ACR 12.0.1 Stops recording

[Juancho2015]

Hi there. Looking for help
I'm starting to provide support on a previously installed platform that includes CM 6.3 with G650s and MEDPROs , AES 6.3, and ACR 12.0.1

It has been observed that ACR suddenly stops recording without warnings. Looking at ACR and lynux logs I'm unable to find events that seem to be related to the failure. Service can be restored after a system reboot.

Seen in ACR logs:
com.swhh.csta.d.k - Attempting to join 833168/98036 (DMCC:98036) to CM-1472 Attempt=55 Callid=1472

com.swhh.csta.d.k - Exception adding call party: CSTAUniversalFailureConfEvent
error=privilegeViolationOnSpecifiedDevice

[TSAPIEvent-1] WARN com.swhh.cs.b.t - Recording mode rule not configured properly. No device type set.

INFO com.swhh.csta.d.k - Attempting to join 833168/98027 (DMCC:98027) to CM-1510 Attempt=2 Callid=1510

[queue.name.tsapiconf-9] WARN com.swhh.csta.d.k - Exception adding call party: CSTAUniversalFailureConfEvent
error=privilegeViolationOnSpecifiedDevice
com.swhh.cti.a.i: CSTAUniversalFailureConfEvent
error=privilegeViolationOnSpecifiedDevice
at com.swhh.cti.a.q.a(SourceFile:274)
at com.swhh.csta.d.m.a(SourceFile:781)
at com.swhh.csta.d.m.run(SourceFile:731)
at com.swhh.c.a.h.run(SourceFile:246)
at com.swhh.c.a.b.run(SourceFile:202)
at java.lang.Thread.run(Unknown Source)

com.swhh.csta.d.k - Attempting to join 833168/98036 (DMCC:98036) to CM-1472 Attempt=65 Callid=1472

INFO com.swhh.csta.a.a.y - Destroying dynamic T11489#1

Call 1558 cleared before snapshot completed

INFO com.swhh.csta.a.a.y - Destroying external 02902496767

INFO com.swhh.csta.a.a.y - Destroying dynamic T10307#1

WARN com.swhh.csta.d.k - Exception adding call party: CSTAUniversalFailureConfEvent
error=invalidCalledDevice
com.swhh.cti.a.i: CSTAUniversalFailureConfEvent
error=invalidCalledDevice
at com.swhh.cti.a.q.a(SourceFile:274)
at com.swhh.csta.d.m.a(SourceFile:781)
at com.swhh.csta.d.m.run(SourceFile:731)
at com.swhh.c.a.h.run(SourceFile:246)
at com.swhh.c.a.b.run(SourceFile:202)
at java.lang.Thread.run(Unknown Source)

WARN com.swhh.csta.d.k - Abandoning single-step attempts on CM-1444 - inferring teardown.WARN com.swhh.csta.d.k - Abandoning single-step attempts on CM-1444 - inferring teardown.

WARN com.swhh.cscm.b.a - redundant listen state change


Any ideas? help will be highly appreciated.

Thanks in advance.

 

[kyle555]

What are the called/calling party restrictions in that station/agent's COR? Some knowledge base articles refer to settings them to "none

 

[Juancho2015]

This is an example COR:

FRL: 7 APLT? y
Can Be Service Observed? y Calling Party Restriction: none
Can Be A Service Observer? n Called Party Restriction: none
Time of Day Chart: 1 Forced Entry of Account Codes? n
Priority Queuing? n Direct Agent Calling? n
Restriction Override: none Facility Access Trunk Test? n
Restricted Call List? n Can Change Coverage? n

Access to MCT? y Fully Restricted Service? n
Group II Category For MFC: 7 Hear VDN of Origin Annc.? n
Send ANI for MFE? n Add/Remove Agent Skills? n
MF ANI Prefix: Automatic Charge Display? n
Hear System Music on Hold? y PASTE (Display PBX Data on Phone)? n
Can Be Picked Up By Directed Call Pickup? n
Can Use Directed Call Pickup? n
Group Controlled Restriction: inactive


CLASS OF RESTRICTION

MF Incoming Call Trace? n
Brazil Collect Call Blocking? n
Block Transfer Display? n
Block Enhanced Conference/Transfer Displays? y
Remote Logout of Agent? n


Station Lock COR: 84 TODSL Release Interval (hours):
ASAI Uses Station Lock? n




Station-Button Display of UUI IE Data? n
Service Observing by Recording Device? y
Can Force A Work State Change? n
Work State Change Can Be Forced? y
Restrict Second Call Consult? n


ERASE 24XX/14XX/94XX USER DATA UPON
Dissociate or unmerge this phone: none
EMU login or logoff at this phone: none
Mask CPN/NAME for Internal Calls? n

SAC/CF Override by Team Btn? n Priority Call? n Dialing? n
SAC/CF Override Protection for Team Btn? n Priority Call? n Dialing? n



one-X Server Access? y
Team Btn Silent if Active? n Priority Ring? n
Team Btn Display Name? n Pick Up by Going Off Hook? n

Outgoing Trunk Disconnect Timer (minutes):
Outgoing Trunk Alerting Timer (minutes):

All inter COR are granted.

 

[kyle555]

maybe give restriction override all, otherwise, trace it on the aes and figure out why it might not be happy about it.

I've seen issues with applications that integrate through AES where they hog resources of which AES has a limited pool and don't release them.

What system do you have to reboot to restore service?

Either way, if you've got Avaya support on the system and can get serious logs from CM/AES/ACR, I think they should be able to find the source of the problem. Without Avaya support, finding out what AES is saying when that CSTA failure happens would be my next step.

 

[Juancho2015]

I've found some misconfigurations in related IP-Codec-Set (the one assigned to DMCC stations; assignements differ from installation manual. As per manual, only G711mu and G729A should be assigned, frames per packet mustbe set to "6", IP-IP direct multimedia must be off and encription must be "none and "aes". All these parameter were different in actual configuration. Can this be the cause of failures and alarms?

 

[kyle555]

Possibly! Depends what DSPs in what gateways in what regions with what codec sets are available for any given call leg, as well as the network regions of the agent phones you're recording and the network region of the ACR stuff.

 

[Juancho2015]

Still getting the same alarms after IP-Codec-Set settings get corrected. Any piece of advice?

 

[kyle555]

maybe look more into AES logs, or /var/log/ecs in CM to get a better picture why it might be happening.

 

[Juancho2015]

Hi.
I'm about to reinstall ACR VM. Do you know how to build and use the kickstart script? Where can I download the appropriate Linux?