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UCCE Predictive Dialer Call flow - Query

 

Dear Experts,

 

Kindly request your support/guidelines to understand the dialer call flow for a predictive dialing. I tried to collect the logs as per the call flow as below; please let me know I am in thr right direction or not. Also I have a query over here that the dialer is sending call to the VG by prefix 89. But I am unable to figure out from where it is getting this 89.?? It will be highly appreciate if you guys can guide me where to check this.

 

  • The call will delivered to call manager only when a valid voice type recognized by dialer and then the dialer initiate call transfer to the agent via CUCM
  • The prefix 89 before the dialer dialing via VG, where I can find out this configuration?
  • My campaign prefix is 111 which I can see as CLI in the remote side.

 Platform :

 

UCCE - 8.5

SIP Dialer 

UCM - 8.5

Dialing mode - Predictive

 

 

  1. Import is scheduled and the campaign starts. Records are delivered to Dialer.

 

  1. The dialer process continually monitors peripheralskill group statistics from the CTI server for an available agent. Concurrently the campaign manager monitors the database for customer records and forwards active records to the dialer. When the dialer identifies an available agent for use in an outbound campaign, it sends a route request to the MR PIM.
  2. The MR PIM forwards the route request to the router.
  3. The Unified ICM/CCE/CCH CallRouter executes a routing script, selects an available agent, reserves that agent, and then returns a routing label (phone extension) identifying the reserved agent.
  4. Media RoutingPIM notifiesthe Dialer that the agent is available. The dialer then sends an agent reservation request to the Agent PG. The Agent PG generates a virtual agent reservation call to the agent desktop, and automatically places that virtual reservation call into answered state and then on hold.

 

Agent PIM Logs:

2:41:560 PG5B-pim1 Trace: CSTA SERVICE INITIATED, MonitoredPhone::ServiceInitiated: (Monitored Phone)

                 CallID     = 2131644722  DeviceID = 8386  DeviceType = Static

                 LocalState = INITIATE

                 Cause      = EC_NONE

14:22:41:560 PG5B-pim1 Trace: JTAPILine::SetLineType( LT_INSIDE(2) ) for line 0 on instrument 8386

14:22:41:560 PG5B-pim1 Trace: CSTA ORIGINATED, MonitoredPhone::Originated: (Monitored Phone)

                 ConnectionID   = (2131644722,8386) DeviceType = Static   à 8386 is the virtual number assigned to dialer port 086

                 Calling Device = 8386      Type       = DEVICE_IDENTIFIER

                 Called  Device = 8463      Type       = AGENT_DEVICE_IDENTIFIER  à 8486 is the extension of agent

                 Local State    = 1

                 Cause          = -1

14:22:41:560 PG5B-pim1 Trace: CSTA ORIGINATED, MonitoredPhone::Originated: SENT TO OPC

                 ConnectionID   = (2131644722,8386) DeviceType = Static

                 Calling Device = 8386      Type       = DEVICE_IDENTIFIER

                 Called  Device = 8463      Type       = AGENT_DEVICE_IDENTIFIER

                 Local State    = 1

                 Cause          = -1

14:22:41:560 PG5B-pim1 Trace: JTAPILine::SetLineType( LT_INSIDE(2) ) for line 0 on instrument 8463

14:22:41:560 PG5B-pim1 Trace: MatchPendingCall (DeskLinkCall) : Inst: N8463 CreatedByPreCall: T PeriphCID: -1 RouterCallKey=(152315/124821) 

14:22:41:560 PG5B-pim1 Trace: CancelAgentTimer: type = agentTimerReserved

14:22:41:560 PG5B-pim1 Trace: Offered matched PreCall for CID: 2131644722 Ext: 8463 SecondsPending: 0

14:22:41:560 PG5B-pim1 Trace: FreePreRoutedCall: Head Inst: N8463 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(152315/124821) 

14:22:41:560 PG5B-pim1 Trace: JTAPILine::SetLineType( LT_INBOUND_ACD(0) ) for line 0 on instrument 8463

14:22:41:560 PG5B-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Offered: SENT TO OPC

                 CallID      = 2131644722  DeviceID = 8386  DeviceType = Static

                 Alerting    =

 

                 Calling     = 8386

                 Called      = 8463

                 Redirection =

                 LocalState  = INITIATE

                 Cause       = EC_NONE

14:22:41:560 PG5B-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Delivered: SENT TO OPC

                 CallID      = 2131644722  DeviceID = 8386  DeviceType = Static

                 Alerting    = 8463

                 Calling     = 8386

                 Called      = 8463

                 Redirection =

                 LocalState  = ALERTING

                 Cause       = EC_NONE

14:22:41:560 PG5B-pim1 Trace: ScheduleAgentTimer: type = agentTImerRingTimeout, seconds = -1, callback = 2131644722

14:22:41:560 PG5B-pim1 Trace: Checking for agent whisper enabled. Ext=8463 CallID=2131644722 AW enabled=0 ReqEnbld:0 ReqSt=0

