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?

[Ritesh Desai]

sasdivve  

I guess this is causing the issue. I checked by call tracker utility in ICM Script Editor and got the error.

Run External Script #4
> Script ran for 1001 steps, max is 1000.
> Script: Default\\SG_Tfr (ID: 5030), failed to produce route for dialed number: ucm.65030, with call type: SG_IntTfr_IB_Hindi (ID: 5007).
> No default label available for dialed number: ucm.65030 (ID: 5064).

Can you please suggest.

thanks & regards,

Ritesh Desai.

[Sasikumar Divvela]

looks like router is not recognising the agents in that skill group. Can you choose Display RealTime Data option in script editor (under script menu) and select the skill group from dropdown and check whether any agent are in READY state.

[Ritesh Desai]

sasdivve  

Already done that part and so I confirmed 60-70% agents are available in hindi skillgroup though its not recognizing the agents and transfering.

thanks & regards,

Ritesh Desai

[Ayodeji Okanlawon]

Ritesh,

Lets just get back to basics on this..

When you did the transfer from Finesse, CUCM is the routing client and from the router logs, we can see that the label configured for cucm-pim (vruid=5000) was generated for the call. 

Do you have a RP in cucm matching this label? This RP needs to then send the call to CVP or (sip proxy which will then send the call to CVP)

=======
Router
=======
19:08:43:994 ra-rtr Trace: (65540 x 0 : 0 0) NewCall: CID=(152049,100088), DN=65030, ANI=09920867686, CED=65030, RCID=5000, MRDID=1, CallAtVRU=0, OpCode=1 
19:08:43:994 ra-rtr Trace: (65540 x 5057 : 0 0) TransferToVRU: Label=8881111000, CorID=5057, VRUID=5000, RCID=5000

8881111000

[Ritesh Desai]

Hi Ayodeji,

Thanks for taking time and interest to work on this case.

Do you have a RP in cucm matching this label? 

8881111000

No. I dial 65030 to transfer to HINDI skill group. I have configured 65030 CTI Route Point in CUCM and is registered to PG Server. Attached snap for reference.

This RP needs to then send the call to CVP or (sip proxy which will then send the call to CVP)

Is the CVP in picture to transfer calls to skillgroup? As per my understanding, No. So I have not configured in CVP under SIP tab.

Please clarify and correct me if m wrong.

thanks & regards,

Ritesh Desai.

[Ayodeji Okanlawon]

Yes CVP is in the picture. CVP is required for Queue treatment, in a comprehensive deployment like yours, CVP is always in the picture.

Here is how the call flow for call transfer looks like

1. The CTI-RP for the queue is dialled from finesse

2. CUCM sends the call via jtapi-->cucm-pim to ICM

3. ICM returns the label configured for cucm-pim to the routing client (which is cucm here)

4. CUCM needs to then route the label back to CVP

5. When CVP receives this label, it will break it down with DN and corID based on max DNIS you have configured,.

6. CVP will send the call to ICM based on the DNIS and corID

7. ICM is able to identify the call based on the corID and then issue another label to CVP ( CVP is now the routing client)

8. CVP will then be able to find a vxml gateway for the VRU label and the call will be treated.

So you need to configure this route pattern 8881111000! and point it to the sip trunk to CVP.

You need the (!) because ICM will return label+corid to cucm

[Sasikumar Divvela]

Hi Ayodeji,

But in this case, Ritesh is saying agents are logged in and ready state, but for some reason router is not recognising them. We need to figure why router is selecting the agent.

[@ritesh.desai]  Have you configured any condition in Queue to Skill group node or just selected the skill group.

[Ritesh Desai]

sasdivve  

Nope. No IF condition is configured in Skillgroup.

aokanlawon  

I followed the steps you suggested. From the changes analysis is;

• no error on Finesse agent desktop. call leaves agent desktop and agent goes to WrapUp state. On Customer mobile, call remains active BUT there is silence / deadair.
• On ICM script editor, call hits script. On Queue to Skillgroup node, call exits from X mark. I have Enabled Target Requery in Queue to skillgroup node. Currently there 80 agents in ready. Though call dint landed to agent.

