Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

SourceAgentPeripheralNumber in TCD is sometimes NULL for transfers

In a transfer scenario, I've found that sometimes the SourceAgentPeripheralNumber is null in Termination_Call_Detail, and sometimes it's populated properly.  This is true for multiple PeripheralCallTypes, 4, 12, 13, 15, etc.  The scenario I'm looking at is when an agent transfers a call to another agent using the 2nd agent's AgentPeripheralNumber or InstrumentPortNumber.  ICM 8.5.4 connected to Avaya (Definity) eVACD.  Any ideas why?

1 REPLY
New Member

To answer my own question, in

To answer my own question, in case anyone else encounters the same thing, I got the below reply from Cisco TAC.

 

UCCE can make a distinction between an agent-initiated call leg and the original 'party A' call leg. Intuitively, if A calls B, B consults C, B drops call, and C hadn't answered yet, then C's Source Agent would be B...but logically, the source of C's call is A, and technically not B.

 

Here is the analysis one of my peers did on this subject;

 

------------------------------------------------------------------------------

 

We analyzed the issue further and concluded that this is the expected behavior. These transfer call scenarios will not be populating the TCD fields SourceAgentPeripheralNumber and SourceAgentSkillTargetID.

 

Detailed Analysis for the CallID=69692647:

 

OPC Logs:

 

-----------

 

1. Initially the call was translation routed and delivered to the Agent 7251

 

 

10:48:10 pg1A-opc Trace: CSTA_DELIVERED (PID=5000) –

connection=(CallID=69692647 Device=564475 Type=Dynamic)

alertingDev=(DEV)7251 callingDev=ID_NOT_KNOWN

       calledDev=(DEV)7251 lastRedirectDev=ID_NOT_KNOWN  localConnectionInfo(2)=CS_ALERTING cause=-1

10:48:10 pg1A-opc Trace:     DMS100Private: service=100632 LineHdl=0 LineType=0       coc(callID=-1 deviceID= devType=Static) ANI=9042139351

 

2. So for this CallID=69692647 the SourceAgent (i.e the calling Device is TrunkGroup 564475) is dynamic.

 

10:48:20 pg1A-opc Trace: CSTA_ESTABLISHED (PID=5000) -

establishedConnection=(CallID=69692647 Device=7251.0 Type=Static)

answeringDev=(DEV)7251

     callingDev=(TRKGRP)564475 calledDev=(DEV)8504101302

lastRedirectDev=ID_NOT_KNOWN  localConnectionInfo(3)=CS_CONNECT cause=-1

 

 

3. The Original call is held and a new call is initiated . So the Source Agent for this new call (i.e the secondary leg with the same CallID=69692647)  will be Agent 7251, which is static.  

 

10:48:56 pg1A-opc Trace: CSTA_HELD (PID=5000) -

heldConnection=(CallID=69692647 Device=7251.0 Type=Static)

holdingDev=(DEV)7251  localConnectionInfo(4)=CS_HOLD cause=-1

10:48:56 pg1A-opc Trace: CSTA_SERVICE_INITIATED (PID=5000) -

initiatedConnection=(CallID=69692647 Device=7251.2 Type=Static)

localConnectionInfo(1)=CS_INITIATE cause=22

10:48:56 pg1A-opc Trace:     DMS100Private: skillGroup=100632 lineHdl=2

lineType=2 deviceNum=7251 agentExt=7251

                   ConsultationsOrigCall (CallID=69692647 Device=564475

DevType=Dynamic)

 

4. Delivered event for Seconadary Call (CallID=69692647).

 

10:48:56 pg1A-opc Trace: CSTA_DELIVERED (PID=5000) -

connection=(CallID=69692647 Device=7251.2 Type=Static) alertingDev=(DEV)7981

 

     callingDev=(DEV)7251.2 calledDev=(DEV)7981 lastRedirectDev=ID_NOT_KNOWN

localConnectionInfo(2)=CS_ALERTING cause=-1

10:48:56 pg1A-opc Trace:     DMS100Private: service=889750 LineHdl=0

LineType=0

      coc(callID=69692647 deviceID=564475 devType=Dynamic) ANI=9042139351

 

 

5. The Call (CallID=69692647) is transferred and we will see CSTA_CONFERENCED and then CSTA_TRANSFERRED, as this is how transfer works in DMS100. 

