This document addresses the problem of calls that are not registered in the Termination_Call_Detail table when routed to a Voice Response Unit (VRU) or Interactive Voice Response (IVR).
This document is also applicable to a scenario when the VRU Peripheral Interface Manager (PIM) logs contain this error message:
PGXY-pim1 VRU Status (18) Message Received From VRU Out of Sequence. Ignoring
Where X is 1, 2, ,3, 4 or 5.... &
Y is side A or B
This error is displayed on the PIM process window on a Peripheral Gateway (PG), or when you view the VRU PIM log. You can use the Dumplog Utility to view the VRU PIM log.
Readers of this document should have knowledge of these topics:
Cisco Intelligent Contact Management (ICM) PG functions
Microsoft SQL Query Utilities (Query Analyzer for Microsoft SQL Server version 7.0 or ISQL_W for Microsoft SQL Server version 6.5)
How to Use the Dumplog Utility
The information in this document is based on these software and hardware versions:
Cisco ICM 4.5.x and later
Microsoft Windows NT 4.0 and Windows 2000
Microsoft SQL Server versions 6.5 and 7.0
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.
For more information on document conventions, refer to the Cisco Technical Tips Conventions.
You notice 0 calls when you run the following Microsoft SQL query with Microsoft ISQL_w or Query Analyzer on an Admin Workstation (AW) for the Peripheral ID used by the VRU/IVR:
select * from Termination_Call_Detail where PeripheralID = XXXX
and DateTime > 'Aug 01 2000 00:00'
After you run this query, the VRU PIM logs display this error message:
PGXY-pim1 VRU Status (18) Message Received From VRU Out of Sequence.
Ignoring Where X is 1, 2, ,3, 4 or 5.... &
Y is side A or B
This error is generated by the VRU PIM when the interface between a VRU/IVR and PG is not set correctly. The VRU Application Programming Interface (API) allows the user to check and change the kind of interface used. Cisco recommends that you verify with the customer or the VRU/IVR vendor for the supported interfaces. The supported interfaces are:
After you confirm that the interface version is supported by VRU/IVR, run the Set Up program for verification, or to change it to a supported interface.