CM , SM , Genesys VP: CM is not sending ACK to GVP when user does single step Transfer on CRM application

Doc ID    SOLN241205
Version:    3.0
Status:    Published
Published date:    20 Jun 2018
Created Date:    04 Dec 2013
Author:   
sarya
 

Details

CM 6.2 Patch :20558

Phone type : 4610

SM

CRM application

SBCE

Problem Clarification

ISDN  call lands on  CM ,through SIP  call routed to SM and then to GVP ,GVP return the call to SM and then CM   agent..

Once the agent finishes the call, Agent transfers to GVP for filling the customer satisfaction survey agent transfer the call  to GVP.Agent is using CRM application and from CRM application press single step transfer and dial the survey VDN that goes to GVP.

when call is transferred to GVP ,  GVP is  sending session progress and 200 OK but ito this 200 OK message CM is not sending ACK  and survey is incomplete.

On CRM application they have  2 options to transfer the call to GVP through SM.

One is Single step conference  and the other option is TWO step conference.

if agent press Two step conference then the survey call is successful.

In two step conference mode , agent press the 2 step conference button dials the VDN and then press the Two step transfer icon on CRM application.

*** Another example where transfer from Genesys IVR sends a REFER back to a SIP carrier might result in a 405 METHOD NOT ALLOWED

Cause

Issue from GVP side  with the HEADER :-

captured Debug traces for  Good and Bad call scenario.  

From bad call scenario identified the issue ,

Issue is with parsing of the 183 Session progress and 200 OK type messages. The debug message indicate that there are some issues with “White Space” and CRLF (carriage return line feed) which is mandatory for SIP messages

 saw the following error messages in bad scenario (single step  transfer) in debug trace

wrong with header “X-Genesys-PegAGTypoI>=9: 1”
 
# 20131119 114727760 11412972 capro 17009  MED  Missing Expected ' ' to follow header name
# 20131119 114727760 11412973 capro 17009  MED  Missing Expected CR/LF to terminate headers.
 
As per RFC 3261:
 
extension-header = header-name HCOLON header-value
header-name = token
header-value = *(TEXT-UTF8char / UTF8-CONT / LWS)
message-body = *OCTET
 
and
 
token = 1*(alphanum / "-" / "." / "!" / "%" / "*"
/ "_" / "+" / "‘" / "’" / " ̃" )
 
separators = "(" / ")" / "<" / ">" / "@" /
"," / ";" / ":" / "\" / DQUOTE /
"/" / "[" / "]" / "?" / "=" /
"{" / "}" / SP / HTAB
 
word = 1*(alphanum / "-" / "." / "!" / "%" / "*" /
"_" / "+" / "‘" / "’" / " ̃" /
"(" / ")" / "<" / ">" /
":" / "\" / DQUOTE /
"/" / "[" / "]" / "?" /
"{" / "}" )
 
So special characters like ‘>’ and ‘=’ are not allowed in the header field.
 
*** Another example of a failed xfer from Genesys involving SIP trunking via AVAYA Session Border Controller where the REFER from Genesys was not supported by the SIP carrier, Century Link.

Solution

Gave recommendations to do modifications on Genesys side to modify the HEADER

 

modified the genesys routing strategies, eliminating the invalid characters like >,< . and then issue is resolved.
 

*** To fix a non-supported REFER from Genesys, use refer handling on the SIP trunks interworking server profile on the AVAYA SBCE.


Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy