UCCE Agent Whisper with CVP

Question

I am attempting to build out the Agent Whisper Feature in our Development lab, but I keep getting "IPIVR Whisper is disabled as the routing client CVP is not System PG" in Router Log Viewer.
I followed the configuration guide for Agent Whisper, but I suspect I missed something in my current configuration.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_5_1/configuration/guide/agwa85fg.pdf
My first guess was to look at the script, but I based my script on the script in the documentation.  Does anyone have any ideas on where I should look for this issue?  I will be glad to upload logs or screen shots if that helps.
Thanks!
Mike Cairns

Answer 1

I agree with braclarke.  It is most likely an issue with your ringtone.tcl.  If you look at the code you can see that there are several references to the Whisper feature.
# Script last modified by: chleblan
# Script Version: CVP_8_5_1_0_0_0_312
# Script Name: ringtone.tcl
# Script Lock Date: 4/24/2008
# Copyright (c) 2010 by Cisco Systems, Inc.
# All rights reserved.
# DESCRIPTION-------------:
# ringtone.tcl - application script used to play ring tone back to the caller on cvp sip calls.
# CVP DISCLAIMER
# This tcl script is a component of CVP.
# Modifications to this script not made as part of an CVP release
# nullify Cisco's support responsibility for this script.   The party who makes the
# change assumes responsibility for ongoing maintenance of this script.
# History:
# 4/24/08   Added the ability to use RTSP and HTTP as the URL type for the custom ringtone
#           in function, act_Media { }.
#service ringtone flash:ringtone.tcl
#dial-peer voice 9191 voip
# service ringtone
# voice-class codec 1
# incoming called-number 9191T
# dtmf-relay rtp-nte
# no vad
# CODE REVIEW FEEDBACK 9/10/2010
#1.Playtone requires DSP^Rs.  We sell bundles that don^Rt have DSP^Rs for VXML gateways.  CUBE may also not have DSP^Rs.  Can^Rt we force a media name so that we don^Rt default to playtone?
#2.^QParam register^R used to have a memory leak.  I had to take them all out of survivability.tcl at one time.  I^Rm not sure if that has since been fixed.
#3.I have seen weird things if timers are still active when the caller hangs up.   You should always invoke Cleanup for the call close and add a couple of statements to stop the timers.
proc init { } {
    global zombie_timeout
    set zombie_timeout 600
    if {[infotag get cfg_avpair_exists zombie-timeout]} {
        set zombie_timeout [infotag get cfg_avpair zombie-timeout]
    global whisper_timeout
    set whisper_timeout 15
    if {[infotag get cfg_avpair_exists whisper-timeout]} {
        set whisper_timeout [infotag get cfg_avpair whisper-timeout]
    global use_facility_event
    set use_facility_event 1
    if {[infotag get cfg_avpair_exists use_facility_event]} {
        set use_facility_event [infotag get cfg_avpair use_facility_event]
proc act_Setup { } {
    global zombie_timeout
    global whisper_timeout
    global callident
    global whisper
    global medianame
    global use_facility_event
    global agent_dummy_port
    set medianame ""
    set whisper 0
    set agent_dummy_port 0
    set uahdr [infotag get leg_proto_headers "User-Agent"]
    puts "\n *** USER AGENT header = $uahdr *** \n"
    set incoming [infotag get evt_legs]
    set callident [infotag get leg_guid $incoming]
    # Extract ringtone media file name to play
    # SIP calls with App-Info header of format "App-Info: <10.86.129.211:8000:8443>;ringtone=ringback.wav"
    set appinfohdr [infotag get leg_proto_headers "App-Info"]
    puts "\n\n *** App-Info=$appinfohdr *** \n\n"
    if {[string length $appinfohdr] > 0} {
        if {[string first "whisper" $appinfohdr] != -1} {
            set whisper 1
        if {[string first "4000" $appinfohdr] != -1} {
