ICM 7.2 and Avaya ACD - looking for UCID

Unanswered Question
Apr 11th, 2008

Hello All,

We are trying to consolidate the reporting between and ICM and an Avaya CMS.

Currently we are running reports on both sides (cisco and avaya), but we would like to tight this up.

On the Avaya, there is the variable UCID, which is a unique identifier of the call. This UCID would be the primary key to link the call data for the reporting from the Avaya CMS and theICM DB.

We have set the system such as this UCID is sent over ASAI to our ICM PG. When we do trace the call, we do see that the UCID is sent by Avaya, and received by ICM ( by using dumplog). We also saw that in the 'icm supplement for Avaya ACD'.

But now the question is how can we get access to this UCID within ICM, and store it in one of the ICM database?

Any hints would be greatly appreciated.

Many thanks,

Bernard

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
rbua Fri, 04/11/2008 - 02:16

Hi Bernard,

you need to store it in a Variable, being a call variable or a ECC Variable and then pull the termination call detail, the ID will be in the variable field you determined.

Agent state changes are slightly different across the systems so you should not be surprised if the agent activity data is slightly off across the systems.

Regards,

Riccardo

rbua Fri, 04/11/2008 - 02:19

Just to clarify the termination call detail is a table with the Logger DB that gets replicated to the AWs.

Regards,

Riccardo

b.vanhopplijnus Fri, 04/11/2008 - 02:46

Hi Ricardo,

Thanks for this quick answer :)

Indeed that's what I want to do, but I m stuck at the first point, how do I get the UCID and store it in a variable in my script?

Regards,

Bernard

rbua Fri, 04/11/2008 - 03:41

Hi Bernard,

if you have them available at the Call Visor side, you need to push them in the User To User Information or UUI, this is populating Call Variable 5 on the ICM side.

More on the Avaya/CV Programming side should truly be asked to Avaya support if you manage to get any reply back ;-)

Regards,

Riccardo

Regards,

Riccardo

b.vanhopplijnus Fri, 04/11/2008 - 04:37

Hello Ricardo,

You can't put the UCID to the UUI, without writing an external CTI application or using an IVR for example. It can't be done at the pbx level ( via the vector).

But as on the ICM we do get this UCID in the trace, I would expect that there is a way of accessing it in an ICM script :(

Regards,

Bernard

rbua Fri, 04/11/2008 - 04:42

Hi Bernard,

yes usually you need a CTI piece to perform similar tasks, where in the ICM traces do you see it?

From the Avaya end you raise a route request basically making an adjunct from the Call Visor side, the RR data the PIM will store in call variables is specified in the Supplement Guide, if you look for some additional info to be stored you need to transfer them by VDN or CTI programming in the standard or ecc ICM Variables.

Regards,

Riccardo

b.vanhopplijnus Fri, 04/11/2008 - 07:04

Hello Ricardo,

I do see the UCID in the trace when I dumplog on the PG. I have put hereunder a copy of that.

Regards,

Bernard

16:37:49 pg2A-pim1 Trace: ASAI_SEND => 50: asai_errno=-8 Bri:1 SaoID 301842 C_VQ_REQ (C_REQUEST) VQType C_AGT_STAT

16:37:49 pg2A-pim1 Trace: ASAI_RECV => 40: asai_errno=0 Bri:1 SaoID 301842 C_VQ_CONF (C_POS_ACK) VQCType C_AGT_STAT

16:37:49 pg2A-pim1 Trace: ATTPeripheral::GetMsgSent: Bri: 1: SaoID 301842 C_VQ_REQ (C_REQUEST) VQType C_AGT_STAT

16:37:49 pg2A-pim1 Trace: Bri/SAOid: 1/301842; VQ_CONF: C_AGT_STAT: [Reason [SMART-TIMER ]]: Extn 25002 GrpExtn 25675 WorkMode=AFTCAL_WK TalkState=IDLE ReasonCode=0

16:37:49 pg2A-pim1 Trace: Bri/SAOid: 1/301842; VQ_CONF: C_AGT_STAT: Extn=25002 WORK_READY

16:37:50 pg2A-pim1 Trace: TrunkGroupTimer activated

16:37:50 pg2A-pim1 Trace: Bri/SAOid:1/301844; VQ_REQ: C_TG_STAT: TrkGrp 10 TAC 10

16:37:50 pg2A-pim1 Trace: AddMsgSent:Mtr=1 [SaoID 301844 C_VQ_REQ (C_REQUEST) VQType C_TG_STAT

]

16:37:50 pg2A-pim1 Trace: ASAI_SEND => 39: asai_errno=-8 Bri:1 SaoID 301844 C_VQ_REQ (C_REQUEST) VQType C_TG_STAT