14:22:41:561 PG5B-pim1 Trace: Checking for RNA Requery. Ext=8463 CallID=2131644722 RNA=0 Qtime=4 ReqEnbld:0 DNID:0 ReqSt:0

14:22:41:561 PG5B-pim1 Trace: CancelAgentTimer: type = agentTImerRingTimeout

14:22:41:561 PG5B-pim1 Trace: CSTA ESTABLISHED, TelephonyDriver::Established: SENT TO OPC

                 CallID      = 2131644722  DeviceID = 8463  DeviceType = Static

                 Answering   = 8463

                 Calling     = 8386

                 Called      = 8463

                 Redirection =

                 LocalState  = CONNECT

                 Cause       = EC_NONE

14:22:41:561 PG5B-pim1 Trace: NeedPlayAgentGreeting: GREET= CustID=-1

14:22:41:561 PG5B-pim1 Trace: DeskLinkAgent::SetPendingPrevalentAgentState(Agent 21133 ext 8463) new pending agent state AS_TALKING

14:22:41:561 PG5B-pim1 Trace: SetPrevalentAgentState: (Agent 21133 ext 8463) newAgentState=AS_TALKING(4) reasoncode=0 stateDuration=0 currentLineHandle=0 lineType=LT_INBOUND_ACD(0) newLineState=LS_UNKNOWN(5) devString=

14:22:41:561 PG5B-pim1 Trace: SetPrevalentState: newState=AS_TALKING(4) reasoncode=0 

14:22:41:561 PG5B-pim1 Trace: UpdateSkillGroupStates: (Agent 21133 ext 8463) reasoncode=0 stateDuration=0 currentLineHandle=0 currentLineType=LT_INBOUND_ACD(0) newLineState=LS_UNKNOWN(5) devString=

14:22:41:561 PG5B-pim1 Trace: DeskLinkAgent::UpdateSkillGroupStates:ReserveAgentStateUpdate: Peripheral Number = 21133 Extension Number String = 8463

Skill Group Number = 7740 Line Handle = 0 Agent State = AS_TALKING

Duration Current State = 0 reason code = 0 networkTargetID = 0

14:22:41:561 PG5B-pim1 Trace: DeskLinkAgent::UpdateLineStates:ReserveAgentLineUpdate: Line Handle = 0 Line Type = LT_INBOUND_ACD

New Line State = LS_TALKING  State Duration = 0  Skill Group Number = 7740

14:22:41:561 PG5B-pim1 Trace: CSTA HELD, Held: SENT TO OPC

                 CallID        = 2131644722  DeviceID = 8463  DeviceType = Static

                 HoldingDevice = 8463

                 LocalState    = HOLD

                 Cause         = EC_NONE

14:22:41:561 PG5B-pim1 Trace: SetPrevalentAgentState: (Agent 21133 ext 8463) newAgentState=AS_HOLD(10) reasoncode=0 stateDuration=0 currentLineHandle=0 lineType=LT_INBOUND_ACD(0) newLineState=LS_UNKNOWN(5) devString=

14:22:41:561 PG5B-pim1 Trace: SetPrevalentState: newState=AS_HOLD(10) reasoncode=0 

 

Above agent is reserved by virtual call by Dailer to the agent and it places as hold until the dialer get a valid voice contact.

 

  1. Dialer signals the gateway to place outbound calls to the customers by using a SIP INVITE.
  2. The Gateway places outbound calls to the customers, and Dialer is notified the Gateway is trying.

 

BaDialer Logs:

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

Allocate port: 059, owner: DIALER_PREDICTIVE

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

14:25:45:548 dialer-baDialer Trace: (CPORT)        SetState, port: 059, state: GET_RECORD

14:25:45:548 dialer-baDialer Trace: (PM)

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

 

14:25:45:548 dialer-baDialer Trace: (CUST)           SetCallResult, id: 4523 in DL_5050_5047, skill: 6835, result: 1 [DIAL_RESERVED], now: [Wed Jan 10 14:25:45 2018], callback: [Wed Jan 10 14:24:31 2018]

14:25:45:548 dialer-baDialer Trace: (CM)              Send customer: 07706527278 record id: 4523, in DL_5050_5047 to port: 059

 

 

14:25:45:548 dialer-baDialer Trace: (PDD)             Record available event, port: 059, phone: 07706527278

14:25:45:548 dialer-baDialer Trace: (CPORT)        SetState, port: 059, state: PORT_DEVICE_ATTRIB

14:25:45:548 dialer-baDialer Trace: (SIP)               Dial, port: 059, phone 8907706527278, lDialTimeoutSec 64

                                CPA Parameters: AP = 2500, MinSP = 608, MinVSpeech = 112, MaxTA= 3000, MaxTone = 30000

14:25:45:548 dialer-baDialer Trace: (PDD)             ---> Dialing, phone: [8907706527278], port: 059, ring timeout: 64, state: PORT_DEVICE_ATTRIB  à here as you see the number is prefix with 89 ????

