Getting Busy tone when calling the IVR (MCP)

aravind_mano · March 31, 2017, 9:58am

Hi,

In our DEV lab, we have asterisk pbx which forwards the call to Genesys SIP server and then DNs were mapped to IVR Profile. I am getting busy tone when calling the IVR application. The MCP service stopped automatically after some time. I found the below message in MCP Exception log. It creating dump files (pwcallmgr.exe_4900_1.dmp) in the log folder. Please help to solve this problem.

Application exception occured:
App: C:\Program Files\GCTI\gvp\VP Media Control Platform 8.5\VP_MediaControlPlatform_850_2\bin\pwcallmgr.exe (pid = 3460)
When: 03/30/2017 @ 14:29:40.165 GMT
Exception code: c0000005 (ACCESS_VIOLATION)
Fault address: 80034d7b 00:00000000

(40000000 - 4074e000) pwcallmgr.exe
(77bb0000 - 77d5c000) ntdll.dll
(77a90000 - 77baf000) kernel32.dll
(fdbe0000 - fdc4b000) KERNELBASE.dll
(77d70000 - 77d77000) PSAPI.DLL
…
…

cavagnaro · March 31, 2017, 12:39pm

Using last version?
Post MCP logs

aravind_mano · April 17, 2017, 11:45am

I have provided the RM logs below. Also, I followed the steps provided another post by reinstalling the MCP & delete the existing LRG and created it again. However, it does not solve the problem. I can debug the application through composer. So, the problem might be in either Resource Manager or SIP Server. Please advice.

MCP Version: 8.5.041.14
RM Version: 8.5.001.89


From: "User 1" <sip:353@192.168.3.25:5080>;tag=1EDBCBD2-DF9C-4B28-86A6-D69446A5A670-4`
To: <sip:647@192.168.3.43:5080>
Call-ID: 7B407167-762A-4A3C-9489-375907DAB00F-1@192.168.3.43
CSeq: 1 INVITE
Content-Length: 275
Content-Type: application/sdp
Via: SIP/2.0/UDP 192.168.3.43:5080;branch=z9hG4bK95E4DE4B-BCDD-437D-A472-E052BA584728-1
Contact: <sip:353@192.168.3.43:5080>
Allow: ACK, BYE, CANCEL, INFO, INVITE, MESSAGE, NOTIFY, OPTIONS, PRACK, REFER, UPDATE
User-Agent: Asterisk PBX 1.6.2.24
Date: Mon, 17 Apr 2017 11:09:09 GMT
Max-Forwards: 69
X-Genesys-CallUUID: 26N61TLRMD7RP6QO30FUARBVBC000001
Session-Expires: 1800;refresher=uac
Min-SE: 90
Supported: uui,100rel,timer

v=0
o=root 1492428212 1 IN IP4 192.168.3.25
s=Asterisk PBX 1.6.2.24
c=IN IP4 192.168.3.25
t=0 0
m=audio 19810 RTP/AVP 0 3 8 101
a=ptime:20
a=sendrecv
a=rtpmap:0 PCMU/8000
a=rtpmap:3 GSM/	 
a=rtpmap:8 PCMA/8000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-16

