call back server exception

NICE CXone API & Integrations
1

Hi all,

for some reason in our environment when ICC tries to contact callback sever it gives an exception

" java.net.ConnectException: Connection refused" when ICC passes a WEBCALL CMN type with WCB_TYPE=PRODUCTQ

on IRD i get “server threw exception” when i try to trace the call

any suggestions?

thanks!

2

Kevin,

can you please unleash the relevant part of the log?

Thank you,
Vic

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3

The two logs do not seem whatsoever correlated :

  • callback server log says:

[b]No response from router for route request, callback request: ‘HY0MCV83QG018ER3’, vrp: ‘77777’[b]

For that, check the connection with URS, if strategy is loaded on VRP 77777 etc

  • TServer log instead says:

    Directory Number Registration Response
    Result:Failure
    Cause:2034

which means that TServer cannot register those DNs:your Meridian link reports no connection with the switch\DN not existing\no AST DN, BUT both it’s related to other “physical” DNs and does not match at all the time when your exception was thrown.

Fra

4

Hi Kevin,

a VirtualRoutingPoint, as its name suggests, it is virtual, therefore does not have its switch counterpart, so do not get it created by the switch engineers. About the issue you are facing, has the callback ever worked or are you trying to get it work? I would start checking:

  • UCB server connections: on the application Connections tab can you see Tserver, Stat Server and Message Server?
  • Some Routing Points should be configured to use Voice Callback: in their Annex tab you should find a section named either UCBServer or the name of the application itself; in it check if you have an option called ‘vrp’ which should have as value the name of one of your Virtual Routing Point and another called ‘vrp_location’, which specifies the name of the switch where that VRP resides.
    [li]The VRP I just talked about should have a section called ‘callback’ under its Annex tab; the key has to be ‘CallbackServer’, the value the name of your Callback Server (here some release notes suggest ‘WebCall’, so please try both).

If you do any changes, restart your Callback Server and TServer.

Hope it helps

Fra

5

Cool! Glad to know.

Fra

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