            set agent_dummy_port 4000
        set list [split $appinfohdr ";"]
        if { [llength $list] > 0 } {
           set temp [lindex $list 1]
           set list2 [split $temp "="]
           set medianame [lindex $list2 1]
    puts "\n\n *** medianame = $medianame *** \n\n"
    leg connect leg_incoming
    if {$whisper != 1} {
        fsm setstate RINGTONE_TIMER
        timer start named_timer $zombie_timeout RingtoneServiceTimer
        act_Media
    } else {
        fsm setstate WHISPER_TIMER
        timer start named_timer $whisper_timeout RingtoneServiceTimer
        if {$use_facility_event == 0 || $agent_dummy_port == 0} {
            act_Media
# do this so that the media loops, ie ringing goes on and on
proc act_Media { } {
    global medianame
    if {[string length $medianame] > 0} {
        if {[string first "RTSP://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "rtsp://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "HTTP://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "http://" $medianame] != -1} {
            media play leg_incoming $medianame
        } elseif {[string first "appl:" $medianame] != -1} {
            #do handoff here
            set application [string range $medianame 12 [string last > $medianame]]
            handoff appl leg_incoming $application
        } else {
            media play leg_incoming flash:$medianame
    } else {
        set medianame "ringback.wav"
        media play leg_incoming flash:$medianame
proc act_Facility {} {
    global use_facility_event
    global agent_dummy_port
    if {$use_facility_event == 1 && $agent_dummy_port == 4000} {
        act_Media
proc actMediaDone { } {
    global whisper
    global medianame
    global callident
    set media_err ""
    set status [infotag get evt_status]
    switch $status {
        "ms_000" {
        default { #all other errors go here
            set msg "******* ERROR: playing media in ringtone tcl CALLID=$callident STATUS=$status WHISPERFLAG=$whisper MEDIANAME=$medianame *******"
            LogMsg "ERROR" $msg
            #set medianame to empty so that if custom ringtone cannot be found then just play ringback tone
            set medianame ""
            if {$whisper == 1} {
                set media_err "whisper fail"
    # for whisper announcement make sure we end after the prompt is done
    if {$whisper == 1} {
        if {$media_err != ""} {
            leg disconnect leg_incoming -c 38
        act_Cleanup
    } else {
        act_Media
proc zombieTimerExpired { } {
    set msg "******* Ringtone Zombie timer expired - call cleared *******"
    LogMsg "INFO" $msg
    act_Cleanup
proc whisperCallMaxLengthExceeded {} {
    global medianame
    global callident
    set msg "******* ERROR: Clearing call. Whisper Prompt Max Length Exceeded in ringtone tcl. MEDIANAME=$medianame *******"
    LogMsg "ERROR" $msg
    act_Cleanup
proc LogMsg {errLevel msg} {
   global callident
   set x " CallID = "
   set y "TCL CVP ringtone.tcl: "
   append x $callident
   append msg $x
   append y $msg
   puts -nonewline "\n$y"
   if {$errLevel == "ERR"} {
      log $y -s ERR
   if {$errLevel == "WARN"} {
      log $y -s WARN
   if {$errLevel == "INFO"} {
      log $y -s INFO
proc act_Cleanup { } {
    timer stop named_timer RingtoneServiceTimer
    call close
init
requiredversion 2.1
#   State Machine
set fsm(any_state,ev_disconnected)         "act_Cleanup        same_state"
set fsm(CALL_INIT,ev_setup_indication)     "act_Setup          same_state"
set fsm(any_state,ev_facility)             "act_Facility       same_state"
set fsm(any_state,ev_media_done)           "actMediaDone       same_state"
set fsm(RINGTONE_TIMER,ev_named_timer)     "zombieTimerExpired same_state"
set fsm(WHISPER_TIMER,ev_named_timer)      "whisperCallMaxLengthExceeded same_state"
fsm define fsm CALL_INIT