2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 08500000 VGSIPProxyCore.cxx:282 VGSIPProxyCore::NotifyTransactionRequest processing method 1
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 CCPSIPProxyCoreProcessor.cxx:118 Request-URI parsed: 647 192.168.3.43 5060
2017-04-17T16:53:22.235 Trc 20119 INFO 00000000-00000000 68156 09400506 New call : sip:647@192.168.3.43:5060
2017-04-17T16:53:22.235 Trc 20002 NOTE 00000000-00000000 68156 0940040C New call: Session-ID: | Call-ID:7B407167-762A-4A3C-9489-375907DAB00F-1@192.168.3.43 | Request-URI:sip:647@192.168.3.43:5060 
2017-04-17T16:53:22.235 Trc 20002 NOTE 00000000-00000000 68156 0940040C New call session: Session-ID:D9F12B4C-9F72-4322-A4B5-21989CA28A26 | Call-ID:7B407167-762A-4A3C-9489-375907DAB00F-1@192.168.3.43
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 CCPSIPProxyCoreProcessor.cxx:1469 Cluster Information: primary=1 secondary=0
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 PolicyModule.cxx:183 D9F12B4C-9F72-4322-A4B5-21989CA28A26 New Call Session Request-URI : sip:647@192.168.3.43:5060
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 PolicyModule.cxx:246 D9F12B4C-9F72-4322-A4B5-21989CA28A26 Handling call using call tenant GenLab
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 PolicyModule.cxx:1461 getGVPTenantId returned GVPTenantID:  IncomingApp: 
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 PolicyModule.cxx:904 Incoming App from header is:  bIsDbid: 0
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 PolicyModule.cxx:981 Calling getApplicationForDNIS tenant: GenLab DNIS: 647
2017-04-17T16:53:22.235 Trc 20002 NOTE 00000000-00000000 68156 0940040D Application corresponding to DNIS(647) found in current tenant object GenLab App: NewTesting
2017-04-17T16:53:22.235 Trc 20002 NOTE 00000000-00000000 68156 0940040D IVR Profile <NewTesting> is selected for the Tenant <GenLab> for the call <7B407167-762A-4A3C-9489-375907DAB00F-1@192.168.3.43>
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 CDRServiceImpl.cpp:636 setCDRUsageInfo: D9F12B4C-9F72-4322-A4B5-21989CA28A26, 101,1,1
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 PolicyDataStoreObjects.cxx:1397 VoiceXML Script URL is not set for Application [NewTesting]
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 CDRServiceImpl.cpp:441 SubmitAppPeak: 118, 1, 0
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 CDRServiceImpl.cpp:463 SubmitPeak: 101, 1, 0
2017-04-17T16:53:22.235 Trc 20002 NOTE 00000000-00000000 68156 0940040C Session-ID:D9F12B4C-9F72-4322-A4B5-21989CA28A26 | Call-ID:7B407167-762A-4A3C-9489-375907DAB00F-1@192.168.3.43 | SERVICE TYPE: voicexml
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 GVPRMLocationService.cxx:100 Calling RequestResource: voicexml UseSameGateway: always TenantDBID: 101
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400217 GVPRMProvTable.cxx:1234 Call to GetLogicalResourcesByServiceTypeAndCapability failed possibly non-matching servicetype: voicexml or no logical resource configured for servicetype