 

10:48:57 pg1A-opc Trace: CSTA_CONFERENCED (PID=5000) -

primaryOldCall=(CallID=69692647 Device=7251.0 Type=Static)

secondaryOldCall=(CallID=69692647 Device=7251.2 Type=Static)

     confController=(DEV)7251 addedParty=(DEV)8504147980

party=(CallID=69692647 Device=7981.0 Type=Static)

localConnectionInfo(2)=CS_ALERTING cause=-1

10:48:57 pg1A-opc Trace:     DMS100Private: skillGroup=889750 lineHdl=-1

lineType=3

 

6. Remove call reference for the Agent (Device=7251), since the call is transferred from Agent( 7251) to the Agent (7981). And so the Agent 7251 is no longer associated with the transferred call.

 

10:48:57 pg1A-opc Trace: RemoveCallReference - LineHandle=2

LineType=LT_INSIDE LineState=LS_TALKING

Connection=(CallID=69692647,DeviceID=7251.2 DevType=Static)

 

10:48:57 pg1A-opc Trace: CSTA_TRANSFERRED (PID=5000) -

primaryOldCall=(CallID=69692647 Device=7251.0 Type=Static)

secondaryOldCall=(CallID=69692647 Device=7251.2 Type=Static)

     transferringDev=(DEV)7251 transferredDev=ID_NOT_KNOWN

party=(CallID=69692647 Device=7981.0 Type=Static)  ConnectionCallID=69692647

localConnectionInfo(2)=CS_ALERTING cause=32

10:48:57 pg1A-opc Trace:     DMS100Private: skillGroup=100632 lineHdl=2

lineType=2

 

7. Transfer result has the source connection as Device 564475 which is of type Dynamic. As the call is no longer between Agent( 7251) and the Agent (7981).

 

10:48:57 pg1A-opc Trace:    Transfer Result: CallID=69692647

SourceConnection=(Device:564475 Type:Dynamic AgentID:(null))

DestinationConnection=(Device:BLIND_CONNECTION Type:Static AgentID:(null))

10:48:57 pg1A-opc Trace: UpdateInstruments - PID=5000 AgentSTID=6353

Periph#=7251 Ext=7251 Group=100632 (0x18918) 

10:48:57 pg1A-opc Trace: UpdateInstruments - LineHandle=2 LineType=LT_INSIDE

LineState=LS_WRAP LineDur=0 SG=0x18918(100632)

 

8. Agent 7251 goes work ready.

 

10:48:57 pg1A-opc Trace: Agent::SetAgentState - AgentSTID=6353 PeriphNo=7251

MRDomainID=1 SkillGroupSTID=5574 SkillGroupNum=100632(0x18918)

    OldState=AS_TALKING NewState=AS_WORK_READY Duration=0 CurLine=2

ReasonCode=-1

 

9. The establish event has the source Agent (TRKGRP)564475 as dynamic.

 

10:49:04 pg1A-opc Trace: CSTA_ESTABLISHED (PID=5000) -

establishedConnection=(CallID=69692647 Device=7981.0 Type=Static)

answeringDev=(DEV)7981

     callingDev=(TRKGRP)564475 calledDev=(DEV)8504889750

lastRedirectDev=ID_NOT_KNOWN  localConnectionInfo(3)=CS_CONNECT cause=-1

10:49:04 pg1A-opc Trace:     DMS100Private: service=889750 skillGroup=889750

lineHdl=0 lineType=0

 

10.  Agent (7981) goes talking on the callid=69692647.

 

10:49:04 pg1A-opc Trace: Agent::SetAgentState - AgentSTID=5569 PeriphNo=7981

MRDomainID=1 SkillGroupSTID=5494 SkillGroupNum=889750(0xD9396)

    OldState=AS_RESERVED NewState=AS_TALKING Duration=0 CurLine=0

ReasonCode=0

10:49:04 pg1A-opc Trace: Peripheral::AssignAgentCall - PeripheralID=5000

AgentID=5569 PeriphNo=7981 lineHdl=0 lineType=0

     Connection(CallID=69692647 Device=7981.0 DevType=Static)

skillGroupNum=889750 (0xD9396) Pri=0 shadow=0 CTI=1

 

11.  Agent 7251 goes not ready and TCD cuts for the primary leg CallID=69692647. Here, the TCD fields SourceAgentPeripheralNumber will not be populated as this is a Prerouted ACD IN call and not the Agent initiated call.

