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New Member

CED not showing in RCD/TCD

Any reason why CED wouldn't be showing in RCD or TCD? Have some records that show it, some don't. I made several test calls today and all the values were NULL. Still on ICM 7.5.10/CVP 7.X  and using a GD/CED node.

Thanks

5 REPLIES
New Member

CED not showing in RCD/TCD

Does it route correctly based on CED?

If it's routing correctly, then I'm curious what you are doing after you hit that node that might be messing with the value

or maybe take a closer look at the query, maybe it's something silly like you are looking at the wrong call leg.

If it's not routing correctly then perhaps it's not capturing it and you should take a step back and look at the CM, gateway, inbound route, callserver, etc.

Have you tried to place the CED in a separate PV/ECC variable?


New Member

CED not showing in RCD/TCD

Just threw this out there to see if anyone else has run into this before. Calls route as the should and haven't dug too deep into the troubleshooting because it's only a minor complaint and most likely people hitting the 1-2 quickly because they know it's the menu option they need.

2 menu options then straight to queue to skill/MOH. Neither CED option is showing.

New Member

CED not showing in RCD/TCD

Try to capture these in some variables via test setup.

Do this

     Call.peripheralVariable4 = call.callerentereddigits.

See if it comes there....if yes then you can also use this workaround.

New Member

CED not showing in RCD/TCD

Setting it in a PV and Sandeep suggests is a good idea. I once ran into this where I was collecting CED but then running over Microapps after that (music on hold, etc.) and those subsequent apps were overwriting the CED. As a test can you add a hidden prompt for instance and dump those calls to a test agent/skill, with no subsequent apps, and see if CED is shown?

New Member

CED not showing in RCD/TCD

Thanks all priorites have diverted me away from this issue since it is a single menu for a smaller group of agents, whenever I get a chance to get in I'll try em all out.

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