14:25:45:548 dialer-baDialer Trace: (CPORT)        SetState, port: 059, state: DIAL_CUSTOMER

 

14:25:45:660 dialer-baDialer Trace: (SIPThrottle)               Dial, port: 059, phone 8907706527278

14:25:45:660 dialer-baDialer Trace: DialerAppDialogSet - SIP port: 059, station: 8359, state: SIP_LINESTATE_IDLE

14:25:45:660 dialer-baDialer Trace: initialRequest - SipReq:  INVITE 8907706527278@10.200.128.131 cid=ca0efc5d-a420d426-4e26554f-8c4eb76e tid=1034da2f073aba3c cseq=INVITE contact=8359 / 1 from(tu)

14:25:45:674 dialer-baDialer Trace: CSipUATelephonyServer::HandleKeepAliveTimer

 

 

  1. Call Progress Analysis is done at the Gateway. Voice is detected, and Dialer is notified.

 

14:26:04:317 dialer-baDialer Trace: (DD)               Softphone connection event, phone: 8907706527278, result: VOICE, port: 059, state: DIAL_CUSTOMER,

14:26:04:317 dialer-baDialer Trace: (CUST)           SetCallResult, id: 4523 in DL_5050_5047, skill: 6835, result: 10 [VOICE], now: [Wed Jan 10 14:26:04 2018], callback: [Wed Jan 10 14:24:31 2018]

14:26:04:317 dialer-baDialer Trace: (PDD)             Received Telephony Event port: 059, connection state: 20

14:26:04:317 dialer-baDialer Trace: (CPORT)        SetState, port: 086, state: AGENT_RESERVE

14:26:04:317 dialer-baDialer Trace: (CPORT)        SetState, port: 059, state: TRANSFER

14:26:04:317 dialer-baDialer Trace: (PDD)             Transferring Customer port: 059, to Agent port: 086, Agent Id: 6684, Connection id 8386, Customer: 07706527278, Dial Id: 4523

14:26:04:317 dialer-baDialer Trace: (SIP)               Transfer, port: 059, phone 8463

14:26:04:317 dialer-baDialer Trace: (CPORT)        Duplicate SetState, port: 059, state: TRANSFER

14:26:04:323 dialer-baDialer Trace: SipISH-onReferAccepted:

                                SipReq:  NOTIFY 8359@10.200.128.158:58800 cid=ca0efc5d-a420d426-4e26554f-8c4eb76e tid=AB77EBB2018 cseq=NOTIFY contact=8907706527278@10.200.128.131:5060 / 103 from(wire)

                                SIP port: 059, station: 8359, state: SIP_LINESTATE_REFER_SENT

14:26:04:323 dialer-baDialer Trace: SipCSH::onUpdatePending:

                                SipReq:  NOTIFY 8359@10.200.128.158:58800 cid=ca0efc5d-a420d426-4e26554f-8c4eb76e tid=AB77EBB2018 cseq=NOTIFY contact=8907706527278@10.200.128.131:5060 / 103 from(wire)

14:26:04:364 dialer-baDialer Trace: (CLMGR_SIP)              Call delivered (agent), port: 059, id: 104253477

14:26:04:366 dialer-baDialer Trace: (PDD)             Begin Call event port: 059, Connection id: 104253477 state: TRANSFER

14:26:04:366 dialer-baDialer Trace: (CLMGR)      CTI SetCallData request, invoke: 215273, port: 059, call: 104253477

                type: 34, disposition: 23, ani: [07706527278]

                campaign: 5050 [CrossnetData_Sub_D1], query rule: 5047, acc#: []

                status: [CO], response: [CPA_Voice], list id: [4523], time zone: [+00180]

                CallerEnteredDigits: [NULL], customer name: [,], skill target id: , CallOriginated: [D]

14:26:04:366 dialer-baDialer Trace: (PDD)             Call Delivered event port: 059, Connection id: 104253477 state: TRANSFER, Customer: 07706527278, DialId: 4523

14:26:04:366 dialer-baDialer Trace: (CPORT)        SetState, port: 059, state: ANSWER_TRANSFER

14:26:04:366 dialer-baDialer Trace: (PDD)             Added Call id: 104253477 to desktop monitor; dialer auto answer: YES

14:26:04:368 dialer-baDialer Trace: SipCSH::onUpdateActive:

                                SipReq:  NOTIFY 8359@10.200.128.158:58800 cid=ca0efc5d-a420d426-4e26554f-8c4eb76e tid=AB77EBF576 cseq=NOTIFY contact=8907706527278@10.200.128.131:5060 / 104 from(wire)

SIP port: 059, station: 8359, state: SIP_LINESTATE_REFER_SENT

 

9             The Dialer asks the voice Gateway to transfer the answered outbound call to the reserved agent by its agent extension.

 

                And release the dialer port reserved for this call.

 

14:26:07:395 dialer-baDialer Trace: (CLMGR_SIP)              Call established, port: 059, id: 104253477, ext: [8463], agent: [21133] calling device id: [8907706527278]

 

14:26:07:403 dialer-baDialer Trace: SipCSH::onTerminated:

                                SipReq:  NOTIFY 8359@10.200.128.158:58800 cid=ca0efc5d-a420d426-4e26554f-8c4eb76e tid=AB77ED1393 cseq=NOTIFY contact=8907706527278@10.200.128.131:5060 / 105 from(wire)

                                SIP port: 059, station: 8359, state: SIP_LINESTATE_REFER_ACTIVE

14:26:07:403 dialer-baDialer Trace: SIP NOTIFY: SipFrag statusCode = 200

14:26:07:404 dialer-baDialer Trace: (DD)               Softphone transfer complete event, phone: 8907706527278, result: VOICE, port: 059, state: ANSWER_TRANSFER,

14:26:07:404 dialer-baDialer Trace: (PDD)             Received Telephony Event port: 059, connection state: 20

14:26:07:404 dialer-baDialer Trace: (PDD)             ***End call event port: 059, state: ANSWER_TRANSFER***

14:26:07:404 dialer-baDialer Trace: (PDR)             Release agent request, port: 086, state: AGENT_RESERVE

14:26:07:404 dialer-baDialer Trace: (PDR)             End port: 086

 

14:26:07:404 dialer-baDialer Trace: (CLMGR)      CTI ClearConnection request, invoke: 215313, port: 086, call: 2131644722, instrument: [8463]

14:26:07:404 dialer-baDialer Trace: CCallManager::RemoveCall -> call: 2131644722

14:26:07:404 dialer-baDialer Trace: (SIP)               Hangup, port: 086   à Release the port

14:26:07:404 dialer-baDialer Trace: (PM)

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

Release port: 086, state: [AGENT_RESERVE]

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

14:26:07:404 dialer-baDialer Trace: (CPORT)        SetState, port: 086, m_ReservationCallTime: 205875, state: IDLE

14:26:07:404 dialer-baDialer Trace: (SIP)               Hangup, port: 059

14:26:07:404 dialer-baDialer Trace: (SIP)               Hangup, port: 059

14:26:07:404 dialer-baDialer Trace: (PM)

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

Release port: 059, state: [ANSWER_TRANSFER]

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

14:26:07:404 dialer-baDialer Trace: (CPORT)        SetState, port: 059, m_CustomerCallTime: 21859, state: IDLE

14:26:07:405 dialer-baDialer Trace: Info:: HandleByeMsg - SIP port: 086, station: 8386, state: SIP_LINESTATE_IDLE

14:26:07:405 dialer-baDialer Trace: Info:: HandleByeMsg - SIP port: 059, station: 8359, state: SIP_LINESTATE_IDLE

14:26:07:405 dialer-baDialer Trace: Info:: HandleByeMsg - SIP port: 059, station: 8359, state: SIP_LINESTATE_IDLE

14:26:07:409 dialer-baDialer Trace: SipISH-onTerminated:0

                                SipReq:  BYE 8359@10.200.128.158:58800 cid=ca0efc5d-a420d426-4e26554f-8c4eb76e tid=AB77ED2215E cseq=BYE / 106 from(wire)

14:26:07:409 dialer-baDialer Trace: SIP port: 059, station: 8359, state: SIP_LINESTATE_IDLE

14:26:07:409 dialer-baDialer Trace: ~DialerAppDialogSet - SIP port: 059, station: 8359, state: SIP_LINESTATE_IDLE

 

 

10           The Gateway directs the answered outbound calls to the agents through Unified CM, using agent extensions and Unified CM host address. The Dialer auto-answers the transferred call for the agent through the CTI server so that the voice path between the customer and the agent can be quickly established.

 

Call Manager Logs:

 

14:26:34.977 |//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP UDP message size 1242 from 10.200.128.131:[53909]:

[459252,NET]

INVITE sip:8463@10.100.100.124:5060 SIP/2.0

Via: SIP/2.0/UDP 10.200.128.131:5060;branch=z9hG4bKAB77EBC18A7

Remote-Party-ID: <sip:8907706527278@10.200.128.131>;party=calling;screen=no;privacy=off

From: <sip:8907706527278@10.200.128.131>;tag=8992C570-578

To: <sip:8463@10.100.100.124>

Date: Wed, 10 Jan 2018 11:26:34 GMT

Call-ID: F325332C-F52F11E7-887FC527-308E9096@10.200.128.131

Supported: 100rel,timer,resource-priority,replaces,sdp-anat

Min-SE:  90

Cisco-Guid: 3893022448-4113502695-2276508967-0814649494

User-Agent: Cisco-SIPGateway/IOS-15.2.3.T1

Allow: INVITE, OPTIONS, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY, INFO, REGISTER

CSeq: 101 INVITE

Max-Forwards: 70

Timestamp: 1515583594

Contact: <sip:8907706527278@10.200.128.131:5060>

Call-Info: <sip:10.200.128.131:5060>;method="NOTIFY;Event=telephone-event;Duration=2000"