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400217 GVPRMProvTable.cxx:1234 Call to GetLogicalResourcesByServiceTypeAndCapability failed possibly non-matching servicetype: msml or no logical resource configured for servicetype
2017-04-17T16:53:22.235 Std 20029 EROR 00000000-00000000 68156 09400217 Cannot locate logical resource matching service type 0
2017-04-17T16:53:22.235 Std 20126 EROR 00000000-00000000 68156 0940023F ResourceModule RequestResource failed: -7 Call Session: D9F12B4C-9F72-4322-A4B5-21989CA28A26
2017-04-17 16:53:22.235 DBUG 00000000-00000000 68156 09400901 CDRServiceImpl.cpp:840 Writing CDR record: CALL-DISPOSITION 3 SubmitCDR: 1
2017-04-17 16:53:22.250 DBUG 00000000-00000000 68156 00600000 ReportingClient.cpp:341 sendUpstream(): Queuing upstream message: {"COMP-ID":"i64|118","COMP-TYPE":149,"SESSION-ID":"str|D9F12B4C-9F72-4322-A4B5-21989CA28A26","SEQUENCE-ID":0,"APP-ID":"i64|118","TENANT-ID":["i64|101"],"CALL-TYPE":0,"START":"utc|1492428202235","GVP-GUID":"str|D9F12B4C-9F72-4322-A4B5-21989CA28A26","GENESYS-UUID":"str|26N61TLRMD7RP6QO30FUARBVBC000001","REMOTE-URI":"str|sip:353@192.168.3.25:5080","LOCAL-URI":"str|sip:647@192.168.3.43:5060","BURST-PROFILE":1,"CALL-DISPOSITION":3,"DN":"str|647","MEDIA-SERVICE":5,"USAGE-PROFILE":1,"X-OR.RS.CDR.CALL-ARRIVAL-UPDATED":true,"VTAG-LIST":[{"BURST-TENANT-101":"1"},{"USAGE-TENANT-101":"1"}]}
2017-04-17 16:53:22.250 DBUG 00000000-00000000 68156 00600000 ReportingClient.cpp:341 sendUpstream(): Queuing upstream message: {"COMP-ID":"i64|118","COMP-TYPE":149,"SESSION-ID":"str|D9F12B4C-9F72-4322-A4B5-21989CA28A26","SEQUENCE-ID":1,"APP-ID":"i64|118","TENANT-ID":["i64|101"],"CALL-TYPE":0,"START":"utc|1492428202235","END":"utc|1492428202250","GVP-GUID":"str|D9F12B4C-9F72-4322-A4B5-21989CA28A26","GENESYS-UUID":"str|26N61TLRMD7RP6QO30FUARBVBC000001","REMOTE-URI":"str|sip:353@192.168.3.25:5080","LOCAL-URI":"str|sip:647@192.168.3.43:5060","BURST-PROFILE":1,"CALL-DISPOSITION":3,"DN":"str|647","ERROR":"str|Cannot locate logical resource matching service type [Service Type: voicexml] [Call-ID=7B407167-762A-4A3C-9489-375907DAB00F-1@192.168.3.43][SIPResponseCode=480]","MEDIA-SERVICE":5,"USAGE-PROFILE":1,"X-OR.RS.CDR.CALL-ARRIVAL-UPDATED":true,"VTAG-LIST":[{"BURST-TENANT-101":"1"},{"USAGE-TENANT-101":"1"}]}
2017-04-17 16:53:22.250 DBUG 00000000-00000000 68156 09400901 CallImpl.h:1055 The call  is cleared
2017-04-17 16:53:22.250 DBUG 00000000-00000000 68156 09400901 CDRServiceImpl.cpp:441 SubmitAppPeak: 118, 0, 0
2017-04-17 16:53:22.250 DBUG 00000000-00000000 68156 09400901 CDRServiceImpl.cpp:463 SubmitPeak: 101, 0, 0
2017-04-17T16:53:22.250 Trc 20002 NOTE 00000000-00000000 68156 0940040D Cleared call session D9F12B4C-9F72-4322-A4B5-21989CA28A26
2017-04-17 16:53:22.250 DBUG 00000000-00000000 68156 08500000 VGSIPTransportMgr.cxx:3474 VGSIPTransportMgr::ResolveDNS for 192.168.3.43:5080
2017-04-17 16:53:22.250 DBUG 00000000-00000000 68156 08500000 VGSIPTransportMgr.cxx:3585 VGSIPTransportMgr::ResolveDNS nResult 2
2017-04-17 16:53:22.250 DBUG 00000000-00000000 68156 09400901 CCPSIPMessageInterceptor.h:588 RM - SIP Message sent to [192.168.3.43:5080] (532): SIP/2.0 480 Temporarily Unavailable

