CM 6.2: Getting UCID value 0 in contact analyzer report intermittently


Doc ID    SOLN298171
Version:    1.0
Status:    Published
Published date:    13 Oct 2016
Author:   
Abhishek Anand
 

Details


init@4079EDC02RAL> swversion
Operating system: Linux 2.6.18-238.AV2axen i686 i686
Built: Mar 23 17:55 2012

Contains: 02.0.823.0
CM Reports as: R016x.02.0.823.0
CM Release String: vcm-016-02.0.823.0
Publication Date: 27 December 2011

UPDATES:
Update ID Status Type Update description
------------------------------- ------------ ------- ---------------------------
02.0.823.0-21388 activated cold patch 21388 for 02.0.823.0
KERNEL-2.6.18-238.AV2a activated cold kernel patch KERNEL-2.6.18-June 30th

Customer getting UCID’s with all zeros in contact analyzer report
 

Problem Clarification

Getting UCID value 0 in the contact analyzer agent reports intermittently.

Agents whose UCID value showed correct one day , the next day the same agent's UCID value would show 0 in contact analyzer report.

 

Cause

Took MST traces and found that CM is passing UCID data.

Based on below MST we can see CM is sending the HEX encoded UCID.
12:02:33.111 |--INVITE-->| (623) - Inbound to CM
12:|User-to-User: 047E7C3831313730303333307C317C756E646566696E65647C756E64|
12:|6566696E65647C317C427573696E6573737C30343A3034;encoding=hex
12:02:33.114 |<--Session-| (623) 183 Session Progress - Outbound from CM
|User-to-User: 047E7c3831313730303333307c317c756e646566696e65647c756e64|
12:|6566696e65647c317c427573696e6573737c30343a3034%3bEncoding%3dhex


Captured CMS spi logs and found that CMS spi.logs there are 2 errors that reoccur many times the “SEIZED from SEIZED” error at 2 occurrences, and there is a “missing required SETUP” error that also occurs many hundreds of times.

As far as it goes it is an incorrect handling of the SIP REFER by CM in the resulting messages sent to CMS (i.e. a bug in CM software).  CM should not be sending the SETUP message it is sending, let alone reporting the message against the same real_ITN as the original incoming customer call, which in this case looks like to CMS a double SETUP having taken place on the real_ITN (or trunk) and that is not a valid action to CMS, so CMS throws an ERROR and ignores the call-segment (all of the data associated with the call-segment).

-> TIME20    TIME  11:26:00 TZ -4:00 yday 236    08/23/16 {UNIX: Tue Aug 23 11:25:07}
 
-> IDLE23    IDLE       :00 itn  x53e9  rabort= 0 size 11 msgseq 750915268 net 1 seq 2513 stamp $h1471965913
#  call x8683               recorded as other-inferflowed (CH#14589216-1)
 
-> SETUP22   SEIZED     :04 itn  x53e9  dir in  size 11 msgseq 750915357 net 1 seq 2722 stamp $h1471965964
#  call x86dd               UCID: 00001027221471965964
-> DNEVENT20 VDN        :04 itn  x53e9  iln x981 calls 4 size 15 msgseq 750915358 net 1 seq 2722 stamp $h14719659
64
#  call x86dd               VDN 1162031
-> VSTART20  VSTART     :04 itn  x53e9  vec 1427 size 12 msgseq 750915359 net 1 seq 2722 stamp $h1471965964
#  call x86dd
-> DIGITS20  ANI_SID    :04 itn  x53e9  digits $4692603465 size 18 msgseq 750915360 net 1 seq 2722 stamp $h147196
5964
#  call x86dd
 
-> TIME20    TIME  11:27:00 TZ -4:00 yday 236    08/23/16 {UNIX: Tue Aug 23 11:26:07}
 
-> DIGITS20  CPROMPT    :02 itn  x53e9  digits $# size 14 msgseq 750916847 net 1 seq 2722 stamp $h1471965964
#  call x86dd
-> DFWD23    DFWD       :02 itn  x53e9  vec 1465 ftype 0 ptype 0 prt 0 size 17 msgseq 750916848 net 1 seq 2722 st
amp $h1471965964 {to VDN}
#  call x86dd               VDN (vec 1465)
-> DNEVENT20 VDN        :02 itn  x53e9  iln x7cd size 13 msgseq 750916849 net 1 seq 2722 stamp $h1471965964
#  call x86dd               VDN 1162512
-> VSTART20  VSTART     :02 itn  x53e9  vec 1465 size 12 msgseq 750916850 net 1 seq 2722 stamp $h1471965964
#  call x86dd
-> DFWD23    DFWD       :02 itn  x53e9  ftype 1 ptype 0 prt 0 size 14 msgseq 750916851 net 1 seq 2722 stamp $h147
1965964 {interflow}
#  call x86dd               interflow
 
-> TIME20    TIME  11:28:00 TZ -4:00 yday 236    08/23/16 {UNIX: Tue Aug 23 11:27:07}
 
-> TIME20    TIME  11:29:00 TZ -4:00 yday 236    08/23/16 {UNIX: Tue Aug 23 11:28:07}
 
SIP BLIND REFER here
 
-> SETUP22   SEIZED     :57 itn  x53e9  dir in  size 11 msgseq 750921561 net 1 seq 2722 stamp $h1471965964
#  call x86dd               ERROR SEIZED    from SEIZED    is illegal
#                           call x86dd ignored
<- CPERROR7  ERROR          itn  x53e9  opcode 254 pos x0
-> DNEVENT20 VDN        :57 itn  x53e9  iln x30a calls 3 size 15 msgseq 750921562 net 1 seq 2722 stamp $h147196596
4
#                           WARNING missing required SETUP message
#  call x893e               VDN 1162001
-> VSTART20  VSTART     :57 itn  x53e9  vec 1406 size 12 msgseq 750921563 net 1 seq 2722 stamp $h1471965964
#  call x893e
-> DIGITS20  ANI_SID    :57 itn  x53e9  digits $4692603465 size 18 msgseq 750921564 net 1 seq 2722 stamp $h1471965
964
#  call x893e
 
-> TIME20    TIME  11:30:00 TZ -4:00 yday 236    08/23/16 {UNIX: Tue Aug 23 11:29:07}
 
-> QUEUED23  QUEUED     :05 itn  x53e9  sp 572 pri 1 ewt 30 qcalls= 2 size 18 msgseq 750921825 net 1 seq 2722 stam
p $h1471965964
#  call x893e               queued to 572 (med)
 

The issue was found to be with the CMS ECH filter.

Solution

The issue was with the CMS ECH filter. 
 
 
The ech filter works by making two passes through the ECH data:
 
1) The first pass filters the call segments that directly match the filtering criteria (skills 1-100 for example).
 
2) The list of UCID’s from the call segments in step 1 are then used to make a second pass through the data to get all the corresponding call segments that may not directly match the filtering criteria. This is to handle conferences, transfers, etc. These segments are part of the cradle-to-grave call chain.
 
The root of the problem is that if a call segment from step 1 has a UCID of zero then step 2 will match all other call segments that have a UCID of zero.

New ECH filter was implemented after which the contact analyzer report showed correct UCID value.


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