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Updated:September 23, 2016
Document ID:200682
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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:
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:
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
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