Troubleshoot VXML Gateway Audio Recording Limitation Setting

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:

And 32 seconds later stops (256kb)

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)

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