Cscm 7.8.4 & Aes 4.2.2

[issam]

Hi all,

Setup: CM 5.2 / AES 4.2.2 / CSCM 7.8.4 .. Three of them reside on the same PN/NR.
Symptoms: After configuring the mentioned components, I kept getting the following Major Alarm on CSCM:
Major Alarm No audio packets received on call from aaa.bbb.ccc.ddd:abcd. Call failed or no network path to recorder.
So the problem was that you could see the CSCM is recording the call, but in reality, it will only show the call details without any actual recording. You could see that all the wave files in /calls have the same size: 72B.

To troubleshoot this issue I tried the following:
1. Tracing the call showed no problem on CM. It shows that an observer station is added to the call session as usual using the correct codec as configured.
2. From CSCM it was showing the cm station as Active while recording, Connected when not recording .. normal.
3. You could see a socket connection between CSCM and the medpro .. normal.
4. Tried more than one MEDPRO FW (upgrading and downgrading) .. didn't solve the issue.
5. Applying some CM patches didn't solve the issue either.
6. At the end, I sniffed the NIC in CSCM and found it doesn't really get the voice packets!
7. Of course I did RTFM, but found nothing that could help.

SOLUTION:
By simply using AES 4.2.1 rather AES 4.2.2 .. voila! it worked right away without any changing on the configuration of CM/CSCM.

In case you're facing such a problem and installed 4.2.1 .. make sure you apply the patches later.

[reynolds72]

Hi Issam

I had the same issue a couple of months back when installing CSCM 7.8.1 build 2 (incidentally 7.8.4 is actually 7.8.0 build 4 - a lower release than 7.8.1 build 2)

We had AES 4.2.2 and downgraded to 4.2.1 which, as in your scenario fixed the issue. I had also raised a ticket with Avaya and as soon as I got to speak to them and mentioned CSCM and AES 4.2.2 they said knew about the issue, there is a patch available for the CSCM (78115)

Install that and it'll sort it. I have used that patch on a subsequent install and it sorted it straight away.

Cheers

Craig

[issam]

Thank you for sharing these details.

I looked in avaya support for any downloads (patches) available for CSCM .. but found nothing. From where you were able to get this patch?

[reynolds72]

Hi Issam,

Yes you're correct, it's not available for download. If you contact Avaya support they will email you the patch, that's how I got it.

Kind regards

Craig

[evil_scooby]

Dont listen to that Reynolds boy, he talks mince ;-)

I think its quite weird that Avaya dont seem to treat CSCM the same as their other products. They dont even list it on their upcoming patch lists!

[adbishop]

Actually its not really that strange because CSCM is not an Avaya product. CSCM is actually a product from Verint (Impact 360) with Avaya IP integration. Verint sells versions of Impact 360 for Cisco Call Mangler , Nortel, Aspect, etc. CSCM is just Avaya's OEM of it. If you are a CSCM customer, you should be able to register on the Verint web site for patches. We have CSCM 7.8 SP1 here and that is where we see patches. SP3 is out for 7.8 so are are working on getting that upgrade done soon. Our support is still through Avaya, but Verint actually fullfills it when we have an issue.

Take Care.

Andrew

Originally Posted by evil_scooby

Dont listen to that Reynolds boy, he talks mince ;-)

I think its quite weird that Avaya dont seem to treat CSCM the same as their other products. They dont even list it on their upcoming patch lists!

[Asaf]

for aes 4.2.2. you need to apply patch 115.

78115
Fixed parsing of rtp vs rtcp ports from dmcc message, previously recorder failed to record with AES 4.2.2.

if you can't find it. you can send me a private message

[dougy]

Thanks Andrew, that's good info. I'm chasing 7.8 so I'll head to the verint site and try and get a login.

Originally Posted by adbishop

Actually its not really that strange because CSCM is not an Avaya product. CSCM is actually a product from Verint (Impact 360) with Avaya IP integration. Verint sells versions of Impact 360 for Cisco Call Mangler , Nortel, Aspect, etc. CSCM is just Avaya's OEM of it. If you are a CSCM customer, you should be able to register on the Verint web site for patches. We have CSCM 7.8 SP1 here and that is where we see patches. SP3 is out for 7.8 so are are working on getting that upgrade done soon. Our support is still through Avaya, but Verint actually fullfills it when we have an issue.

Take Care.

Andrew

[annam]

Hi
We have the same problem using AES version 5.2.0.
Does somebody know if there is the fix for this?

Thank you in advance
Anna

[AhmedHelmy]

have you got the latest patch for CSCM ?

[Mondkinder]

So can sombody tell me where I can get Patches for the CSCM?

[dougy]

Originally Posted by Mondkinder

So can sombody tell me where I can get Patches for the CSCM?

Verint have changed their support portal and it doesn't look like they're providing any avaya CSCM versions, though they do have Verint versions.

The best place to source them is through your Avaya partner. The patches should be free and accessible as part of your maintenance agreement.

Having said that, some upgrades/releases like 7.8 apparently are not permitted to be installed by anyone (including a Avaya partner) other than an Avaya engineer, or so i was told when i requested to do it ourselves to save money. Going ahead with the install would of voided warranty apparently since they didn't get to do it themselves.

[svenster]

I am having the same issue with a new install and am waiting for the patch from Avaya support.
I find it rather irritating that Verint/Avaya do not include the latest patches for known issues when selling the cscm solution for new installations long after the issue is known to them.

cheers,
S.

[dougy]

Originally Posted by svenster

I am having the same issue with a new install and am waiting for the patch from Avaya support.
I find it rather irritating that Verint/Avaya do not include the latest patches for known issues when selling the cscm solution for new installations long after the issue is known to them.

cheers,
S.

Yep, i'm fishing for prices to upgrade to 7.8 now, hopefully the issue doesn't occur in there.