cavagnaro · April 17, 2017, 1:07pm

Can’t locate DN for VXML service…so you need to create a DN for it as documentation states. Please create that DN and will work

Enviado de meu E6633 usando Tapatalk

Kubig · April 18, 2017, 4:52am

There is no LRGP created at all -follow the documentation

aravind_mano · April 18, 2017, 8:42am

The LRGs for Gateway and MCP with all service types (voicexml, msml, media…) were created already. Now, i’ve created the voipservice DN with service-type set to voicexml. Still the behavior is same.

Kubig · April 18, 2017, 8:48am

It seems the MCP is unavailable for RM. Check port configuration and network connection.

aravind_mano · April 18, 2017, 12:07pm

SIPSERVER, RM & MCP has installed in the same server. Is any other logs needed?

SIP server port: 5080

RM port config:
proxy: 5060, 5061
registrar: 5062, 5063
monitor: 5064, 5065
subscription: 5066 & 5067

MCP port config:
sip: 5070, 5071
routeset: sip:192.168.3.43:5060;lr
vrmrecorder: 7090, 7091
mrcp2client: 7080, 7081

cavagnaro · April 18, 2017, 1:39pm

Post logs again. Your site is single or multi tenant? Which Cfgserver version?

Enviado de meu E6633 usando Tapatalk

aravind_mano · April 18, 2017, 2:52pm

It is Multitenant environment. Cfg server version : 8.1.300.09

RM Service Startup logs provided below. In that you can see LRG for Gateway group loaded correctly. For MCP, it shows invalid input arguments specified. I have deleted existing gorup and created a new LRG for MCP using genesys administrator wizard (RM & MCP were stopped).


2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 09400901 RMCCILibAgent.cxx:307 loadGVPResourceProvisionTable >> loadGVPResourceProvisionTable()
2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 08500000 CCIMFGenericObject.cpp:696 getOptionsSection >> Returning [load-balance-scheme=round-robin].
2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 08500000 CCIMFGenericObject.cpp:696 getOptionsSection >> Returning [monitor-method=option].
2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 08500000 CCIMFGenericObject.cpp:696 getOptionsSection >> Returning [port-usage-type=in-and-out].
2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 08500000 CCIMFGenericObject.cpp:696 getOptionsSection >> Returning [service-types=gateway].
2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 08500000 CCIMFGenericObject.cpp:696 getOptionsSection >> Returning [use-cti=0].
2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 09400901 RMCCILibAgent.cxx:2071 populateLogicalResourceObject()
2017-04-18T20:15:21.531 Std 20141 NOTE 00000000-00000000 94480 0940040B populateLogicalResourceObject >> Setting Logical Resource Properties: name:desc:service-types:port-usage-type:is-cti:cti-res:cti-flag:monitor-method:conf-max-cnt:conf-max-size [GatewayGroup]:[]:[gateway]:[in-and-out]:[no-cti]:[-1]:[undefined]:[option]:[2147483647]:[-1]
2017-04-18T20:15:21.531 Std 20141 NOTE 00000000-00000000 94480 0940040B populateLogicalResourceObject >> Setting Logical Resource Properties: name:preference:load-balance-scheme:geolocation [GatewayGroup]:[0]:[round-robin]:[]
2017-04-18T20:15:21.531 Std 20141 NOTE 00000000-00000000 94480 0940040B loadGVPResourceProvisionTable >> Added Logical Resource [GatewayGroup] to Provision Table
2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 09400901 RMCCILibAgent.cxx:2677 populatePhysicalResourceObject()
2017-04-18T20:15:21.531 Std 20003 WARN 00000000-00000000 94480 0940032F populatePhysicalResourceObject >> Undefined resource redundancy type for Resource [SIPServer]
2017-04-18T20:15:21.531 Std 20003 WARN 00000000-00000000 94480 0940032F populatePhysicalResourceObject >> Undefined resource redundancy type  for Resource [SIPServer] 
2017-04-18T20:15:21.531 Std 20141 NOTE 00000000-00000000 94480 0940040B populatePhysicalResourceObject >> Setting Physical Resource Properties: aor:port-cap [sip:192.168.3.43:5080]:[500]
2017-04-18 20:15:21.531 DBUG 00000000-00000000 94480 09400901 RMCommonDef.h:533 Converting IP addresses from: 192.168.3.43:5080 to 192.168.3.43:5080
2017-04-18T20:15:21.532 Std 20141 NOTE 00000000-00000000 94480 0940040B loadGVPResourceProvisionTable >> Added Physical Resource [SIPServer] to Provision Table
2017-04-18T20:15:21.532 Std 20046 EROR 00000000-00000000 94480 09400228 _getParamValue >> Invalid input arguments specified [] [logical-resource-section] [;]
2017-04-18 20:15:21.532 DBUG 00000000-00000000 94480 09400901 RMCCILibAgent.cxx:360 loadGVPResourceProvisionTable >> Logical Resource Group Info not found in Connection for Resource [VP_MCP_850]
2017-04-18T20:15:21.532 Std 20141 NOTE 00000000-00000000 94480 0940040B loadHMTResources >> Entry()

