Problem with Digital Receptionist v7

[Driss]

Hi,

I'm having problems configuring the Digital Receptionist in version 7. As soon as the an external call comes through the DID I get error saying 'an error occured in ivr session, sorry'.

I'm running Windows Server 2003 SBS and fresh installation of 3cx v7. all ports are open correctly, with the firewall check all passed. If I set the DID to call an extention number it goes straight through (DR has been configured with an ivr recording). Extention numbers are using 3 digits.

below is a list of the system log

22:23:35.266|.\Line.cpp(311)|Log2||LineCfg::getInboundTarget:[CM503012]: Inbound out-of-office hours rule for 10000 forwards to DN:800<br>
22:23:35.407|.\CallCtrl.cpp(135)|Log2||CallCtrl:nIncomingCall:[CM503001]: Call(8): Incoming call from 07500777***@(Ln.10000@VOIPFONE) to <sip:[email protected]:5060><br>
22:23:35.407|.\Line.cpp(1110)|Log2||Line:rintEndpointInfo:[CM505003]: Provider:[VOIPFONE] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Voipfone Sip Network] Transport: [sip:192.168.1.253:5060]<br>
22:23:35.407|.\CallCtrl.cpp(295)|Log3||CallCtrl:nSelectRouteReq:[CM503010]: Making route(s) to <sip:[email protected]:5060><br>
22:23:35.407|.\CallCtrl.cpp(404)|Log2||CallCtrl:nSelectRouteReq:[CM503004]: Call(8): Calling: Ext:Ext.800@[Dev:sip:[email protected]:40600;rinstance=c93f90a69d0d644f]<br>
22:23:35.922|.\CallCtrl.cpp(212)|Log3||CallCtrl:nAnsweredCall:[CM503002]: Call(8): Alerting sip:[email protected]:40600;rinstance=c93f90a69d0d644f<br>
22:23:35.922|.\Extension.cpp(922)|Log3||Extension:rintEndpointInfo:[CM505001]: Ext.800: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX IVR;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX IVR] Transport: [sip:127.0.0.1:5060]<br>
22:23:35.938|.\CallCtrl.cpp(524)|Log2||CallCtrl:nLegConnected:[CM503007]: Call(8): Device joined: sip:07500777***@195.189.173.10:5060<br>
22:23:35.938|.\CallCtrl.cpp(524)|Log2||CallCtrl:nLegConnected:[CM503007]: Call(8): Device joined: sip:[email protected]:40600;rinstance=c93f90a69d0d644f<br>
22:23:38.922|.\Extension.cpp(310)|Log2||ExtnCfg::updateContact:[CM504001]: Ext.101: new contact is registered. Contact(s): [sip:[email protected]:5060/101]<br>
22:23:41.766|.\Call.cpp(760)|Log2||Call::Terminate:[CM503008]: Call(8): Call is terminated<br>
22:23:41.766|.\Call.cpp(760)|Log2||Call::Terminate:[CM503008]: Call(8): Call is terminated<br>
22:23:42.391|.\Extension.cpp(310)|Log2||ExtnCfg::updateContact:[CM504001]: Ext.103: new contact is registered. Contact(s): [sip:[email protected]:5060/103, sip:[email protected]:5060/103]<br>
22:23:48.360|.\Extension.cpp(310)|Log2||ExtnCfg::updateContact:[CM504001]: Ext.102: new contact is registered. Contact(s): [sip:[email protected]:5060/102]<br>
22:24:07.032|.\Extension.cpp(310)|Log2||ExtnCfg::updateContact:[CM504001]: Ext.101: new contact is registered. Contact(s): [sip:[email protected]:5060/101]<br>
22:24:10.500|.\Extension.cpp(310)|Log2||ExtnCfg::updateContact:[CM504001]: Ext.103: new contact is registered. Contact(s): [sip:[email protected]:5060/103

Below is the list of the ivr log;

22:23:36.047|0e7c|(0):Error! Module '3CX.com.vxi'. Error ID 999. messageXML parsing error in file http://localhost:5484/ivr_start.aspx?IVRHandlerFROM=07500777666&IVRHandlerMENU=800&IVRHandlerTO=800&ISID=From_07500777666_To_800_Menu_800_%230%2F6, line 1: Invalid document structure
22:23:36.047|0e7c|(0):Error! Module '3CX.com.vxi'. Error ID 205. urihttp://localhost:5484/ivr_start.aspx?IVRHandlerFROM=07500777666&IVRHandlerMENU=800&IVRHandlerTO=800&ISID=From_07500777666_To_800_Menu_800_%230%2F6
22:23:36.047|0e7c|.\api\VXIpromptImpl.cpp(212):IvrDll, VXIpromptImpl::Impl::Queue(), Error! A serious error within IVR session
22:23:41.719|0e7c|.\VXIMachine.cpp(1704):IvrDll, VXIMachine::EndSession(), Warning! Session 0x00C5F980 not found

Any help would be gratefully received

Regards

Driss

 

[Kevin Attard Compagno]

Hi there.

