrorCode=0x331d(13085)

    JGW：可以看到超时。它无法满足connect()的post条件。作为临时解决方法，请尝试将JtapiPostConditionTimeout=15调整为jtapi.ini文件的20个。最后，您需要检查CUCM端。

    PG4A-jgw4 Trace: 1179230440: %JTAPI-JTAPI-7-UNK:[(P1-MobileAgentUser) GCID=(1,7363991)->ACTIVE]PlatformExceptionImpl caught: Timeout - Could not meet post conditions of connect(). 
    PG4A-jgw4 Trace: Call to call[24141207].connect(LCP8110343,8110343,9210501775255427560213183335003 ) failed. Timeout - Could not meet post conditions of connect().

    2. 工作日志

    OPC日志：您可以看到CSTAMakeCall和CSTAMakeCallConfEvent。因此PeripheralVar4可以发送到RTR/HLGR。

    16:04:32:909 PG4A-opc Trace: TPServices::AddInvocationByCTIInvokeID - CTIInvokeID 0x262088f1 mapped to OPCInvokeID 0xf01c6a6e 
    16:04:32:909 PG4A-opc Trace: CSTAMakeCall: TPServices::AddInvocationByCTIInvokeID InvokeID=0xf01c6a6e CallingDevice=8110654 CalledDevice=9210300202250459513315514536555 
    16:04:32:909 PG4A-opc Trace: PRIVATE_DATA: CallPlacement=0 CallManner=0 ConsultType=0 AlertRings=0 CallOption=0 FacilityType=0 FacilityCode= AuthorizationCode= AccountCode= AnsMachTreat=0 CCT= PV1= PV2=2 PV3= PV4=13315514536555 PV5= PV6= PV7=1560000001040855196 PV8= PV9=22|15514536555|1234 PV10=DCZZ002Q-E|M|F|COR|| UserToUser= Wrapup= 
    16:04:35:671 PG4A-opc Trace: CSTA_SERVICE_INITIATED(PID=5006): InitiatedConn=(CID=18603231,Dev=8110654,Type=Static) localConnInfo(1)=CS_INITIATE cause=-1 
    16:04:35:671 PG4A-opc Trace: AssignAgentCall: PID=5006 AGID=26363 Periph#=13210350 LineHandle=0 LineType=2 Conn(CID=18603231,Dev=8110654,DevType=Static) SG#=29747 shadow=0 CTI=1 AgentObj=0x51042a0 
    16:04:35:671 PG4A-opc Trace: Call:SetCallState (PID=5006) - CallID=18603231 CallObj=(0x6091d30) NewState=NULL OldState=NONE. 
    16:04:35:671 PG4A-opc Trace: CTI_CALL_CREATED_EVENT: CID=18603231 Src:8110654 Dest: RCK=(0-0) 
    16:04:35:676 PG4A-opc Trace: CSTA_ORIGINATED(PID=5006): OrigConn=(CID=18603231,Dev=8110654,Type=Static) CallingDev=(DEV)8110654 CalledDev=(DEV)333392113315514536555 localConnInfo(3)=CS_CONNECT cause=-1 
    16:04:35:676 PG4A-opc Trace: CTI_CALL_DATA_UPDATE_EVENT: CID=18603231 src=8110654 Dest= RCK=(0-0) 
    16:04:37:001 PG4A-opc Trace: Call(18603231) PeripheralVar2 CTI:set to [2] 
    16:04:37:001 PG4A-opc Trace: Call(18603231) PeripheralVar4 CTI:set to [13315514536555] 
    16:04:37:001 PG4A-opc Trace: Call(18603231) PeripheralVar7 CTI:set to [1560000001040855196] 
    16:04:37:001 PG4A-opc Trace: Call(18603231) PeripheralVar9 CTI:set to [22|15514536555|1234] 
    16:04:37:001 PG4A-opc Trace: Call(18603231) PeripheralVar10 CTI:set to [DCZZ002Q-E|M|F|COR||] 
    16:04:37:001 PG4A-opc Trace: CTI_CALL_DATA_UPDATE_EVENT: CID=18603231 src=8110654 Dest= RCK=(0-0) 
    16:04:37:001 PG4A-opc Trace: CSTAMakeCallConfEvent: CSTAMakeCallConfEvent InvokeID=0xf01c6a6e NewCall(CID=18603231,Dev=8110654,DevType=Static) 
    16:04:37:002 PG4A-opc Trace: CSTA_NETWORK_REACHED(PID=5006): Conn=(CID=18603231,Dev=333392113315514536555,Type=Dynamic) TrunkUsed=(TRUNK)-1 CalledDev=(TRUNK)-1 localConnInfo(-1)=CS_NONE cause=-1 
    16:04:37:002 PG4A-opc Trace: Call:SetCallState (PID=5006) - CallID=18603231 CallObj=(0x6091d30) NewState=NULL OldState=NULL. 
    16:04:37:003 PG4A-opc Trace: ReclassifyLineInfo: (PID=5006) LineHandle=0 LineType=LT_OUTBOUND(SRC) SrcConn(CID=18603231,Dev=8110654,DevType=Static) LineHandle=0 LineType=LT_INSIDE DestConn(CID=-1,Dev=,DevType=Unknown) LineHandle=-1 LineType=LT_UNKNOWN CallObj=0x06091D30 
