We have a UCCE 10.0 set-up in our lab's and we are testing the preview outbound functionality.
Once the contact is imported the agent is getting reserved and information is hitting the finesse desktop.We are getting the dialler port in the finesse and once the agent accepts the call and the customer is patched the dialler port is changed to the customer ANI's. Is there an option to get the ANI in the finesse desktop before the agent accepts.
This is not happening with UCCE 9.0 dialler and only UCCE 10.0 dialler. Is this a setting that can be changed in the system?
could you please raise the logging level for the CTI Server process, make a test call and dump the logs then post them to here.
Looks like the information you are looking for is coming in an additional CallDataUpdate message, but I need to take a look at the logs first.
It works good with CTI-OS desktop.Only when finesse desktop is used we have such issues.
can you tell me the exact debug level that needs to set.
Hi, indeed, the "real" ANI comes in a different message. I wonder why.
If you switch the dialing type to Preview-Direct, does this happen, too?
19:01:00:445 cg1A-ctisvr SESSION 270: MsgType:CALL_DATA_UPDATE_EVENT (MonitorID:0 PeripheralID:5000 PeripheralType:EnterpriseAgent 19:01:00:445 cg1A-ctisvr SESSION 270: NumCTIClients:1 NumNamedVariables:0 NumNamedArrays:0 19:01:00:445 cg1A-ctisvr SESSION 270: CallType:CALLTYPE_OO_RESERVATION_PREVIEW ConnectionDeviceIDType:CONNECTION_ID_STATIC 19:01:00:445 cg1A-ctisvr SESSION 270: ConnectionCallID:2130706448 NewConnectionDeviceIDType:CONNECTION_ID_STATIC 19:01:00:445 cg1A-ctisvr SESSION 270: NewConnectionCallID:2130706448 CalledPartyDisposition:CD_INVALID CampaignID:0xffffffff 19:01:00:445 cg1A-ctisvr SESSION 270: QueryRuleID:0xffffffff ConnectionDeviceID:"1005" NewConnectionDeviceID:"1005" CED:"" 19:01:00:445 cg1A-ctisvr SESSION 270: CTIClientSignature:"Finesse" CTIClientTimestamp:0x545b466e (11/06/14 15:29:10) ) 19:01:00:445 cg1A-ctisvr Trace: 19:01:00:445 cg1A-ctisvr SESSION 2: MsgType:SET_CALL_DATA_REQ (InvokeID:0x3dfbf PeripheralID:5000 19:01:00:445 cg1A-ctisvr SESSION 2: ConnectionDeviceIDType:CONNECTION_ID_STATIC ConnectionCallID:2130706448 19:01:00:445 cg1A-ctisvr SESSION 2: NumNamedVariables:7 NumNamedArrays:0 CallType:CALLTYPE_OO_RESERVATION_PREVIEW 19:01:00:445 cg1A-ctisvr SESSION 2: CalledPartyDisposition:CD_INVALID CampaignID:5000 QueryRuleID:5000 19:01:00:445 cg1A-ctisvr SESSION 2: ConnectionDeviceID:"1005" ANI:"961084612" CED:"ICM_BA_Reservation_Call" 19:01:00:445 cg1A-ctisvr SESSION 2: ExpandedCallContxt:<TotalBytes=149> BACampaign="Preview" 19:01:00:445 cg1A-ctisvr SESSION 2: BAAccountNumber="71|2|1|0|0|72|0" BABuddyName="raja,ilaya" BAResponse="" BAStatus="PO" 19:01:00:445 cg1A-ctisvr SESSION 2: BADialedListID="282" BATimeZone="+00330" CustomerPhoneNumber:"961084612" 19:01:00:445 cg1A-ctisvr SESSION 2: CustomerAccountNumber:"71|2|1|0|0|72|0" ) 19:01:00:445 cg1A-ctisvr Trace: 19:01:00:445 cg1A-ctisvr Trace: CSTA_ESTABLISHED - callID=2130706448.3001(s) answeringDev=3001 callingDev=(DEV)1005 calledDev=(DEV)3001 localConnectionInfo(3)=CS_CONNECT cause=-1 19:01:00:445 cg1A-ctisvr Trace: Line=0 LineType=LINETYPE_INBOUND_ACD Service=-1(-1) SkillGroup=0(5008) RemQd=T 19:01:00:445 cg1A-ctisvr Trace: TrunkNum=-1 TrunkGroupNum=-1
We are also facing same issue.
getting the dialer port number in Finesse Preview Reserve Mode ,once accepts the call its changing to the customer ANI
CTI-OS desktop its displaying ANI
Any Solution for this issue?
Yes, this bug is fixed and verified in 11.5(1) and 11.0(1)SU1 releases.