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Termination Call Detail - call type ID

We are running IPCC 7.0sr3 and are having some reporting issues. When looking at the Termination Call Detail in SQL, I see some calls that have a Call Type ID of -1. Obviously, none of our defined call types have a negative ID number. Does anyone know what this means?


Re: Termination Call Detail - call type ID

Always check the ICM Database Schema( you can find it in your AdminWorkstation).

So here is what the schema help says about CallTypeID:

CallTypeID: Indicates which call type, and therefore which routing script, was used to route this call. Note This field contains a value only if the call was translation-routed, post-routed to/from an ACD, or sent to an IPCC agent.

If you now Check the CallDispositon field for those Calls having -1 CallTypeID, ill say you will find 15 which means:

15 = Redirected In ICM, this indicates the call was redirected such that the PIM no longer can receive events for the call. In other words, the PIM no longer has a way of referencing or tracking the call. For example, the call might have been redirected to a non-ICM monitored device and then returned to the switch with a different call ID. The ICM generates the termination call detail record with only the data originally tracked for the call. Calls marked as Redirected are counted as Overflow Out calls in the ICM service and route tables.In IPCC, to more accurately reflect call status, CallDisposition is set to 15 (Redirected) instead of 4 (Abandon Delay) when: ? A call leaves a CTI route point to be sent to an IVR.? An agent transfers the call to another skillgroup and no agent is available, so the call is sent to an IVR.

Hope this helps

Zin-Elabidine Karzazi

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