Expires: 60

Referred-By: sip:8359@10.200.128.158  à Initial customer dialed port station id

Allow-Events: telephone-event

Content-Type: application/sdp

Content-Disposition: session;handling=required

Content-Length: 197

 

v=0

o=CiscoSystemsSIP-GW-UserAgent 2664 8700 IN IP4 10.200.128.131

s=SIP Call

c=IN IP4 10.200.128.131

t=0 0

m=audio 16722 RTP/AVP 0

c=IN IP4 10.200.128.131

a=rtpmap:0 PCMU/8000

a=ptime:20

|6,100,220,1.80581^10.200.128.131^*

 

14:26:34.978 |//SIP/SIPUdp/wait_SdlSPISignal: Outgoing SIP UDP message to 10.200.128.131:[5060]:

[459253,NET]

SIP/2.0 100 Trying

Via: SIP/2.0/UDP 10.200.128.131:5060;branch=z9hG4bKAB77EBC18A7

From: <sip:8907706527278@10.200.128.131>;tag=8992C570-578

To: <sip:8463@10.100.100.124>

Date: Wed, 10 Jan 2018 11:26:34 GMT

Call-ID: F325332C-F52F11E7-887FC527-308E9096@10.200.128.131

CSeq: 101 INVITE

Allow-Events: presence

Content-Length: 0

 

|6,100,220,1.80581^10.200.128.131^*

 

14:26:35.011 |//SIP/SIPUdp/wait_SdlSPISignal: Outgoing SIP UDP message to 10.200.128.131:[5060]:

[459254,NET]

SIP/2.0 180 Ringing

Via: SIP/2.0/UDP 10.200.128.131:5060;branch=z9hG4bKAB77EBC18A7

From: <sip:8907706527278@10.200.128.131>;tag=8992C570-578

To: <sip:8463@10.100.100.124>;tag=194007~22b80be0-eca5-435c-9738-72cf1b024469-105462089

Date: Wed, 10 Jan 2018 11:26:34 GMT

Call-ID: F325332C-F52F11E7-887FC527-308E9096@10.200.128.131

CSeq: 101 INVITE

Allow: INVITE, OPTIONS, INFO, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY

Allow-Events: presence

Supported: X-cisco-srtp-fallback

Supported: Geolocation

P-Asserted-Identity: <sip:8463@10.100.100.124>

Remote-Party-ID: <sip:8463@10.100.100.124>;party=called;screen=yes;privacy=off

Contact: <sip:8463@10.100.100.124:5060>

Content-Length: 0

 

|6,100,220,1.80581^10.200.128.131^*

 

 

14:26:38.044 |//SIP/SIPUdp/wait_SdlSPISignal: Outgoing SIP UDP message to 10.200.128.131:[5060]:

[459259,NET]

SIP/2.0 200 OK

Via: SIP/2.0/UDP 10.200.128.131:5060;branch=z9hG4bKAB77EBC18A7

From: <sip:8907706527278@10.200.128.131>;tag=8992C570-578

To: <sip:8463@10.100.100.124>;tag=194007~22b80be0-eca5-435c-9738-72cf1b024469-105462089

Date: Wed, 10 Jan 2018 11:26:34 GMT

Call-ID: F325332C-F52F11E7-887FC527-308E9096@10.200.128.131

CSeq: 101 INVITE

Allow: INVITE, OPTIONS, INFO, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY

Allow-Events: presence

Supported: replaces

Supported: X-cisco-srtp-fallback

Supported: Geolocation

Session-Expires:  1800;refresher=uas

Require:  timer

P-Asserted-Identity: <sip:8463@10.100.100.124>

Remote-Party-ID: <sip:8463@10.100.100.124>;party=called;screen=yes;privacy=off

Contact: <sip:8463@10.100.100.124:5060>

Content-Type: application/sdp

Content-Length: 160

 

v=0

o=CiscoSystemsCCM-SIP 2000 1 IN IP4 10.100.100.124

s=SIP Call

c=IN IP4 10.200.128.120

t=0 0

m=audio 25704 RTP/AVP 0

a=rtpmap:0 PCMU/8000

a=ptime:20

|2,100,50,1.36038685^10.200.128.120^MTP_2

 

14:26:38.069 |//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP UDP message size 437 from 10.200.128.131:[53909]:

[459260,NET]

ACK sip:8463@10.100.100.124:5060 SIP/2.0

Via: SIP/2.0/UDP 10.200.128.131:5060;branch=z9hG4bKAB77ED0193F

From: <sip:8907706527278@10.200.128.131>;tag=8992C570-578

To: <sip:8463@10.100.100.124>;tag=194007~22b80be0-eca5-435c-9738-72cf1b024469-105462089

Date: Wed, 10 Jan 2018 11:26:34 GMT

Call-ID: F325332C-F52F11E7-887FC527-308E9096@10.200.128.131

Max-Forwards: 70

CSeq: 101 ACK

Allow-Events: telephone-event

Content-Length: 0

 

|6,100,220,1.80582^10.200.128.131^*

 

Agent PIM Logs:

 

