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Created by: srinivas voora on 28-10-2009 03:18:27 PM
Hi,
 
One of our customers is transfering the call to a voice prompt before delivering it to the agent, when the call goes to the agent the TAPI callid of the call is changing. I am looking a way of establishing relation between the old call id and new callid (an event or field in the event). The RelatedCallId field is never populated. Any ideas?
 
CallID = (4634880).
RelatedCallID = (0).
 
Thanks in Advance.

Subject: RE: Call Id chaning in the middle of the call
Replied by: David Staudt on 29-10-2009 04:37:37 PM
Can you provide a little more detail, including a step-by-step walk-through of the call flow?  Please indicate the APIs/fields you are looking at at which steps.

Subject: RE: Call Id chaning in the middle of the call
Replied by: srinivas voora on 06-11-2009 02:26:22 PM
Hi David,
 
According to my understanding call comes in, goes to a voice prompt, the caller is played a message then the call transfered to the agent. We use TAPI lineOpen and then use lineGetMessge to listen to messages. Currenttly we process only LINE_CALLSTATE messages only. Here is an example what my application is getting, the callid changes from 5503637 to 10204575 after call is established to the agent.
 
Thanks In advance
 
08/19 10:52:06.23 [CISCOTAPI: Event] Received LINE_APPNEWCALL for Ext (7291)
08/19 10:52:06.23   CallID = (5503637).
08/19 10:52:06.23   RelatedCallID = (0).
08/19 10:52:06.23   CallStates = (65343).
08/19 10:52:06.23   DWParam1 = (0x0).
08/19 10:52:06.23   DWParam2 = (0x25122).
08/19 10:52:06.23   DWParam3 = (0x2).
08/19 10:52:06.23   Origin = LINECALLORIGIN_INTERNAL.
08/19 10:52:06.23   Reason = LINECALLREASON_DIRECT.
08/19 10:52:06.23   CallerID = (5002).
08/19 10:52:06.23   CallerIDName =  (VoiceMail).
08/19 10:52:06.23   CalledID = (7291).
08/19 10:52:06.23   CalledIDName = (MARLON HINES).
08/19 10:52:06.23   Trunk = "Internal Call".
08/19 10:52:06.23   UserUserInfoSize = (0).
08/19 10:52:06.23 [CISCOTAPI: Event] Received LINECALLSTATE_OFFERING for Ext (7291)
08/19 10:52:06.23   CallID = (5503637).
08/19 10:52:06.23   RelatedCallID = (0).
08/19 10:52:06.23   CallStates = (65343).
08/19 10:52:06.23   DWParam1 = (0x2).
08/19 10:52:06.23   DWParam2 = (0x0).
08/19 10:52:06.23   DWParam3 = (0x0).
08/19 10:52:06.23   Origin = LINECALLORIGIN_INTERNAL.
08/19 10:52:06.23   Reason = LINECALLREASON_DIRECT.
08/19 10:52:06.23   CallerID = (5002).
08/19 10:52:06.23   CallerIDName =  (VoiceMail).
08/19 10:52:06.23   CalledID = (7291).
08/19 10:52:06.23   CalledIDName = (MARLON HINES).
08/19 10:52:06.23   Trunk = "Internal Call".
08/19 10:52:06.23   UserUserInfoSize = (0).
08/19 10:52:06.24 [CISCOTAPI: Event] Received LINECALLSTATE_ACCEPTED for Ext (7291)
08/19 10:52:06.24   CallID = (5503637).
08/19 10:52:06.24   RelatedCallID = (0).
08/19 10:52:06.24   CallStates = (65343).
08/19 10:52:06.24   DWParam1 = (0x4).
08/19 10:52:06.24   DWParam2 = (0x0).
08/19 10:52:06.24   DWParam3 = (0x0).
08/19 10:52:06.24   Origin = LINECALLORIGIN_INTERNAL.
08/19 10:52:06.24   Reason = LINECALLREASON_DIRECT.
08/19 10:52:06.24   CallerID = (5002).
08/19 10:52:06.24   CallerIDName =  (VoiceMail).
08/19 10:52:06.24   CalledID = (7291).
08/19 10:52:06.24   CalledIDName = (MARLON HINES).
08/19 10:52:06.24   Trunk = "Internal Call".
08/19 10:52:06.24   UserUserInfoSize = (0).
08/19 10:52:06.26 [CISCOTAPI: Event] Received LINECALLINFOSTATE_CALLID for Ext (7291)
08/19 10:52:06.26   CallID = (10204575).
08/19 10:52:06.26   RelatedCallID = (0).
08/19 10:52:06.26   CallStates = (65343).
08/19 10:52:06.26   DWParam1 = (0x40).
08/19 10:52:06.26   DWParam2 = (0x0).
08/19 10:52:06.26   DWParam3 = (0x0).
08/19 10:52:06.26   Origin = LINECALLORIGIN_INTERNAL.
08/19 10:52:06.26   Reason = LINECALLREASON_DIRECT.
08/19 10:52:06.26   CallerID = (5002).
08/19 10:52:06.26   CallerIDName =  (VoiceMail).
08/19 10:52:06.26   CalledID = (7291).
08/19 10:52:06.26   CalledIDName = (MARLON HINES).
08/19 10:52:06.26   Trunk = "Internal Call".
08/19 10:52:06.26   UserUserInfoSize = (0).

Subject: RE: Call Id chaning in the middle of the call
Replied by: David Staudt on 06-11-2009 04:33:32 PM
Thanks for the clarification, I believe this a consult/transfer situation, in which case I'm not sure you will be able find out by looking at the initial incoming consult call, what relation it has to another call at the consulting device.
 
For example, what if the playback port had 2 or more calls on hold when it performed the consult to your app?  Which callID would be the related call?  I think only the app doing the consult/transfer will know 100% that the original call and consult call have any relation. 
 
Now, if that app performed a Redirect on the call, instead of a consult/transfer, then the callID would remain the same.  UCM supports Redirect of connected calls.
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