Cisco Unified Customer Voice Portal

Document ID: 30282

Contents

Introduction
Before You Begin
      Conventions
      Prerequisites
      Components Used
Problem
Resolution
Related Information

Introduction

This document describes the informational message,

INFORMATIONAL:Entering fully loaded state, going out of 
  service - Ports are all busy on group ICM Translation Routing

as seen in the Internet Service Node (ISN) Application Server log. This can occur intermittently making it difficult to determine the cause without inspecting the logs.

Before You Begin

Conventions

For more information on document conventions, see the Cisco Technical Tips Conventions.

Prerequisites

Readers of this document should be knowledgeable of the following:

• Cisco ISN configuration and troubleshooting

• Cisco Intelligent Contact Management (ICM) installation and configuration

• Voico over IP (VoIP) technology

Components Used

The information in this document is based on the software and hardware versions below.

• Cisco ICM version 4.6.x or later

• Cisco ISN 1.0 or later

The information presented in this document was created from devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If you are working in a live network, ensure that you understand the potential impact of any command before using it.

Problem

The Voice Browser processes Public Switched Telephone Network (PSTN) and IP telephone calls, converts the voice signals into events for processing by the Application Server, and acts upon VoiceXML (VXML) commands received from the Application Server.

The Application Server is a web server application that interprets messages from the Cisco ICM software and generates VXML documents that it uses to communicate with the Voice Browser.

Since the Voice Browser and Application Server communicates with each other, you must inspect both logs in the process of troubleshooting Cisco ISN problems. In the following Voice Browser log, the log only reveals that the Voice Browser goes out of service and shows no reason why it happens. But in the corresponding Application Server log, it clearly indicates that since the Application Server has no more ports available (ports all busy), it goes out of service. In conjunction with this incident, the Voice Browser goes out of service accordingly.

Voice Browser Sample Log

14:28:16 VoiceBrowser-VB Trace: INFO: LongPoll 
  Failed -- Got OUT_OF_SERVICE from App Server 
14:28:20 VoiceBrowser-VB Trace: 00004471: CALLFLOW: 
  Disconnecting caller because agent hung up during IP 
  transfer : DNIS = 0105150590 : 40280cfc-c394-11d3-
  822a-fd2390f4f43f 
14:28:20 VoiceBrowser-VB Trace: 00004471: CALLFLOW: IP 
  transfer - caller hung up or was disconnected : DNIS = 
  0105150590 : 40280cfc-c394-11d3-822a-fd2390f4f43f 
14:28:20 VoiceBrowser-VB Trace: 00004471: CALLFLOW: 
  Call ended : DNIS = 0105150590 : 40280cfc-c394-11d3-
  822a-fd2390f4f43f 
14:28:21 VoiceBrowser-VB Trace: 00004477: CALLFLOW: 
  New call: From TA:194.86.32.29:40408,NAME:ccasp-gw1@
  elisa.fi,022397442: To 010515200 : DNIS = 010515200 : 
  8ecef013-c394-11d3-823f-fd2390f4f43f 
14:28:21 VoiceBrowser-VB Trace: 00004477: CALLFLOW: Call 
  successfully established,  : DNIS = 010515200 : 
  8ecef013-c394-11d3-823f-fd2390f4f43f 
14:28:22 VoiceBrowser-VB Trace: INFO: LongPoll 
  Failed -- Got OUT_OF_SERVICE from App Server
14:28:22 VoiceBrowser-VB Voice Browser to Application
  Server localhost:8000 connection unsuccessful. 
14:28:22 VoiceBrowser-VB Voice Browser cannot access
  any Application Servers and is no longer accepting calls. 
14:28:22 VoiceBrowser-VB Voice Browser GEOXXX is 
  out of service.

Application Server Sample Log

14:28:05.625 EEDT %ISN-SS_HTTP-5-NOTIFICATION:HTTP request
  from 127.0.0.1, parameters:{ CALL_DNIS=15410109429541809,
  MSG_TYPE=CALL_NEW, CALL_ID=0218f681-4a0b-de1c-b3c5-5634343434ef,
  CALL_ANI=025353433, CALLCED=A }
14:28:05.625 EEDT %ISN-SS_TEL-3-ERROR:INTERNAL: Call 
  Definitions Group findAvailablePortFor: Port: null for Port: 
  ICM Pre Routing
14:28:05.625 EEDT %ISN-SS_TEL-3-ERROR:INTERNAL: Call
  Definitions Group routeEvent: Route Session: 
  ISNCiscoRouteSessionImpl:: ISNAddress: ISNRouteAddressImpl:: 
  Name:154101094295 Connection:null No Port available. Terminate 
  route session.
14:28:05.625 EEDT %ISN-SS_HTTP-6-INFORMATIONAL:Entering 
  fully loaded state, going out of service - Ports are all busy 
  on group ICM Translation Routing
14:28:05.625 EEDT %ISN-SS_HTTP-5-NOTIFICATION:Disconnecting call. 
  Reason=Rejected. VB=127.0.0.1:0218f681-4a0b-de1c-b3c5-5634343434ef
14:28:05.625 EEDT %ISN-SS_HTTP-4-WARNING:Application error 
  on http request from 127.0.0.1, params: { CALL_DNIS=15410109429541809,
  MSG_TYPE=CALL_NEW, CALL_ID=0218f681-4a0b-de1c-b3c5-5634343434ef, 
  CALL_ANI=025353433, CALLCED=A }, com.cisco.wf.subsystems.webcall.
  ISNPortsBusyException: Ports are all busy on request from: 
  0218f681-4a0b-de1c-b3c5-5634343434ef
14:28:10.500 EEDT %ISN-SS_HTTP-5-NOTIFICATION:HTTP request from 
  127.0.0.1, parameters:{ MSG_TYPE=LONG_POLL, TIMEOUT=3 }
14:28:16.531 EEDT %ISN-SS_HTTP-5-NOTIFICATION:HTTP request from 
  127.0.0.1, parameters:{ MSG_TYPE=LONG_POLL, TIMEOUT=3 }

During inital Cisco ISN configuration, the Voice Browser needs to know an Application Server to send requests to. Cisco ISN installation sets the default Application Server address to location:8000/servlet/isn. In the event that the Voice Browser cannot communicate with one or all Application Servers in the list it generates an alarm and takes itself out of service and refuses calls.

Resolution

To correct the above issue, you must access the Application Administrator tool on the Application Server. This tool provides a web browser interface that you can use to configure Cisco ISN. The step-by-step procedure is as follows:

1. Select Start > Programs > Cisco Internet Service Node > Application Server > Application Administrator.

2. Enter http://<HOST NAME>/AppAdmin and the Application Administration Main Page appears, as shown in Figure 1.

   Figure 1: Application Administration

   

3. Click Call Definitions . The Call Definitions page appears, as shown in Figure 2.

   Figure 2: Call Definitions

   

4. Click 200 under Group Number to access the Port Group Configuration (ID from ICM) page, as shown in Figure 3.

   Figure 3: Port Group Configuration

   

5. Increase the Last Port number accordingly.

6. Click Update. The difference between Initial Port and Last Port plus 1 represents the number of calls that can be processed simultaneously.

7. When finished, link to another page or select File > Close to close the Application Administrator.

Related Information

• Cisco ISN Documentation
• Technical Support - Cisco Systems