14:26:04:356 PG5B-pim1 Trace: Delivered: CID=104253477 ConnDevID=8907706527278/1  AlertDevID=/0 CallingDev=8907706527278/0 CalledDev=8463/0 LastRedDev=/0 LocalConn=1 Cause=22OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000036C8250649394A00000000 ANI=8907706527278 DevTgDevStr=8463

14:26:04:356 PG5B-pim1 Trace: GetAgentWhispePrimaryCallID: Unable to find PreRoutedCallPending 104253477

14:26:04:356 PG5B-pim1 Trace: JTAPILine::SetLineType( LT_INSIDE(2) ) for line 1 on instrument 8463

14:26:04:356 PG5B-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Offered: SENT TO OPC

                 CallID      = 104253477  DeviceID = 8907706527278  DeviceType = Dynamic

                 Alerting    =

                 Calling     = 8907706527278

                 Called      = 8463

                 Redirection =

                 LocalState  = INITIATE

                 Cause       = EC_NEW_CALL

14:26:04:356 PG5B-pim1 Trace: Delivered: CID=104253477 ConnDevID=8907706527278/1  AlertDevID=8463/0 CallingDev=8907706527278/0 CalledDev=8463/0 LastRedDev=/0 LocalConn=2 Cause=-1OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000036C8250649394A00000000 DevTgDevStr=8463

14:26:04:356 PG5B-pim1 Trace: GetAgentWhispePrimaryCallID: Unable to find PreRoutedCallPending 104253477

14:26:04:356 PG5B-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Delivered: SENT TO OPC

                 CallID      = 104253477  DeviceID = 8907706527278  DeviceType = Dynamic

                 Alerting    = 8463

                 Calling     = 8907706527278

                 Called      = 8463

                 Redirection =

                 LocalState  = ALERTING

                 Cause       = EC_NONE

14:26:04:356 PG5B-pim1 Trace: ScheduleAgentTimer: type = agentTImerRingTimeout, seconds = -1, callback = 104253477

14:26:04:369 PG5B-pim1 Trace: TPCSTAAssociateDataMsg: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf008b544 ExistingCall(CID=104253477,Dev=8907706527278,Type=Dynamic) AccountInfo= AuthorCode= CalledPartyDisposition=0,<UNKNOWN DISPOSITION>

14:26:04:369 PG5B-pim1 Trace: PRIVATE_DATA: AGID=21133 CorrData= WrapupData=ÿ CED=ÿ ANI=07706527278 UUIData=ÿ

 

 

14:26:07:386 PG5B-pim1 Trace: Established: CID=104253477 ConnDevID=8463/0  AnsDevID=8463/0 CallingDev=8907706527278/0 CalledDev=8463/0 LastRedDev=/0 LocalConn=3 Cause=-1OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000036C8250649394A00000000 DevTgDevStr=8463

14:26:07:386 PG5B-pim1 Trace: Checking for agent whisper enabled. Ext=8463 CallID=104253477 AW enabled=0 ReqEnbld:0 ReqSt=0

14:26:07:386 PG5B-pim1 Trace: Checking for RNA Requery. Ext=8463 CallID=104253477 RNA=0 Qtime=4 ReqEnbld:0 DNID:0 ReqSt:0

14:26:07:386 PG5B-pim1 Trace: Established:: Line state and Agent state mismatch make the Line state to Talking

14:26:07:386 PG5B-pim1 Trace: CancelAgentTimer: type = agentTImerRingTimeout

14:26:07:386 PG5B-pim1 Trace: CSTA ESTABLISHED, TelephonyDriver::Established: SENT TO OPC

                 CallID      = 104253477  DeviceID = 8463  DeviceType = Static

                 Answering   = 8463

                 Calling     = 8907706527278

                 Called      = 8463

                 Redirection =

                 LocalState  = CONNECT

                 Cause       = EC_NONE

14:26:07:387 PG5B-pim1 Trace: NeedPlayAgentGreeting: GREET= CustID=-1

14:26:07:387 PG5B-pim1 Trace: DeskLinkAgent::SetPendingPrevalentAgentState(Agent 21133 ext 8463) new pending agent state AS_TALKING

14:26:07:387 PG5B-pim1 Trace: SetPrevalentAgentState: (Agent 21133 ext 8463) newAgentState=AS_TALKING(4) reasoncode=0 stateDuration=0 currentLineHandle=1 lineType=LT_INSIDE(2) newLineState=LS_UNKNOWN(5) devString=

14:26:07:387 PG5B-pim1 Trace: SetPrevalentState: newState=AS_TALKING(4) reasoncode=0 

14:26:07:387 PG5B-pim1 Trace: UpdateSkillGroupStates: (Agent 21133 ext 8463) reasoncode=0 stateDuration=0 currentLineHandle=1 currentLineType=LT_INSIDE(2) newLineState=LS_UNKNOWN(5) devString=

14:26:07:387 PG5B-pim1 Trace: DeskLinkAgent::UpdateSkillGroupStates:ReserveAgentStateUpdate: Peripheral Number = 21133 Extension Number String = 8463