Call log RM:


From: "User 1" <sip:353@192.168.3.25:5080>;tag=BC25A55C-73B0-4792-9498-F6A173D35182-11
To: <sip:647@192.168.3.43:5080>
Call-ID: B6722EF4-8682-4AF7-9AA7-2B020C687E3C-5@192.168.3.43
CSeq: 1 INVITE
Content-Length: 275
Content-Type: application/sdp
Via: SIP/2.0/UDP 192.168.3.43:5080;branch=z9hG4bKD5ED98BD-2661-4415-878B-315ADF8D52EE-5
Contact: <sip:353@192.168.3.43:5080>
Allow: ACK, BYE, CANCEL, INFO, INVITE, MESSAGE, NOTIFY, OPTIONS, PRACK, REFER, UPDATE
User-Agent: Asterisk PBX 1.6.2.24
Date: Tue, 18 Apr 2017 15:13:16 GMT
Max-Forwards: 69
X-Genesys-CallUUID: EFBN2TD1TL1B7DRL5HNPD5F1PK000003
Session-Expires: 1800;refresher=uac
Min-SE: 90
Supported: uui,100rel,timer

v=0
o=root 1492528547 1 IN IP4 192.168.3.25
s=Asterisk PBX 1.6.2.24
c=IN IP4 192.168.3.25
t=0 0
m=audio 16742 RTP/AVP 0 3 8 101
a=ptime:20
a=sendrecv
a=rtpmap:0 PCMU/8000
a=rtpmap:3 GSM/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-16

