Troubleshoot VXML Gateway Audio Recording Limitation Setting

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Updated:September 23, 2016

Document ID:200682

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Table of Contents
          Introduction
          Prerequisites
               Requirements
               Components Used
          Problem
          Troubleshoot
          Solution

Introduction

This document describes how to troubleshoot a problem related to audio recording between Cisco Customer Voice Portal (CVP) Call Studio applications and Cisco Voice XML (VXML) gateways.

Contributed by Taylan Kucuk , Cisco TAC Engineer.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

CVP Server
CVP Call Studio
Cisco VXML Gateways
Cisco Unified Intelligent Contact Management (ICM), Cisco Unified Contact Center Enterprise (UCCE) Deployments

Components Used

The information in this document is based on:

CVP Server version 9.0

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.

Problem

In a call studio application, like for example Courtesy Callback (CallbackEntry), the system record the name of the caller for 32 sec where as in call studio application in the audio node property it is set as max record time as 180 sec.

Troubleshoot

Step 1. Enable VXML gateway logs.

debug vxml application all (lab environment only)

Step 2. Collect Activity logs from the applicaton, located on C:\Cisco\CVP\VXMLServer\Applications\{application}\Logs\ActivityLog\

From the activity logs you can see that the Record element sarts:

Spoiler

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:02.927,Record_01,enter,
10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:02.927,Record_01,interaction,audio_group,initial_audio_group

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:02.927,Record_01,enter,10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:02.927,Record_01,interaction,audio_group,initial_audio_group

And 32 seconds later stops (256kb)

Spoiler

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,duration,32000
10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,size,256000
10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,maxtime,false
10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,filename,+911244358000_20130828_015802.wav
10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,filepath,C:\Temp\+911244358000_20130828_015802.wav
10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,exit,done

10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,duration,3200010.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,size,25600010.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,maxtime,false10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,filename,+911244358000_20130828_015802.wav10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,data,filepath,C:\Temp\+911244358000_20130828_015802.wav10.186.14.2.1377669482865.23.CallBack,08/28/2013 01:58:41.005,Record_01,exit,done

Step 2. Collect VXML gateway logs.

On the VXML GW yousee the error (mr_stop_record: mc=0x3D19748, cause=MS_STOP_MAX_MEM, STOPPING, RAM)

Spoiler

010331: Aug 28 05:58:28.805: mr_stream_save_voice: data returned from vsp: 32000
010332: Aug 28 05:58:32.805: mr_stream_save_voice: data returned from vsp: 32000
010333: Aug 28 05:58:36.801: mr_stream_save_voice: data returned from vsp: 32000
010334: Aug 28 05:58:40.801: mr_stream_save_voice: data returned from vsp: 32000
010335: Aug 28 05:58:40.825: $ mr_vsp_notify_callback: msfc evt 0x1000 cid=0x2B7679
010336: Aug 28 05:58:40.825: $ mr_vsp_notify_callback: data exceeds max, mc=0x3D19748, cid=0x2B7679
010337: Aug 28 05:58:40.825: //2848377//MSM :/mr_stop_record: mc=0x3D19748, cause=MS_STOP_MAX_MEM, STOPPING, RAM
010338: Aug 28 05:58:40.825: mr_vsp_flush_stream: stream=0x15ED57B8, cid=0x2B7679
010339: Aug 28 05:58:40.825: mr_stream_save_voice: data returned from vsp: 160
010340: Aug 28 05:58:40.825: MAX MEM reached: delta 160 maxmem: 256000

010331: Aug 28 05:58:28.805: mr_stream_save_voice: data returned from vsp: 32000010332: Aug 28 05:58:32.805: mr_stream_save_voice: data returned from vsp: 32000010333: Aug 28 05:58:36.801: mr_stream_save_voice: data returned from vsp: 32000010334: Aug 28 05:58:40.801: mr_stream_save_voice: data returned from vsp: 32000010335: Aug 28 05:58:40.825: $ mr_vsp_notify_callback: msfc evt 0x1000 cid=0x2B7679010336: Aug 28 05:58:40.825: $ mr_vsp_notify_callback: data exceeds max, mc=0x3D19748, cid=0x2B7679010337: Aug 28 05:58:40.825: //2848377//MSM :/mr_stop_record: mc=0x3D19748, cause=MS_STOP_MAX_MEM, STOPPING, RAM010338: Aug 28 05:58:40.825: mr_vsp_flush_stream: stream=0x15ED57B8, cid=0x2B7679010339: Aug 28 05:58:40.825: mr_stream_save_voice: data returned from vsp: 160010340: Aug 28 05:58:40.825: MAX MEM reached: delta 160 maxmem: 256000

Solution

In the VXML gateway, Increase the IVR record memory session with this command.

gw(config)#ivr record memory session? <0-256000> memory in Kbytes

Contributed by Cisco Engineers

Taylan Kucuk
Cisco TAC Engineer

Troubleshoot VXML Gateway Audio Recording Limitation Setting

Available Languages

Download Options

Bias-Free Language

Introduction

Prerequisites

Requirements

Components Used

Problem

Troubleshoot

Solution

Contributed by Cisco Engineers

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