Skill Group Number = 7740 Line Handle = 1 Agent State = AS_TALKING

Duration Current State = 0 reason code = 0 networkTargetID = 0

14:26:07:387 PG5B-pim1 Trace: DeskLinkAgent::UpdateLineStates:ReserveAgentLineUpdate: Line Handle = 1 Line Type = LT_INSIDE

New Line State = LS_TALKING  State Duration = 0  Skill Group Number = 7740

14:26:07:396 PG5B-pim1 Trace: RTPStarted: CID=104253477, ConnDevID=8463/0, Addr=10.54.152.72:24938, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000036C8250649394A00000000

14:26:07:405 PG5B-pim1 Trace: CSTAClearConnection: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf008b545 Call(CID=2131644722,Dev=8463,Type=Static)

14:26:07:405 PG5B-pim1 Trace: PRIVATE_DATA: CompoundRequestType=Unknown CSTA Event Type SubjectDevice=8463

14:26:07:405 PG5B-pim1 Trace: DeskLinkAgent::IsWorkModeRequired: CID: 2131644722, no wrap-up required on Blended Agent Reservation Call

14:26:07:405 PG5B-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC

                 CallID          = 2131644722  DeviceID = 8463  DeviceType = Static

                 ReleasingDevice = 8463

                 LocalState      = NONE

                 Cause           = EC_NONE

14:26:07:406 PG5B-pim1 Trace: DeskLinkAgent::GetNumActiveACDCalls(Agent 21133 ext 8463) return 1

14:26:07:406 PG5B-pim1 Trace: DeskLinkAgent::IsWorkModeRequired: CID: 2131644722, no wrap-up required on Blended Agent Reservation Call

14:26:07:406 PG5B-pim1 Trace: SetPrevalentAgentState: (Agent 21133 ext 8463) newAgentState=AS_TALKING(4) reasoncode=0 stateDuration=0 currentLineHandle=0 lineType=LT_INBOUND_ACD(0) newLineState=LS_IDLE(3) devString=

14:26:07:406 PG5B-pim1 Trace: SetPrevalentState: newState=AS_TALKING(4) reasoncode=0 

14:26:07:406 PG5B-pim1 Trace: UpdateSkillGroupStates: (Agent 21133 ext 8463) reasoncode=0 stateDuration=0 currentLineHandle=0 currentLineType=LT_INBOUND_ACD(0) newLineState=LS_IDLE(3) devString=

14:26:07:406 PG5B-pim1 Trace: DeskLinkAgent::UpdateSkillGroupStates:ReserveAgentStateUpdate: Peripheral Number = 21133 Extension Number String = 8463

Skill Group Number = 7740 Line Handle = 1 Agent State = AS_TALKING

Duration Current State = 0 reason code = 0 networkTargetID = 0

14:26:07:406 PG5B-pim1 Trace: DeskLinkAgent::UpdateLineStates:ReserveAgentLineUpdate: Line Handle = 0 Line Type = LT_INBOUND_ACD

New Line State = LS_IDLE  State Duration = 0  Skill Group Number = 7740

14:26:07:406 PG5B-pim1 Trace: DeskLinkAgent::GetNumActiveACDCalls(Agent 21133 ext 8463) return 1

14:26:07:406 PG5B-pim1 Trace: DeskLinkAgent::GetNumActiveACDCalls(Agent 21133 ext 8463) return 1

14:26:07:406 PG5B-pim1 Trace: JTAPILine::SetLineType( LT_UNKNOWN(3) ) for line 0 on instrument 8463

14:26:07:406 PG5B-pim1 Trace: CSTA CONNECTION CLEARED, MonitoredPhone::ConnectionCleared: (Monitored Phone)

                 CallID          = 2131644722  DeviceID = 8386  DeviceType = Static

                 ReleasingDevice = 8386

                 LocalState      = NONE

                 Cause           = EC_NONE

14:26:07:406 PG5B-pim1 Trace: JTAPILine::SetLineType( LT_UNKNOWN(3) ) for line 0 on instrument 8386

14:26:07:406 PG5B-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared: SENT TO OPC

                 CallID     = 2131644722 DeviceID =

  DeviceType = Static       LocalState = NONE

                 Cause      = EC_NONE

14:26:07:406 PG5B-pim1 Trace: CSTAClearConnectionConfEvent: TPServices::CSTAClearConnectionConfEvent InvokeID=0xf008b545

14:26:07:430 PG5B-pim1 Trace: RTPStarted: CID=104253477, ConnDevID=8463/0, Addr=10.200.128.120:25706, Direction=OUT, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000036C8250649394A00000000

 

 

11  call cleared after the finishing the successful contact with agent and customer Agent PIM.