 

10:49:20 pg1A-opc Trace:   - PID=5000 AgentSTID=6353 Periph#=7251 Ext=7251

Group=100632 (0x18918)GroupNumber=100632 Priority=0 Dur=0 State=AS_NOT_READY

CurrentLine=-1 Reason=0 NetworkTargetID=0 NumLines=0

10:49:20 pg1A-opc Trace: AgentLine::UpdateState - TerminateCall on

Instrument 7251 LineHandle=0 LineType=LT_INBOUND_ACD OldState=LS_TALKING

NewState=LS_IDLE    Connection=(CallID=69692647,DeviceID=7251.0

DevType=Static)

10:49:20 pg1A-opc Trace: Agent:TerminateCall - AgentSTID=6353 PeriphNo=7251

SkillGroup=100632 (0x18918) Pri=0 LineType=LT_INBOUND_ACD Talk=60 Wrap=0

Hold=0   Connection=(CallID=69692647,DeviceID=7251.0 DevType=Static)

CallObj=0x29f4990)

10:49:20 pg1A-opc Trace: Call::BuildClosedCallRecord - DateTime=11/02

15:49:20

10:49:20 pg1A-opc Trace:     Periph=5000 MRDomainID=1 Day=149324

RtrCallKey=22736 RtrCallKeySeq#=3 PeriphCallKey=69692647

PeriphCallType=2,DBCD_PREROUTE_ACD_IN

10:49:20 pg1A-opc Trace:     ApplicationTaskDisposition=0

10:49:20 pg1A-opc Trace:     ICRCallKey=1611051409, ICRCallKeyParent=-1

ICRCallKeyChild=1611051568

10:49:20 pg1A-opc Trace:     CallDisp=30,DBCD_CONFERENCED NetworkTime=1

Duration=51 RingTime=13 DelayTime=0

10:49:20 pg1A-opc Trace:     TimeToAband=0 HoldTime=1 TalkTime=37 WorkTime=0

LocalQTime=0 NetworkQTime=0

10:49:20 pg1A-opc Trace:     BillRate=-1 SegmentTime=-1 NewTransaction=89

RouteID=5089

10:49:20 pg1A-opc Trace:     AgentPeriphNum=7251(6353)

SkillGroupSkillTargetID=5574(0x18918) ServiceSkillTargetID=5573(100632)

10:49:20 pg1A-opc Trace:     SRCAgentPeriphNum=(-1) CallDispositionFlag=1

10:49:20 pg1A-opc Trace:     DigitsDialed=8509222169 Var1=(null) Var2=(null)

 

10:49:20 pg1A-opc Trace:     Var3=(null) Var4=UT_INBOUND Var5=(null)

Var6=GTA_TIS

10:49:20 pg1A-opc Trace:     Var7=(null) Var8=9042139351 Var9=(null)

Var10=(null)

10:49:20 pg1A-opc Trace:     NetworkTargetID=-1 TrunkGroupID=-1 (-1)

InstrumentPortNumber=7251 DNIS=8504101302 UserToUser=(null)

10:49:20 pg1A-opc Trace:     AnsweredWithinServiceLevel=Y ConferenceTime=1

Priority=-1 Trunk=-1

10:49:20 pg1A-opc Trace:     BadCallTag=N CallTypeID=5073

CallerEnteredDigits(CED)=(null)

10:49:20 pg1A-opc Trace:     ANI=9042139351 WrapupData=(null)

ExpandedCallContextSize=51

10:49:20 pg1A-opc Trace:     NetworkConsult=FALSE

 

12. Call cleared for the secondary leg for CallID=69692647 i.e the transfered call.

 

10:53:22 pg1A-opc Trace: CSTA_CALL_CLEARED (PID=5000) -

clearedCall=(CallID=69692647 Device=564475 Type=Dynamic)

localConnectionInfo(-1)=CS_NONE cause=-1

 

13. TCD cut for the secondary leg for CallID=69692647, and the Source Agent for this call is Device 564475, which is dynamic( not configured in ICM). So the TCD fields SourceAgentPeripheralNumber will not be populated here, which is the expected behaviour.

