Agent transfer to skill group..

[marlan.hardie]

In a IPCC Enterprise environment, is there a way for a CAD agent that has already received a call from the queue to transfer that call to another skill group? I know I can create a separate ICM script, configure it to a route point, associate the destination skill group with that script and have the agent dial that route point to kick off the script. Is there any easier way to do this?

[smahbub]

As far as I know , you need to create a separate ICM script, configure it to a route point, associate the destination skill group with that script and have the agent dial that route point to kick off the script

[Ritesh Desai]

Hey folks,

Am looking for same config.

Am using UCCE solution. Eg: in my scenario, if agent receives a call in Hindi skillgroup and agent wishes to transfer to English skillgroup. Then by agent dialing skillgroup no. the call should be queued to English Skill group. Is this achievable? Please suggest the logic / configuration link.

regards,

Ritesh Desai.

[Omar Deen]

Yes, this is achievable... would be easier if this was in the design phase, but I'm assuming this is all in production already? 

Create a CTI RP in CUCM

Create a Call Type that's associated with the CTI RP

Create a Dialed Number that's associated with the CTI RP using the CUCM routing client.

Map the Dialed Number to the Call Type

Schedule the Call Type to a routing script

What I suggest you do is have one routing script that will take in all these CTI RP calls and you route it based on the number matching, if it matches, set whatever variables you need to set and then have it go to a Go To Script node, which should be the routing script of you new skill group

[Ritesh Desai]

Hi Omar,

thanks for guidance. Configured as you suggested. CTI RP for Hindi and English shows me registered on CUCM.

when dialing CTI RP no 4001, i hear CVP ERROR 92929292 announcement.

pls suggest...

Thanks & regards,

Ritesh Desai

[Ritesh Desai]

Hi,

above got solved because of wrong script mapped in ICM.

now am testing a scenario where agent 1  of HINDI skillgroup transfers to ENGLISH skillgroup CTI Route Point 4001 no. I get CVP error 92929292 message.

Please suggest

thanks and regards,

Ritesh desai

[Omar Deen]

Hi Ritesh... a little confused, you noted that you got it solved but below that message you are trying to test the same scenario you had above (Hindi transfer to English).. is it resolved or are you still having issues?

[Ritesh Desai]

Hi Omar,

Still the issue persists but to be more precise below is scenario explained...

I have Agent 1 in Hindi skill and Agent 2 and Agent 3 in English skill and doing Blind Transfer from Finesse Desktop.

Scenario:

• Inbound call arrives and Agent 1 (Hindi skill) answers the call and transfers the call to English skill by dialing CTI RP 4001.
• Agent 2 (English skill) answers the call.
• Second Inbound call is answered by Agent 1 (Hindi skill) and again transfers the call to English skill.
• Agent 3 (English skill) answers the call.
• Agent 2 (English skill) is in READY state to answer call.
• Third inbound call is answered by Agent 1 (Hindi skill) and transferred to English skill.
• Agent 2 (English skill) answers the call and state changes to RESERVED and immediately customer's call released / dropped. This is weird. 

Please suggest if any...

Thanks & regards,

Ritesh Desai.

[Ritesh Desai]

Folks,

Any luck? Please suggest...

regards,

Ritesh Desai.

[Ritesh Desai]

Hi friends,

using PCCE 11.5. Am getting Error on Finesse agent desktop while transferring to skillgroup.

Error: Cannot perform operation. Error Code: CTI-1

From the JTAPI Logs (Inbound Call)

16:49:23:706 pg1a-jgw1 Trace: ConnCreatedEv CID: 35251739 (1697307/2) Addr: 1006 CurCalling: 09920867686 CurCallingURLType: URL_TYPE_UNKNOWN CurCalled: 1006 CurCalledURLType: URL_TYPE_UNKNOWN Calling: 09920867686 Called: 1006 Cause: NORMAL.
16:49:23:706 pg1a-jgw1 Trace: CallCtlConnOfferedEv CID: 35251739 Addr: 1006 Calling: 09920867686 Called: 1006 LastRed: <null> Cause: NORMAL.
16:49:23:706 pg1a-jgw1 Trace: ConnCreatedEv CID: 35251739 (1697307/2) Addr: 09920867686 CurCalling: 09920867686 CurCallingURLType: URL_TYPE_UNKNOWN CurCalled: 1006 CurCalledURLType: URL_TYPE_UNKNOWN Calling: 09920867686 Called: 1006 Cause: NORMAL.
16:49:23:706 pg1a-jgw1 Trace: handleConnCreated CID: 35251739 set mySourceConnection.
16:49:23:706 pg1a-jgw1 Trace: CallCtlConnEstablishedEv CID: 35251739 Addr: 09920867686 Calling: 09920867686 Called: 1006 LastRed: <null> Cause: NORMAL.
16:49:23:706 pg1a-jgw1 Trace: CallCtlConnAlertingEv CID: 35251739 Addr: 1006 Calling: 09920867686 Called: 1006 LastRed: <null> Cause: NORMAL Consult: false.
16:49:23:706 pg1a-jgw1 Trace: handleCallCtlConnAlerting CID: 35251739 Connections created in a reverse order.
16:49:23:706 pg1a-jgw1 Trace: handleCallCtlConnAlerting CID: 35251739 set myDestConnection.
16:49:23:706 pg1a-jgw1 Trace: MsgDelivered: CID: 35251739 ConnDevID: 09920867686/1 AlertDevID: /0 CallingDevID: 09920867686/0 CalledDevID: 1006/0<null>/0 LocConnInfo: 1 Cause: 22DevTgDevStr: 1006Unique ID: 000000000019E61B029640E400000000.
16:49:23:706 pg1a-jgw1 Trace: MsgDelivered: CID: 35251739 ConnDevID: 09920867686/1 AlertDevID: 1006/0 CallingDevID: 09920867686/0 CalledDevID: 1006/0<null>/0 LocConnInfo: 2 Cause: -1DevTgDevStr: 1006Unique ID: 000000000019E61B029640E400000000.
16:49:23:706 pg1a-jgw1 Trace: MsgAnswerCall: AlertCID: 35251739 AlertConnDevID: 1006/1 AnsDevID: 1006/0 InvID: 4461421.
16:49:23:706 pg1a-jgw1 Trace: Unknown CallEv: CID: 35251739 getID(): 1073754133 CiscoCause: CAUSE_INVALIDIECONTENTS.
16:49:23:706 pg1a-jgw1 Trace: termConn[35251739,1006,SEPF8CAB8185E33].answer() returned in 0 milsecs.
16:49:23:706 pg1a-jgw1 Trace: CallCtlConnEstablishedEv CID: 35251739 Addr: 1006 Calling: 09920867686 Called: 1006 LastRed: <null> Cause: NORMAL.
16:49:23:706 pg1a-jgw1 Trace: MsgEstablished: CID: 35251739 ConnDevID: 1006/0 AnsDevID: 1006/0 CallingDevID: 09920867686/0 CalledDevID: 1006/0 LastRedDevID: <null>/0 LocConnInfo: 3 Cause: -1 DevTgDevStr: 1006 Unique ID: 000000000019E61B029640E400000000.
16:49:23:706 pg1a-jgw1 Trace: handleCallCtlConnEstablished CID: 35251739 Connections created in a reverse order.
16:49:23:706 pg1a-jgw1 Trace: handleCallCtlConnEstablished CID: 35251739 set myDestConnection.
16:49:23:706 pg1a-jgw1 Trace: CallCtlTermConnTalkingEv CID: 35251739 Addr: 1006 Term: SEPF8CAB8185E33 Calling: 09920867686 Called: 1006 LastRed: <null> Cause: NORMAL.
16:49:24:300 pg1a-jgw1 Trace: MediaMgr::CiscoRTPOutputStartedEv CID: 35251739 Term: SEPF8CAB8185E33 Address: /10.255.20.168 Port: 28950.
16:49:24:894 pg1a-jgw1 Trace: MediaMgr::CiscoRTPOutputStartedEv CID: 35251739 Term: SEPF8CAB8185E33 Address: /10.255.20.170 Port: 27232.
16:49:56:019 pg1a-jgw1 Trace: MsgTransferCall: HeldCID: -1 HeldConnDevID: /0 ActiveCID: 35251739 ActiveConnDevID: 1006/0 DialedNum: 88811110009006 InvID: 4461448.
16:49:56:019 pg1a-jgw1 Trace: Calling ciscoConnection[35251739].redirect(88811110009006, CALLED_ADDRESS_SET_TO_REDIRECT_DESTINATION) , DEFAULT_SEARCH_SPACE ....
16:49:56:035 pg1a-jgw1 Trace: Call to ciscoConnection[35251739].redirect(88811110009006, CALLED_ADDRESS_SET_TO_REDIRECT_DESTINATION) , DEFAULT_SEARCH_SPACE encountered exception. com.cisco.jtapi.InvalidPartyExceptionImpl: Attempt to redirect to an unknown destination.
16:49:56:097 pg1a-jgw1 Trace: MediaMgr::CiscoRTPOutputStartedEv CID: 35251739 Term: SEPF8CAB8185E33 Address: /10.255.20.170 Port: 27232.
16:50:09:207 pg1a-jgw1 Trace: MsgClearConnection: CID: 35251739 ConnDevID: 1006/0 CompReqType: -1 InvID: 4461461.
16:50:09:223 pg1a-jgw1 Trace: CallCtlConnDisconnectedEv CID: 35251739 Addr: 09920867686 Calling: 09920867686 Called: 1006 LastRed: <null> CiscoCause: CAUSE_NORMALCALLCLEARING Cause: NORMAL State: DISCONNECTED CCState: DISCONNECTED.
16:50:09:223 pg1a-jgw1 Trace: connection[35251739,1006].disconnect() returned in 16 milsecs.
16:50:09:223 pg1a-jgw1 Trace: CallCtlConnDisconnectedEv CID: 35251739 Addr: 1006 Calling: 09920867686 Called: 1006 LastRed: <null> CiscoCause: CAUSE_NORMALCALLCLEARING Cause: NORMAL State: DISCONNECTED CCState: DISCONNECTED.
16:50:09:223 pg1a-jgw1 Trace: MsgConnectionCleared: CID: 35251739 ConnDevID: 1006/0 RelDevID: 1006/0 LocConnInfo: -1 Cause: -1 DevTgDevStr: 1006 Unique ID: 000000000019E61B029640E400000000.
16:50:09:223 pg1a-jgw1 Trace: CallInvalidEv CID: 35251739 CiscoCause: CAUSE_NORMALCALLCLEARING MetaCode: META_CALL_ENDING CiscoFeatureReason: REASON_NORMAL.
16:50:09:223 pg1a-jgw1 Trace: MsgCallCleared: CID: 35251739 ConnDevID: /0 LocConnInfo: -1 Cause: -1 Unique ID: 000000000019E61B029640E400000000.
16:50:09:223 pg1a-jgw1 Trace: CallObservationEndedEv CID: 35251739.
16:50:09:223 pg1a-jgw1 Trace: *** Freeing Call CID: 35251739 MyCID: 465074.

CTI Server logs

16:49:55:972 CG1A-ctisvr Trace: CALL_CREATED: CallID=2130764180.1006(s) Dest= Periph=5000 Type=12(CONSULT) ECCsize=165 Disposition=0(INVALID)
16:49:55:972 CG1A-ctisvr Trace: CampaignID=-1 QueryRuleID=-1
16:49:55:972 CG1A-ctisvr Trace: TrunkGroup=-1 DNIS:65030 ANI:09920867686 CED:65030 Dialed=65030
16:49:55:972 CG1A-ctisvr Trace: UserToUser= Wrapup= CustomerPhoneNumber= CustomerAccountNumber=
16:49:55:972 CG1A-ctisvr Trace: PV1=DA1EB86F242811E7BEB52CD02DCE4D80 PV2=CARDHOTLIST PV3=dnis=49044200 PV4= PV5=
16:49:55:972 CG1A-ctisvr Trace: PV6= PV7= PV8= PV9= PV10=
16:49:55:972 CG1A-ctisvr Trace: CTIClientHistory[0] Timestamp:0x58f747bc (16:49:24) Signature:"Finesse"
16:49:56:066 CG1A-ctisvr Trace: CSTA_PRIVATE (RTP_STOPPED_IND) - (PID)=5000 DeviceID=1006 DeviceType=0CallID=35251739 ClientPort=24592 ClientAddress=10.255.23.131 Direction=INPUT
16:49:56:066 CG1A-ctisvr Trace: CSTA_PRIVATE (RTP_STOPPED_IND) - (PID)=5000 DeviceID=1006 DeviceType=0CallID=35251739 ClientPort=27232 ClientAddress=10.255.20.170 Direction=OUTPUT
16:49:56:066 CG1A-ctisvr Trace:
16:49:56:066 CG1A-ctisvr Trace: CSTA_CALL_CLEARED - callID=2130764180.(s) localConnectionInfo(-1)=CS_NONE cause=-1
16:49:56:066 CG1A-ctisvr Trace: ProcessCallClearedEvent - peripheralID 5000 CallID 2130764180
16:49:56:066 CG1A-ctisvr Trace:
16:49:56:066 CG1A-ctisvr Trace: CALL TERMINATED: CallID=2130764180.1006(s) Periph=5000
16:49:56:066 CG1A-ctisvr Trace:

I made sure CTI Route Point is registered with PG Server.

Please suggest.

thanks & regards,

Ritesh Desai.

[Sasikumar Divvela]

Can you attach complete set of logs for whole call duration (opc,pim,jgw,ctisvr,Router)

And are you doing consult or Blind transfer.

[Ritesh Desai]

Hi Sasikumar,

Thanks for response.

And are you doing consult or Blind transfer.

Am doing BLIND TRANSFER. In earlier post, log shows Type:12 CONSULT. I tried doing consult but same error on finesse agent desktop.

I have attached fresh logs now.

Timestamp 7:07pm - 7:12pm.

thanks & regards,

Ritesh Desai.

[Sasikumar Divvela]

I see TransfertoVRU message in router logs. Are you sending transfer call to VRU ? 

TransferToVRU: Label=8881111000,

And is this the agent extension ? -- 09920867686

[Ritesh Desai]

Hi Sasikumar,

Are you sending transfer call to VRU ? 

No. Am not. am using PCCE. In PCCE Dial Number configuration, I hv set Routing Type as Inbound Voice i.e. CUCM. so Dial Number records shows ucm.65030. 65030 is DN which agent will dial and hits script.

And is this the agent extension ? -- 09920867686

Nope. That my contact no.

I have attached PCCE config snap for ease and better understanding.

thanks & regards,

Ritesh Desai.

[Ritesh Desai]

One more weird thing which I missed to share.

When Agent extn 1006 dials 65030 from Finesse desktop, it hits the ICM script but exits from "X" node. Many agents approx 70% agents are available though it fails.

Attached script snap for reference.

Any guess from the jgw log (RED text).

Line 1872: 19:08:44:180 pg1a-jgw1 Trace: Call to ciscoConnection[35257352].redirect(88811110005057, CALLED_ADDRESS_SET_TO_REDIRECT_DESTINATION) , DEFAULT_SEARCH_SPACE encountered exception. com.cisco.jtapi.invalidpartyexceptionimpl: Attempt to redirect to an unknown destination.

thanks & regards,

Ritesh Desai.