There are a couple of issues with the IVR which will be addressed with a maintenance release due shortly that may help address this for you.

Meanwhile, if you could do the following:

1. set logging to verbose
2. restart all services
3. generate a call that shows this issue
4. generate a support info file and attach it to this ticket

...we will have a look at it and try to help addressing the issue.

Regards

Kevin

 

[Driss]

Hi Kevin,

Thanks for the update, I've attached the support log file.

Regards

Driss

 

[Kevin Attard Compagno]

Hi there

We are looking into this. Thanks for the information.

Regards

Kevin

 

[Kevin Attard Compagno]

Hi

Please advise whether your IIS install has HTML compression turned on or off.

If its on, please try turning it off and advise whether this resolves things for you.

Regards

Kevin

 

[Driss]

We have partial success!

Disabling compression did the trick. Now calls are answered by the DR but when an option is selected other than repeat prompt I get the the same error' an error occured in ivr session, sorry'

I've generated another log file and attached it.

Thanks for you help so far.

Driss

 

[Driss]

Just to follow up, I only disabled compression on the 'ivr' site and not the whole iis installation.

Regards

Driss

 

[tommyw]

I have the same problem after upgrading to v7. Call-by-name works but is is not possible to dial the extension directly. I checked the HTML compression and it is off. Unfortunately I have no errors in log although I set it on verbose. Also tried setting up another IVR but it gives the same error. This occurs both with external and internal calls.

Hope the maintenance package comes soon available because the users are getting agitated :twisted:

 

[Kevin Attard Compagno]

Hi there

There are no logs attached. I need them to look at this any further.
Also, are you using the default promptset? Or have you made any customisations?
Also, if you disable HTTP compression for all of IIS temporarily, does the problem go away?

Regards

Kevin

 

[Driss]

Hi Keven

Solved again. It was configured to use the UK English prompt set so I changed back to the default English prompt set and now all is well.

FYI: I changed back to the UK English prompt set and it still worked.

Thanks for all of help.

Regards

Driss

 

[tommyw]

I cannot see any errors in log but here it is anyway

09:25:50.604 [CM503008]: Call(29): Call is terminated

09:25:40.526 Session 32263 of leg C:29.1 is confirmed

09:25:40.166 [CM503007]: Call(29): Device joined: sip:[email protected]:40600;rinstance=fb1ba9495d185c78

09:25:40.166 [CM503007]: Call(29): Device joined: sip:[email protected]:5060;user=phone

09:25:40.151 [MS210005] C:29.1:Answer provided. Connection(proxy mode):192.168.32.124:7120(7121)

09:25:40.151 [MS210001] C:29.2:Answer received. RTP connection: 127.0.0.1:40640(40641)

09:25:40.151 Remote SDP is set for legC:29.2

09:25:40.135 [CM505001]: Ext.8000: Device info: Device Identified: [Man: 3CX Ltd.;Mod: Voice Mail Menu;Rev: 1] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX Voice Mail Menu] Transport: [sip:127.0.0.1:5060]

09:25:40.119 [CM503002]: Call(29): Alerting sip:[email protected]:40600;rinstance=fb1ba9495d185c78

09:25:39.541 [MS210004] C:29.2:Offer provided. Connection(proxy mode): 127.0.0.1:7122(7123)

09:25:39.526 [CM503004]: Call(29): Calling: Ext:Ext.8000@[Dev:sip:[email protected]:40600;rinstance=fb1ba9495d185c78]

09:25:39.526 [CM503010]: Making route(s) to <sip:[email protected]>

09:25:39.526 [MS210000] C:29.1:Offer received. RTP connection: 192.168.32.29:32722(32723)

09:25:39.510 Remote SDP is set for legC:29.1

09:25:39.510 [CM505001]: Ext.2244: Device info: Device Identified: [Man: Cisco;Mod: 7940;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Cisco-CP7940G/7.5] Transport: [sip:192.168.32.124:5060]

