對呼叫和ECC變數問題進行故障排除

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已更新: 2024 年 4 月 16 日
文件 ID:221892

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    簡介

    本文檔介紹如何對外圍裝置網關(PG)中的通話和擴展呼叫上下文(ECC)變數進行故障排除。

    必要條件

    需求

    思科建議您瞭解以下主題：

    • Cisco Unified Contact Center Enterprise (UCCE)
    • 思科套裝客服中心企業版(PCCE)
    • 思科整合通訊管理員(CUCM)

    採用元件

    本檔案中的資訊是根據Unified Contact Center Enterprise版本12.6(1)。

    本文中的資訊是根據特定實驗室環境內的裝置所建立。文中使用到的所有裝置皆從已清除（預設）的組態來啟動。如果您的網路運作中，請確保您瞭解任何指令可能造成的影響。

    背景資訊

    JTAPI網關(JGW)進程負責透過JTAPI初始化與CUCM的通訊。第3版還使用CTI建立與代理PG的連線。Call和ECC變數未作為預設跟蹤設定的一部分啟用。

    概觀

    向自行動電話進行呼叫的移動代理一個移動代理呼叫自行動電話。使用ECC的呼叫不能在TCD表中檢查ECC。在本例中，我們使用「變數4」中的「定義ECC引數」。

    高級呼叫流

    移動座席從CTIOS發出撥出呼叫，AgentPG透過PG Jtapi將呼叫傳送到CUCM。

    CUCM向SBC傳送了包含MTP的呼叫。

    SBC呼叫座席的手機，座席應答手機並聽到保留音樂。

    CUCM向包含MTP的CVP傳送呼叫。

    CVP向ICM傳送呼叫，ICM透過指令碼執行呼叫處理，將SIP報頭設定為CVP。

    CVP使用UUI向CUBE和SIP傳送呼叫。

    CUBE將呼叫傳送到SBC。

    SBC向您的行動電話傳送呼叫，您接聽電話。同時，記錄器進程使用SIP UUI。

    CUCM進行座席呼叫，您的呼叫合併到一個臨時會議。

    呼叫斷開。

    疑難排解 

    1. 可以為外圍網關和CTI伺服器元件啟用這些變數

    OPC：使用OPC測試公用程式設定命令：

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

    要在OPC中啟用ECC和外設變數跟蹤，請在OPCTest debug命令中啟用跟蹤級別。

    opctest: debug /ecc_variables /periph_variables

    使用 debug /on  恢復預設跟蹤級別。若要在OPC中停用ECC和外設變數追蹤，請使用其中一個指令來停用ECC和外設變數追蹤。 opctest： debug /on （這會將追蹤層級設回預設值）

    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 （這將停用ECC變數跟蹤）。

    Opctest: debug /noperiph_variables （這將停用外圍裝置變數跟蹤）。

    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伺服器：登錄檔設定已修改

    1. EMSTracemask=0x04 -啟用呼叫變數的跟蹤

    2. EMSTracemask=0x02 -啟用對ECC變數的跟蹤

    EMSTraceMaskEMSTraceMask


    3. Procmon：CallManager PIM和VRU PIM

    這些命令透過procmon實用程式使用。

    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測試

    啟用：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

    停用：debug /noecc_variables /noperiph_variables

    rttest: debug /noecc_variables /noperiph_variables

    日誌分析

    1. 非工作日誌

    PG OPC：根據TCD測試時間戳和呼叫電話號碼8110343，找到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秒後，按8110343篩選以查詢CID 18603484。嘗試傳送CTI_CALL_DATA_UPDATE_EVENT。但連線失敗。因為沒有CSTAMakeCallConfEvent。因此，無法複製呼叫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：「第三級文本：對「connect」的呼叫（類ThreadMakeCall中的方法「run」）出現異常」。嘗試將makecall傳送到CUCM失敗，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：可以看到超時。它無法滿足connect()的post條件。暫時解決方法是，嘗試將JtapiPostConditionTimeout=15調整為jtapi.ini檔案的20個。最後，您需要檢查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. 工作日誌

    OPC日誌：您可以看到CSTAMakeCall和CSTAMakeCallConfEvent。因此PeripheralVar4可以傳送到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.

    相關資訊

    修訂記錄

    修訂 發佈日期 意見
    1.0
    15-Apr-2024
    初始版本
    TAC Authored

    由思科工程師貢獻

    • 童子賢
      Cisco TAC工程師
    • Foster Song
      Cisco TAC工程師

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