2017-04-18 20:57:31.939 DBUG 00000000-00000000 2712 08500000 VGSIPProxyCore.cxx:282 VGSIPProxyCore::NotifyTransactionRequest processing method 1
2017-04-18 20:57:31.939 DBUG 00000000-00000000 2712 09400901 CCPSIPProxyCoreProcessor.cxx:118 Request-URI parsed: 647 192.168.3.43 5060
2017-04-18T20:57:31.939 Trc 20119 INFO 00000000-00000000 2712 09400506 New call : sip:647@192.168.3.43:5060
2017-04-18T20:57:31.939 Trc 20002 NOTE 00000000-00000000 2712 0940040C New call: Session-ID: | Call-ID:B6722EF4-8682-4AF7-9AA7-2B020C687E3C-5@192.168.3.43 | Request-URI:sip:647@192.168.3.43:5060 
2017-04-18T20:57:31.939 Trc 20002 NOTE 00000000-00000000 2712 0940040C New call session: Session-ID:365EBC2F-30DE-4DEB-A0AB-CDEB4506AAE4 | Call-ID:B6722EF4-8682-4AF7-9AA7-2B020C687E3C-5@192.168.3.43
2017-04-18 20:57:31.939 DBUG 00000000-00000000 2712 09400901 CCPSIPProxyCoreProcessor.cxx:1469 Cluster Information: primary=1 secondary=0
2017-04-18 20:57:31.939 DBUG 00000000-00000000 2712 09400901 PolicyModule.cxx:183 365EBC2F-30DE-4DEB-A0AB-CDEB4506AAE4 New Call Session Request-URI : sip:647@192.168.3.43:5060
2017-04-18 20:57:31.939 DBUG 00000000-00000000 2712 09400901 PolicyModule.cxx:246 365EBC2F-30DE-4DEB-A0AB-CDEB4506AAE4 Handling call using call tenant GenLab
2017-04-18 20:57:31.939 DBUG 00000000-00000000 2712 09400901 PolicyModule.cxx:1461 getGVPTenantId returned GVPTenantID:  IncomingApp: 
2017-04-18 20:57:31.939 DBUG 00000000-00000000 2712 09400901 PolicyModule.cxx:904 Incoming App from header is:  bIsDbid: 0
2017-04-18 20:57:31.939 DBUG 00000000-00000000 2712 09400901 PolicyModule.cxx:981 Calling getApplicationForDNIS tenant: GenLab DNIS: 647
2017-04-18T20:57:31.941 Trc 20002 NOTE 00000000-00000000 2712 0940040D Application corresponding to DNIS(647) found in current tenant object GenLab App: NewTesting
2017-04-18T20:57:31.941 Trc 20002 NOTE 00000000-00000000 2712 0940040D IVR Profile <NewTesting> is selected for the Tenant <GenLab> for the call <B6722EF4-8682-4AF7-9AA7-2B020C687E3C-5@192.168.3.43>
2017-04-18 20:57:31.941 DBUG 00000000-00000000 2712 09400901 PolicyDataStoreObjects.cxx:1397 VoiceXML Script URL is not set for Application [NewTesting]
2017-04-18T20:57:31.941 Trc 20002 NOTE 00000000-00000000 2712 0940040C Session-ID:365EBC2F-30DE-4DEB-A0AB-CDEB4506AAE4 | Call-ID:B6722EF4-8682-4AF7-9AA7-2B020C687E3C-5@192.168.3.43 | SERVICE TYPE: voicexml
2017-04-18 20:57:31.941 DBUG 00000000-00000000 2712 09400901 GVPRMLocationService.cxx:100 Calling RequestResource: voicexml UseSameGateway: always TenantDBID: 101
2017-04-18 20:57:31.941 DBUG 00000000-00000000 2712 09400217 GVPRMProvTable.cxx:1234 Call to GetLogicalResourcesByServiceTypeAndCapability failed possibly non-matching servicetype: voicexml or no logical resource configured for servicetype
2017-04-18 20:57:31.941 DBUG 00000000-00000000 2712 09400217 GVPRMProvTable.cxx:1234 Call to GetLogicalResourcesByServiceTypeAndCapability failed possibly non-matching servicetype: msml or no logical resource configured for servicetype
2017-04-18T20:57:31.941 Std 20029 EROR 00000000-00000000 2712 09400217 Cannot locate logical resource matching service type 0
2017-04-18T20:57:31.941 Std 20126 EROR 00000000-00000000 2712 0940023F ResourceModule RequestResource failed: -7 Call Session: 365EBC2F-30DE-4DEB-A0AB-CDEB4506AAE4
2017-04-18 20:57:31.941 DBUG 00000000-00000000 2712 09400901 CallImpl.h:1055 The call  is cleared
2017-04-18T20:57:31.941 Trc 20002 NOTE 00000000-00000000 2712 0940040D Cleared call session 365EBC2F-30DE-4DEB-A0AB-CDEB4506AAE4
2017-04-18 20:57:31.941 DBUG 00000000-00000000 2712 08500000 VGSIPTransportMgr.cxx:3474 VGSIPTransportMgr::ResolveDNS for 192.168.3.43:5080

cavagnaro · April 18, 2017, 3:51pm

In which tenant are you creating the objects?
Does your MCP has those Tenants on its Tab?

aravind_mano · April 19, 2017, 4:29am

I have only two tenants Environment (default) and GenLab. The MCP path is Environment\GVP_MCP_LogicalGroup_LRG\MCP_LogicalGroup\VP_MCP_850

In MCP application, both Environment & GenLab tenant were added. It is listed under ServerInfo tab.