09:25:39.510 [CM503001]: Call(29): Incoming call from Ext.2244 to <sip:[email protected]>

09:25:39.323 [CM500002]: Info on incoming INVITE:

INVITE sip:[email protected] SIP/2.0

Via: SIP/2.0/UDP 192.168.32.29:5060;branch=z9hG4bK3863fc31

Max-Forwards: 70

Contact: <sip:[email protected]:5060>

To: <sip:[email protected]>

From: "2244"<sip:[email protected]>;tag=000d65368b8b01cf3ea1571e-014ca9c2

Call-ID: [email protected]

CSeq: 102 INVITE

Expires: 180

Date: Mon, 12 Jan 2009 08:25:39 GMT

Proxy-Authorization: Digest username="2244",realm="3CXPhoneSystem",uri="sip:[email protected]",response="8acd3765d8f6fcc8717d2203e1938f84",nonce="12876222339:cc1dd6a365695a93f25dd8345498a049",algorithm=MD5

User-Agent: Cisco-CP7940G/7.5

Content-Length: 0

I've been trying to switch between different prompt sets without success. The same "an error quit IVR session, sorry" always.

What I'm worried about is that our upgrade insurance end at Jan 17th. If a patch can be provided which can be installed not as an upgrade but as an executable etc, I'd be very grateful.

 

[Kevin Attard Compagno]

Hi there

Please be aware that a maintenance release will be made available in the coming days. Since the Major version number will still be Version 7, it will be available to all users who are already on Version 7, and is not dependent on having Upgrade Insurance.

Several fixes will be implemented with this maintenance release.

If after the release you still have issues, please revive this post and provide the full Support Info file after taking the pbx to verbose mode and restarting all services - we will look into the issue to provide some direction.

Regards

Kevin

 

[tommyw]

Whooh... thank you so much for the info!! :lol:

Is it so that if I do not restart the services the verbose mode will not activate, i.e. it is not enough just to set verbose mode without restarting the services?

 

[Kevin Attard Compagno]

Hi there

Setting to verbose is insufficient. The PBX will only go to verbose logs after a service restart.

Regards

Kevin

 

[tommyw]

This is the log in verbose mode, cannot see anything that would help me


08:50:30.053 [CM503008]: Call(3): Call is terminated

08:50:18.991 Session 2353 of leg C:3.1 is confirmed

08:50:18.584 [CM503007]: Call(3): Device joined: sip:[email protected]:40600;rinstance=b4695381660cf310

08:50:18.584 [CM503007]: Call(3): Device joined: sip:[email protected]:5060;user=phone

08:50:18.584 [MS210005] C:3.1:Answer provided. Connection(proxy mode):192.168.32.124:7012(7013)

08:50:18.569 [MS210001] C:3.2:Answer received. RTP connection: 127.0.0.1:40610(40611)

08:50:18.569 Remote SDP is set for legC:3.2

08:50:18.553 [CM505001]: Ext.8000: Device info: Device Identified: [Man: 3CX Ltd.;Mod: 3CX MakeCall Helper;Rev: 1] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [3CX MakeCall helper] Transport: [sip:127.0.0.1:5060]

08:50:18.553 [CM503002]: Call(3): Alerting sip:[email protected]:40600;rinstance=b4695381660cf310

08:50:18.037 [MS210004] C:3.2:Offer provided. Connection(proxy mode): 127.0.0.1:7014(7015)

08:50:18.037 [CM503004]: Call(3): Calling: Ext:Ext.8000@[Dev:sip:[email protected]:40600;rinstance=b4695381660cf310]

08:50:18.037 [CM503010]: Making route(s) to <sip:[email protected]>

08:50:18.022 [MS210000] C:3.1:Offer received. RTP connection: 192.168.32.29:21230(21231)

08:50:18.022 Remote SDP is set for legC:3.1

08:50:18.022 [CM505001]: Ext.2244: Device info: Device Identified: [Man: Cisco;Mod: 7940;Rev: General] Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Cisco-CP7940G/7.5] Transport: [sip:192.168.32.124:5060]

08:50:18.006 [CM503001]: Call(3): Incoming call from Ext.2244 to <sip:[email protected]>

Anyway, thanks for all your help you've provided!

 

[Kevin Attard Compagno]

Hi there

To obtain all the verbose logs, you will need to generate a Support Info file and attach it to the post. That way we can understand better at which point in the process a failure may have occurred.

Regards

Kevin

 

[tommyw]

I just updated to v7.0.4744.0 and now everything seems to be working. Thank You for addressing this quickly :lol: