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Agent Detail Report - Behavior of calls

Hi guys,

 

We have different behavior from reported for report guide UCCX 11.6. In the column <Other CSQs>:

 

Other CSQs

If the call is queued to multiple CSQs, name of one of the CSQs to which the call was queued is displayed.

Displays "…" to indicate there are more CSQs to which the call was queued.

 

For example, a real scenario.

Behavior.png

 

 

++ Call came to UCCX:

 

611932630: Apr 12 14:25:57.852 BRST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_TPG_ROUTE_EXE-41-176754-ROUTE_CALL_EV] CallImpl: Call.received() JTAPICallContact[id=29641,type=Cisco JTAPI Call,implId=565683/3,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=PSG_CENTRAL_ATEND_SP,type=Cisco Script Application,id=7,desc=PSG_CENTRAL_ATEND_MG,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2018-11-25 05:51:30.0,recordId=73,desc=PSG_CENTRAL_ATEND_MG,name=PSG_CENTRAL_ATEND_SP,type=Cisco Script Application,id=7,enabled=true,sessions=10,script=SCRIPT[CMA/CENTRAL_SP.aef],defaultScript=,vars=[<java.lang.String CSQ_CENTRAL>,<com.cisco.prompt.Playable Queue_CENTRAL>,<com.cisco.prompt.Playable Fora_de_horario_laboral>],defaultVars=null]]],task=null,session=null,seqNum=-1,time=1555089957851,cn=112596,dn=112596,cgn=1148105630,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=112596,odn=null,uui=null,aniii=null,ced=null,OrigProto...

 

++ Task ID is created for the call:

 

611932702: Apr 12 14:25:57.886 BRST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_PORT_QEXE_324-264-1336-TERM_CONN_EV:324] CallImpl: Call.attributed() JTAPICallContact[id=29641,type=Cisco JTAPI Call,implId=565683/3,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=pt_BR,aborting=false,app=App[name=PSG_CENTRAL_ATEND_SP,type=Cisco Script Application,id=7,desc=PSG_CENTRAL_ATEND_MG,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2018-11-25 05:51:30.0,recordId=73,desc=PSG_CENTRAL_ATEND_MG,name=PSG_CENTRAL_ATEND_SP,type=Cisco Script Application,id=7,enabled=true,sessions=10,script=SCRIPT[CMA/CENTRAL_SP.aef],defaultScript=,vars=[<java.lang.String CSQ_CENTRAL>,<com.cisco.prompt.Playable Queue_CENTRAL>,<com.cisco.prompt.Playable Fora_de_horario_laboral>],defaultVars=null]]],task=31000524655,session=Session[id=001-0x37e17ac7f,parent=null,active=true,state=SESSION_IN_USE,time=1555089957852],seqNum=0,time=1555089957851,cn=112596,dn=112596,cgn=1148105630,ani=null,dni...

611932703: Apr 12 14:25:57.886 BRST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_PORT_QEXE_324-264-1336-TERM_CONN_EV:324] RequestImpl: CallID:29641 MediaId:565683/3 Task:31000524655 associated with ==== 31000524655

611932704: Apr 12 14:25:57.887 BRST %MIVR-SS_CM-7-UNK:[MIVR_SS_RM_RmMsgProcessor-140-0-RmMsgProcessor] CTIPort: In CTIPort 0 .processSessionOfferedMsg (29641, 50897331 [565683/3]), App FW contact 29641 belongs to session 15000382591

 

++ Call reached to Select Resource Step and CSQ “FILA_CENTRAL_ATEND_SP” was selected.

 

611933400: Apr 12 14:26:00.016 BRST %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-7-TASK:0x737c6776f_CMA/CENTRAL_SP.aef] WFTracingLogImpl: Execute step of Task 31000524655 : Select Resource (--Triggering Contact-- from CSQ_CENTRAL)

611933401: Apr 12 14:26:00.016 BRST %MIVR-SS_RM-7-UNK:[MIVR_ENG_TASKS-31-7-TASK:0x737c6776f_CMA/CENTRAL_SP.aef] RsrcMgr: RsrcMgr.allocateResource(20, 50897331 [565683/3])

611933402: Apr 12 14:26:00.016 BRST %MIVR-SS_RM-7-UNK:[MIVR_ENG_TASKS-31-7-TASK:0x737c6776f_CMA/CENTRAL_SP.aef] ESD: ESD 20 FILA_CENTRAL_ATEND_SP .allocateRsrc(50897331 [565683/3])

611933403: Apr 12 14:26:00.019 BRST %MIVR-SS_RM-7-UNK:[MIVR_SS_RM_RmMsgProcessor-140-0-RmMsgProcessor] RsrcMgrMsgProcessor: Processing msg: AllocateRsrcMsg (ESD:20 Contact ID:29641 CallID:565683/3)

 

++ Call was offered to the agent RUTINEIA SANTANA DE OLIVEIRA/BR00217411

 

611933646: Apr 12 14:26:00.272 BRST %MIVR-SS_TEL-7-UNK:[MIVR_SS_TEL_PORT_QEXE_324-264-1336-CONN_EV:112553] CallImpl: Call.transferStarted(112553) JTAPICallContact[id=29641,type=Cisco JTAPI Call,implId=565683/3,active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=pt_BR,aborting=false,app=App[name=PSG_CENTRAL_ATEND_SP,type=Cisco Script Application,id=7,desc=PSG_CENTRAL_ATEND_MG,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2018-11-25 05:51:30.0,recordId=73,desc=PSG_CENTRAL_ATEND_MG,name=PSG_CENTRAL_ATEND_SP,type=Cisco Script Application,id=7,enabled=true,sessions=10,script=SCRIPT[CMA/CENTRAL_SP.aef],defaultScript=,vars=[<java.lang.String CSQ_CENTRAL>,<com.cisco.prompt.Playable Queue_CENTRAL>,<com.cisco.prompt.Playable Fora_de_horario_laboral>],defaultVars=null]]],task=31000524655,session=Session[id=001-0x37e17ac7f,parent=null,active=true,state=SESSION_IN_USE,time=1555089957852],seqNum=0,time=1555089957851,cn=112596,dn=112596,cgn=1148105630,ani...

 

++ But agent didn’t pick it up:

 

611934173: Apr 12 14:26:12.172 BRST %MIVR-SS_TEL-7-UNK:[MIVR_ENG_TASKS-31-7-TASK:0x737c6776f_CMA/CENTRAL_SP.aef] CallImpl: Call.transferFailed(112553, RESOURCE_NOT_ACKNOWLEDGING) JTAPICallContact[id=29641,type=Cisco JTAPI Call,implId=565683/3,active=true,state=CALL_ANSWERED,inbound=true,handled=false,locale=pt_BR,aborting=false,app=App[name=PSG_CENTRAL_ATEND_SP,type=Cisco Script Application,id=7,desc=PSG_CENTRAL_ATEND_MG,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2018-11-25 05:51:30.0,recordId=73,desc=PSG_CENTRAL_ATEND_MG,name=PSG_CENTRAL_ATEND_SP,type=Cisco Script Application,id=7,enabled=true,sessions=10,script=SCRIPT[CMA/CENTRAL_SP.aef],defaultScript=,vars=[<java.lang.String CSQ_CENTRAL>,<com.cisco.prompt.Playable Queue_CENTRAL>,<com.cisco.prompt.Playable Fora_de_horario_laboral>],defaultVars=null]]],task=31000524655,session=Session[id=001-0x37e17ac7f,parent=null,active=true,state=SESSION_IN_USE,time=1555089957852],seqNum=0,time=1555089957851,cn=11...

 

And since the call wasn’t handled by the agent, the call in marked under “Other CSQs”. If the call was handled, there would be an entry for that call under “Call Routed CSQ”. Please let me know if you have any other queries.

 

 

Daniel Sobrinho
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