    16:04:37:003 PG4A-opc Trace: Call:SetCallState (PID=5006) - CallID=18603231 CallObj=(0x6091d30) NewState=NULL OldState=NULL. 
    16:04:37:003 PG4A-opc Trace: CTI_CALL_DATA_UPDATE_EVENT: CID=18603231 src=8110654 Dest= RCK=(0-0) 
    16:05:03:146 PG4A-opc Trace: CSTAClearCall: TPServices::AddInvocationByCTIInvokeID InvokeID=0xf01c6a8d Call(CID=18603231,Dev=8110654,Type=Static) 
    16:05:03:157 PG4A-opc Trace: CSTA_CONNECTION_CLEARED (PID=5006): DroppedConn=(CID=18603231,Dev=8110654,Type=Static) ReleasingDev=(DEV)8110654 localConnInfo(-1)=CS_NONE cause=-1 
    16:05:03:157 PG4A-opc Trace: SendCTICallDataUpdateEvent: CID=18603231 (Src:8110654 Dest:) NotifyCTIServer:1 CallContextFlags:0 
    16:05:03:157 PG4A-opc Trace: Call:SetCallState (PID=5006) - CallID=18603231 CallObj=(0x6091d30) NewState=NONE OldState=NULL. 
    16:05:03:157 PG4A-opc Trace: Call::RemoveOfferedSkillGroups - !INFORM! - CallID:18603231 on PID:5006 is REMOVING offered skill groups. Forced=N 
    16:05:03:157 PG4A-opc Trace: Cleared(PID=5006): CallObj=(0x06091D30) SrcConn(CID=18603231,Dev=8110654,DevType=Static) DestConn(CID=-1,Dev=,DevType=Unknown) 
    16:05:03:158 PG4A-opc Trace: TerminateCall: Inst=8110654 Line[0,OUT]:TLK->IDL Conn=(CID=18603231,DevID=8110654,DevType=Static) AgentLineObj=0x4291300 
    16:05:03:158 PG4A-opc Trace: TerminateCall: AGSTID=26363 PeriphNo=13210350 SG=29747 LineType=OUT Talk=28 Wrap=0 Hold=0 Conn=(CID=18603231,DevID=8110654,DevType=Static) AgentObj=0x51042a0 CallObj=0x6091d30 
    16:05:03:158 PG4A-opc Trace: BuildClosedCallRecord(PID=5006): CallObj=0x6091d30 DateTime=10/25 08:05:02 IntervalDatetime=10/25/2022 08:00:00 MRDomainID=1 CID=18603231 RCK(RtrDate=0,RtrCID=0) RCKSeq#=0 CD=10(DBCD_DROP_NO_ANSWER) CDF=4(DBCDF_ERROR) PeriphCallType=9,DBCD_OUT AppTaskCD=0 ICRCK=1342458021, ICRCKParent=-1 ICRCKChild=-1 NetworkTime=0 Duration=28 RingTime=0 DelayTime=28 TimeToAband=0 HoldTime=0 TlkTime=0 WorkTime=0 LocalQTime=0 NetworkQTime=0 BillRate=-1 SegmentTime=-1 NewTransaction=78 RouteID=-1 AGSTID=26363(13210350) SGSTID=23009(0x7433) SvcSTID=-1(-1) RoutedAGSGID=0 RoutedSGSTID=0 RoutedSvcSTID=0 SRCAGSTID=26363(13210350) DigDialed=333392113315514536555 NetworkTID=-1 TrkGID=-1(-1) InstPort#=8110654 DNIS=(null) UUIData=(null) AnsWithinSvcLevel=N ConfTime=0 Priority=-1 Trk=-1 BadCallTag=N CallTypeID=-1 CED=(null) ANI=8110654 WrapupData=(null) ECCSize=10 NetworkConsult=FALSE CallGUID= LocationParamPKID= LocationParamName= PstnTrkGrpID= PstnTrkGrpChann#=13629160 CallOrginiated=0 CallReferenceID=00000000001BDCDF029D80B500000000 ProtocolID=1 ECCPayloadID=0 ApplicationData='\0' 
    16:05:03:158 PG4A-opc Trace: CTI_CALL_TERMINATED_EVENT: CID=18603231 
    16:05:03:158 PG4A-opc Trace: CSTA_CALL_CLEARED(PID=5006): clearedCall=(CID=18603231,Dev=,Type=Static) localConnInfo(-1)=CS_NONE cause=-1 
    16:05:03:158 PG4A-opc Trace: CSTACallClearedEvent - Call not found for specified connection (CallID=18603231, Device= DevType=Static) on Peripheral 5006.

    相关信息

    修订历史记录

    版本 发布日期 备注
    1.0
    15-Apr-2024
    初始版本
    TAC Authored

    由思科工程师提供

    • Thomas Dong
      思科TAC工程师
    • Foster Song
      思科TAC工程师

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