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