 

PIM Logs:

14:28:46:053 PG5B-pim1 Trace: RTPStopped: CID=104253477, ConnDevID=8463/0, Addr=10.54.152.72:24938, Direction=IN, UniqueID=000000000036C8250649394A00000000

14:28:46:053 PG5B-pim1 Trace: RTPStopped: CID=104253477, ConnDevID=8463/0, Addr=10.200.128.120:25706, Direction=OUT, UniqueID=000000000036C8250649394A00000000

14:28:46:053 PG5B-pim1 Trace: ConnectionCleared: CID=104253477 ConnDevID=8463/0 ReleasingDev=8463/0 LocalConn=-1 Cause=-1UniqueID=000000000036C8250649394A00000000 DevTgDevStr=8463

14:28:46:053 PG5B-pim1 Trace: DeskLinkAgent::GetNumActiveACDCalls(Agent 21133 ext 8463) return 1

14:28:46:053 PG5B-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC

                 CallID          = 104253477  DeviceID = 8463  DeviceType = Static

                 ReleasingDevice = 8463

                 LocalState      = NONE

                 Cause           = EC_NONE

 

BA Dialer Logs:

14:28:46:061 dialer-baDialer Trace: (CLMGR)      Call cleared, port: 059, id: 104253477

14:28:46:063 dialer-baDialer Trace: (DM)              Customer call cleared, connection id: 104253477, customer: 07706527278, Dial Id: 4523, PortId: 59

14:28:46:063 dialer-baDialer Trace: (CLMGR)      End call, port: 059, id: 104253477

14:28:46:066 dialer-baDialer Trace: (DM)              #####Customer call ended, connection id: 104253477, customer: 07706527278, dialId: 4523####

14:28:46:066 dialer-baDialer Trace: (DM)              Close customer record: 4523 in DL_5050_5047

14:28:46:066 dialer-baDialer Trace: (CM)              Close record request, customer: 07706527278, Dial Id: 4523 in DL_5050_5047, result: 10 [VOICE]

14:28:46:066 dialer-baDialer Trace: (CUST)           Record sent to campaign manager, id: 4523 in DL_5050_5047, skill: 6835, result: 10 [VOICE]

 

Call Manager Logs:

14:29:16.689 |//SIP/SIPUdp/wait_UdpDataInd: Incoming SIP UDP message size 569 from 10.200.128.131:[53909]:

[459702,NET]

BYE sip:8463@10.100.100.124:5060 SIP/2.0

Via: SIP/2.0/UDP 10.200.128.131:5060;branch=z9hG4bKAB781FB448

From: <sip:8907706527278@10.200.128.131>;tag=8992C570-578

To: <sip:8463@10.100.100.124>;tag=194007~22b80be0-eca5-435c-9738-72cf1b024469-105462089

Date: Wed, 10 Jan 2018 11:26:34 GMT

Call-ID: F325332C-F52F11E7-887FC527-308E9096@10.200.128.131

User-Agent: Cisco-SIPGateway/IOS-15.2.3.T1

Max-Forwards: 70

Timestamp: 1515583756

CSeq: 102 BYE

Reason: Q.850;cause=16

P-RTP-Stat: PS=7930,OS=1268800,PR=7932,OR=1269120,PL=0,JI=3,LA=0,DU=158

Content-Length: 0

 

|6,100,220,1.80684^10.200.128.131^*

 

 

Regards,

                             

Shalid Chalil

 

 

 

                             

 

1 ACCEPTED SOLUTION

Accepted Solutions

Re: UCCE Predictive Dialer Call flow - Query

Hi there,

 

Check:

if have you configured under

Campaign General tab --> Campaign Prefix digit

or

In Dialer Settings --> General Telephony section

or

in registry at here on the dialer(Keys ends with name prefix):

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Dialer

 

 

5 REPLIES

Re: UCCE Predictive Dialer Call flow - Query

Hello,

 

UCCE 8.5 SIP Dialer is not supported with SIP Trunk, this is why you have the E1's.

89 is a prefix we added to the SIP response message on the CUBE so that the calls will be matched to dial-peer voice 100 to use the E1 interface

 

P.S: 88 prefix is used for Fanoos Outbound calls.

 

Good Luck.

 

Amer

 

 

Re: UCCE Predictive Dialer Call flow - Query

Thanks Amer.. 

 

but the below command, should remove the 89 from the message , right?

response 180 sip-header From modify "<sip:89(07.*)@10.200.128.130>" "<sip:\1@10.200.128.130>" 

 

so my initial question is where the dialer or the message request is getting 89 with the contacts. we are uploading only 077XXXXXXXX. 

appreciated if you can shed some light on it? 

 

Regards,

Shalid 

Re: UCCE Predictive Dialer Call flow - Query

in that case you need to check the dialer configuration on UCCE, can you share some screenshots as i am sure it is there somewhere.

 

Amer

Re: UCCE Predictive Dialer Call flow - Query

Hi there,

 

Check:

if have you configured under

Campaign General tab --> Campaign Prefix digit

or

In Dialer Settings --> General Telephony section

or

in registry at here on the dialer(Keys ends with name prefix):

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\<instance name>\Dialer

 

 

Re: UCCE Predictive Dialer Call flow - Query

Many thanks Chintan. 

 

I missed this at first place. i found it in dialer settings under general telephony section. 

 

Regards,

Shalid 

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