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Peripheral Call Type 6 and Call Disposition 13 in TCD table

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michal_madejowski
Level 1
Level 1

‎10-17-2017 04:14 AM - edited ‎03-14-2019 05:38 PM

Hello

 

I searched but didn't find the answer. Can someone explain me what is mean PeripheralCallType=6 and CallDisposition=13 in TCD table? I have some calls wich this values in our UCCE 9.0.Was it a manual outbound call or consultation?

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Chintan Gajjar
Level 8
Level 8
In response to michal_madejowski

‎10-18-2017 01:17 AM

The Digits Dialed can be 0 if the call is not routed from UCCE.

In your case, IT looks like some one from the outside of inside called the agent extension or got forwarded to the agent extension without UCCE having knowledge of it, and since the agent line is monitored by agent PG, the activity on it also does get logged into the database with Peri Call Type 6 and CD 13.

 

you can also try this by yourself,

1) try have an agent logged in and in ready state

2) from a another CUCM registered phone, try to call directly to the agent extension

3) run the query and check the result. 

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Chintan Gajjar
Level 8
Level 8

‎10-17-2017 06:52 AM

do you see RouterCallKey and RouterCallKeyDay as 0, if yes that's not UCCE routed call.

In my experience it was all the time someone called the agent extension directly internally or externally.

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michal_madejowski
Level 1
Level 1
In response to Chintan Gajjar

‎10-17-2017 11:59 PM

Yes, RouterCall = 0. But DigitsDialed is null", one of this call under:

 

AgentA1:F7 Skill Call_Type CallDispositionFlagDesc CallDispositionDesc PeriphelialCallTypeDesc RecoveryKey MRDomainID AgentSkillTargetID SkillGroupSkillTargetID ServiceSkillTargetID PeripheralID RouteID RouterCallKeyDay RouterCallKey DateTime PeripheralCallType DigitsDialed PeripheralCallKey CallDisposition NetworkTime Duration RingTime DelayTime TimeToAband HoldTime TalkTime WorkTime LocalQTime BillRate CallSegmentTime ConferenceTime Variable1 Variable2 Variable3 Variable4 Variable5 UserToUser NewTransaction RecoveryDay TimeZone NetworkTargetID TrunkGroupID DNIS InstrumentPortNumber AgentPeripheralNumber ICRCallKey ICRCallKeyParent ICRCallKeyChild Variable6 Variable7 Variable8 Variable9 Variable10 ANI AnsweredWithinServiceLevel Priority Trunk WrapupData SourceAgentPeripheralNumber SourceAgentSkillTargetID CallDispositionFlag RouterCallKeySequenceNumber CED CallTypeID BadCallTag ApplicationTaskDisposition ApplicationData NetQTime DbDateTime ECCPayloadID CallTypeReportingDateTime RoutedSkillGroupSkillTargetID RoutedServiceSkillTargetID RoutedAgentSkillTargetID Originated CallReferenceID CallGUID LocationParamPKID LocationParamName PstnTrunkGroupID PstnTrunkGroupChannelNumber NetworkSkillGroupQTime EnterpriseQueueTime StartDateTimeUTC ProtocolID PrecisionQueueID PrecisionQueueStepOrder Attributes
XXX XX_SG NULL DBCDF_HANDLED Disconnect/drop handled primary route  Other In 8309132138996 1 5364 5105 NULL 5000 NULL 0 0 2017-10-09 12:12:18.067 6 NULL 44490359 13 0 22 6 0 0 0 16 0 0 NULL NULL 0 NULL NULL NULL NULL NULL NULL N 30648 -120 NULL NULL 85157 85157 4227 453776 NULL NULL NULL NULL NULL NULL NULL XXX-XXX-XXX N NULL NULL NULL NULL NULL 1 0 NULL -1 N 0 NULL 0 2017-10-09 12:12:34.020 NULL 2017-10-09 12:00:00.000 NULL NULL NULL NULL 0000000000A6DE77023E120800000000 NULL NULL NULL NULL 0 0 0 2017-10-09 10:11:56.067 1 NULL 0 NULL
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Chintan Gajjar
Level 8
Level 8
In response to michal_madejowski

‎10-18-2017 01:17 AM

The Digits Dialed can be 0 if the call is not routed from UCCE.

In your case, IT looks like some one from the outside of inside called the agent extension or got forwarded to the agent extension without UCCE having knowledge of it, and since the agent line is monitored by agent PG, the activity on it also does get logged into the database with Peri Call Type 6 and CD 13.

 

you can also try this by yourself,

1) try have an agent logged in and in ready state

2) from a another CUCM registered phone, try to call directly to the agent extension

3) run the query and check the result. 

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michal_madejowski
Level 1
Level 1
In response to Chintan Gajjar

‎10-18-2017 01:54 AM

Thank You for answer. We have outside company which can route to us. It was call from there. Thank You!
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Anoop Krishnan
Level 1
Level 1

‎10-17-2017 08:04 AM - edited ‎10-17-2017 08:05 AM

Hi Michal, 

 

I had been through the Database Schema Handbook, This is what it explains there

 

Peripheral CallType Id =6 = Other In In Unified CCE, used for inbound calls that do not have route information/call context associated. Applies to a call coming from an agent from the same peripheral.

 

Call Disposition= 13 

Disconnect/drop handled primary route In Unified ICM, indicates the call was handled by an agent and was neither conferenced nor transferred. These calls are counted as handled calls in Unified ICM Schema's service, route, and skill group tables. In Unified CCE, indicates that a call was routed to an agent on the Cisco Communication Manager PG and handled without a transfer or conference. This call disposition is also used for non-routed calls handled by the agent if wrap up is used. On the VRU PG, this indicates that the call was handled by the VRU. However, it does not indicate if the caller abandoned or disconnected the call after the call was handled by the VRU. Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detail records will indicate the cause. Additionally, you can verify if the ServiceLevelAband and ServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fields indicate that the caller abandoned the call when the call was at the VRU.

 

Regards, 

Anoop 

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Anoop Krishnan
Level 1
Level 1

‎10-17-2017 08:14 AM

Hi Michal, 

 

I just went through the Database Schema Handbook, This is what it says there 

 

PeripheralCallType=6 

Other In In Unified CCE, used for inbound calls that do not have route information/call context associated. Applies to a call coming from an agent from the same peripheral.

 

CallDisposition=13

Disconnect/drop handled primary route In Unified ICM, indicates the call was handled by an agent and was neither conferenced nor transferred. These calls are counted as handled calls in Unified ICM Schema's service, route, and skill group tables. In Unified CCE, indicates that a call was routed to an agent on the Cisco Communication Manager PG and handled without a transfer or conference. This call disposition is also used for non-routed calls handled by the agent if wrap up is used. On the VRU PG, this indicates that the call was handled by the VRU. However, it does not indicate if the caller abandoned or disconnected the call after the call was handled by the VRU. Just in case the script ends without routing the call, the RouterErrorCode field in the Route Call Detail records will indicate the cause. Additionally, you can verify if the ServiceLevelAband and ServiceLevelCallsOffered database fields in the CTHH report are incremented. The incremented fields indicate that the caller abandoned the call when the call was at the VRU.

 

Please do refer Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted

 

Regards,

Anoop 

 

 

 

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