 

10:53:25 pg1A-opc Trace: AgentLine::UpdateState - TerminateCall on

Instrument 7981 LineHandle=0 LineType=LT_INBOUND_ACD OldState=LS_WRAP

NewState=LS_IDLE            Connection=(CallID=69692647,DeviceID=7981.0

DevType=Static)

10:53:25 pg1A-opc Trace: Agent:TerminateCall - AgentSTID=5569 PeriphNo=7981

SkillGroup=889750 (0xD9396) Pri=0 LineType=LT_INBOUND_ACD Talk=258 Wrap=3

Hold=0       Connection=(CallID=69692647,DeviceID=7981.0 DevType=Static)

CallObj=0x338cd58)

10:53:25 pg1A-opc Trace: Call::BuildClosedCallRecord - DateTime=11/02

15:53:25

10:53:25 pg1A-opc Trace:     Periph=5000 MRDomainID=1 Day=149324

RtrCallKey=22736 RtrCallKeySeq#=5 PeriphCallKey=69692647

PeriphCallType=4,DBCD_XFER_IN

10:53:25 pg1A-opc Trace:     ApplicationTaskDisposition=0

10:53:25 pg1A-opc Trace:     ICRCallKey=1611051568,

ICRCallKeyParent=1611051409 ICRCallKeyChild=-1

10:53:25 pg1A-opc Trace:     CallDisp=30,DBCD_CONFERENCED NetworkTime=0

Duration=269 RingTime=8 DelayTime=0

10:53:25 pg1A-opc Trace:     TimeToAband=0 HoldTime=0 TalkTime=258

WorkTime=3 LocalQTime=0 NetworkQTime=0

10:53:25 pg1A-opc Trace:     BillRate=-1 SegmentTime=-1 NewTransaction=89

RouteID=-1

10:53:25 pg1A-opc Trace:     AgentPeriphNum=7981(5569)

SkillGroupSkillTargetID=5494(0xd9396) ServiceSkillTargetID=5489(889750)

10:53:25 pg1A-opc Trace:     SRCAgentPeriphNum=(-1) CallDispositionFlag=1

10:53:25 pg1A-opc Trace:     DigitsDialed=8509222169 Var1=(null) Var2=(null)

 

10:53:25 pg1A-opc Trace:     Var3=(null) Var4=UT_INBOUND Var5=(null)

Var6=GTA_TIS

10:53:25 pg1A-opc Trace:     Var7=(null) Var8=9042139351 Var9=(null)

Var10=(null)

10:53:25 pg1A-opc Trace:     NetworkTargetID=-1 TrunkGroupID=-1 (-1)

InstrumentPortNumber=7981 DNIS=8504101302 UserToUser=(null)

10:53:25 pg1A-opc Trace:     AnsweredWithinServiceLevel=Y ConferenceTime=1

Priority=-1 Trunk=-1

10:53:25 pg1A-opc Trace:     BadCallTag=N CallTypeID=-1

CallerEnteredDigits(CED)=(null)

10:53:25 pg1A-opc Trace:     ANI=9042139351 WrapupData=(null)

ExpandedCallContextSize=51

10:53:25 pg1A-opc Trace:     NetworkConsult=FALSE

10:53:25 pg1A-opc Trace:     ApplicationData='\0' 

 

 

Here, Agent 7251 is configured but no longer associated with the call. And the Source Agent for the secondary call is the Device 564475 and not the Agent 7251. And as the Device 564475 is of type dynamic and not configured in ICM, so the TCD field SourceAgentPeripheralNumber and SourceAgentSkillTargetID would not be populating. 

212
Views
0
Helpful
1
Replies
CreatePlease to create content