16:37:50 pg2A-pim1 Trace: Bri/SAOid:1/301846; VQ_REQ: C_TG_STAT: TrkGrp 14 TAC #14

16:37:50 pg2A-pim1 Trace: AddMsgSent:Mtr=1 [SaoID 301846 C_VQ_REQ (C_REQUEST) VQType C_TG_STAT

]

16:37:50 pg2A-pim1 Trace: ASAI_SEND => 40: asai_errno=-8 Bri:1 SaoID 301846 C_VQ_REQ (C_REQUEST) VQType C_TG_STAT

16:37:50 pg2A-pim1 Trace: ASAI_RECV => 24: asai_errno=0 Bri:1 SaoID 301844 C_VQ_CONF (C_NEG_ACK) VQCType C_TG_STAT , Cause: C_INVLDNUM [0]

16:37:50 pg2A-pim1 Trace: ATTPeripheral::GetMsgSent: Bri: 1: SaoID 301844 C_VQ_REQ (C_REQUEST) VQType C_TG_STAT

16:37:50 pg2A-pim1 Trace: ASAI_RECV => 24: asai_errno=0 Bri:1 SaoID 301846 C_VQ_CONF (C_NEG_ACK) VQCType C_TG_STAT , Cause: C_INVLDNUM [0]

16:37:50 pg2A-pim1 Trace: ATTPeripheral::GetMsgSent: Bri: 1: SaoID 301846 C_VQ_REQ (C_REQUEST) VQType C_TG_STAT

16:37:51 pg2A-pim1 Trace: Cleanup3PMCConf Timer activated

16:37:55 pg2A-pim1 Trace: Bri 1: Sent 0.68 Msgs/Sec (Max=270/sec)

16:37:55 pg2A-pim1 Trace: Cleanup3PMCConf Timer activated

16:37:57 pg2A-pim1 Trace: ASAI_RECV => 203: asai_errno=0 Bri:1 !SaoID 11774 C_EN_REP (C_REQUEST) C_OFFERED SwCID 1884 Trk 0 DecodedTrk 0 Dom[Type VDN Val 20390] Clng 25003 Cld 2122 UUI[len 0 Prot ?? Data (NULL)] User[len -2147483648 Type NUSE] DNIS (NULL)

16:37:57 pg2A-pim1 Trace: CVBridge::ProcessEventNotifRepMsg Bri/SAOid: 1/11774: SaoID 11774 C_EN_REP (C_REQUEST) C_OFFERED SwCID 1884 Trk 0 DecodedTrk 0 Dom[Type VDN Val 20390] Clng 25003 Cld 2122 UUI[len 0 Prot ?? Data (NULL)] User[len -2147483648 Type NUSE] DNIS (NULL)

16:37:57 pg2A-pim1 Trace: Bri/SAOid: 1/11774; C_OFFERED (NEW): [Dom VDN 20390] Cid=1884 Clng=25003 Cld=2122 UU=None TrkInfo=[-1/-1 ?DIR? [-2147483648]] Dom=[C_VDN [12] 20390]

Clct=1908430405 Timeout=1112 IncUdata=None PriLvl=C_NUSE_LONG Iflow=C_NUSE_LONG QTime=[-1:-1:-1] Dnis=(NULL)

16:37:57 pg2A-pim1 Trace: Internal ACD Call detected from extn=25003, InstrumentType VOICE_TYPE (8) ...

16:37:57 pg2A-pim1 Trace: Call SourceConnectionID [CID 1884 Dev 25003 Type 0]

16:37:57 pg2A-pim1 Trace: Callid=1884 AddPartyToList[1, 25003] Total 1

16:37:57 pg2A-pim1 Trace: C_OFFERED:Invalid Trunk Information, Trunk Group = -1 , Trunk Port = -1

16:37:58 pg2A-pim1 Trace: CSTA DELIVERED,

PrivData=[UU=None Consult[CID 0 Dev DevType 1] II 0

Alert[Handle -1 Type LT_UNKNOWN] ANI 25003

dnis_chars [] UCID 0x1075C00 ------HERE!---

TG -1 Tk -1 Mult 1]

LoginDigits [] CallPrompt []

CallID = 1884 DeviceID = 25003 DeviceType = Static

Alerting = 20390

Calling = 25003

Called = 20390

Redirection = 25003

LocalState = INITIATE

Cause = EC_NEW_CALL

16:37:58 pg2A-pim1 Trace: ASAI_RECV => 191: asai_errno=0 Bri:1 !SaoID 292811 C_RT_REQ (C_REQUEST)

rbua Fri, 04/11/2008 - 07:21

Hi Bernard,

looks like it is coming with the NEW_CALL event, I guess you might try to capture it with a CTI application, not sure how you would be able to anyway, or do some CTI programming on the Avaya side.

Regards,

Riccardo

Actions

This Discussion