This document describes an issue in the Cisco IP Interactive Voice
Response (IVR) CallManager environment where calls are queued and then
terminated at 180 seconds and a possible workaround.
Readers of this document should have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Refer to the
Technical Tips Conventions for more information on document
The MIVR and JTAPI logs are generated under the path of
C:\Program Files\wfavvid\log on the IP IVR
CiscoMIVR01.log - CiscoMIVR10.log and CiscoJtapi01.log - CiscoJtapi10.log
On the IP IVR Server, open the CiscoMIVRxx.log for the time in question
to locate the problem. The levels of tracing shown in this example should be
turned up on the IP IVR process.
This is an example of a call followed by a cancel message 180 seconds
(3 minutes) later.
4656: Aug 28 11:50:16.640
GMT+200 %MIVR-SS_TEL-7-UNK:Call.received() ICMCall[id: 2, media: 1902/1,
state = RECEIVED, dn = 1230, ani = 1201, lrd = null, type = DIRECT_CALL,
route = null, port = null, task = -1, app = null, aborting = false, transferring
= false, disconnecting = false]
4865: Aug 28 11:53:17.015
GMT+200 %MIVR-LIB_ICM-7-MSG_RECEIVED:ICM message received:
4866: Aug 28 11:53:17.015
GMT+200 %MIVR-LIB_ICM-7-UNK:processing message done: ICM
For IP IVR trace, select AppAdmin >
Engine > Trace Configuration and click to
select SS_TEL, SS_ICM, and
Complete these steps to resolve this problem:
Select Start > Programs >
Configuration Manager on an AW to open the Configuration
Open Configure ICM.
Figure 1: Configuration Manager
Select Targets > Network VRU
Script > Network VRU Script
Click Retrieve. This pulls back the entire Network
VRU configuration and the Attributes window opens.
Figure 2: Attributes
Note: The Timeout field, which is required, is defined by the number of
seconds (the default is 180). This value is the number of seconds that Cisco
ICM should wait for a response after the routing client is directed to run the
script. If Cisco ICM does not receive a response from the routing client that
watches this time, it assumes the VRU script has failed.
Increase this timer to 3600 seconds or higher, based on the
business requirements for the location.
Note: There is a registry key on the Peripheral Gateway (PG) under the
Open Peripheral Controller (OPC) process called "MaxQueueTimeAllowedForCall".
This value has no effect on this problem.