Am downloading the logs (PIM, OPC, JTAPI, RTR, CTISRV and will understand wats goin on. Will upload here too so u can have a look and suggest if something wrong.

thanks & regards,

Ritesh Desai.

[Ayodeji Okanlawon]

Please be aware that blind transfer is not supported with finesse. So ensure that all your tests are done using consult transfer

[Ritesh Desai]

aokanlawon  

thanks. I dint knew dis. M doing BLIND TRANSFER.

thanks a ton. M on break. Will update shortly.

thanks & tegards,

Ritesh Desai

[Ritesh Desai]

Hi aokanlawon  

I followed the Consult Transfer procedure. On Cisco Finesse, red error showing "Call could not be completed" and hangup.

I have attached PIM, OPC, CTISRV, JTAPI and RTR logs. If you please suggest and share your feedback. Am analyzing from my side as well and will udpate you from my findings.

thanks & regards,

Ritesh Desai.

[Ayodeji Okanlawon]

Ritesh,

The router logs doesnt seem to be complete but I can see that the router generated label of 1198 for this call.

Can you please send us CUCM and CVP logs as well. We need to know what CUCM did with this label returned to it 

88811110001198

Line 2427: 19:27:26:239 pg1a-jgw1 Trace: CallCtlConnDisconnectedEv CID: 16779243 Addr: 1006 Calling: 1006 Called: 88811110001198 LastRed: <null> CiscoCause: UNKNOWN Cause: NORMAL State: DISCONNECTED CCState: DISCONNECTED. 

Line 2435: 19:27:26:239 pg1a-jgw1 Trace: Call to call[16779243].consult([1006,SEPF8CAB8185E33],88811110001198) encountered exception. com.cisco.jtapi.PlatformExceptionImpl: Could not meet post conditions of call.consult(). Line 2436: 19:27:26:239 pg1a-jgw1 Trace: *** Freeing Call CID: 16779243 MyCID: 508432.

[Ritesh Desai]

Hi aokanlawon  

Thanks for support. I agree 1198 is the Correlation ID. Yes, I accept RTR logs were half.

I have attached ICM RTR, CVP and CUCM logs for reference. In CVP Error logs, no errors found for Call GUID hence I have not uploaded Error logs.

thanks & regards,

Ritesh Desai. 

[Ayodeji Okanlawon]

Hi Ritesh,

I have looked at the logs and here is what I see

++ ICM receives request for newcall from CUCM RC, generates label ++

19:27:23:693 ra-rtr Trace: (65549 x 0 : 0 0) NewCall: CID=(152050,103160), DN=65030, ANI=1006, CED=65030, RCID=5000, MRDID=1, CallAtVRU=0, OpCode=0
19:27:23:693 ra-rtr Trace: (65549 x 1198 : 0 0) TransferToVRU: Label=8881111000, CorID=1198, VRUID=5000, RCID=5000

++ CUCM receives the label returned by ICM ++

71276518.001 |19:27:23.957 |AppInfo  |StationD(18345): StationCtiD-CtiLineCallTransferSetupReq CH=2|43497396 cdpn=88811110001198

++ CUCM performs DA to find where to route the call ++

71276658.013 |19:27:23.970 |AppInfo ||PretransformCallingPartyNumber=1006
|CallingPartyNumber=1006
|DialingPartition=
|DialingPattern=8881111000!
|FullyQualifiedCalledPartyNumber=88811110001198
|DialingPatternRegularExpression=(8881111000[0-9]+)

--

--

71276659.003 |19:27:23.970 |AppInfo  |SMDMSharedData::findLocalDevice - Name=RL_CVP

++ CUCM sends INVITE to CVP ++

71276704.001 |19:27:23.974 |AppInfo |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.255.24.146 on port 5060 index 24248
[8488689,NET]
INVITE sip:88811110001198@10.255.24.146:5060 SIP/2.0
Via: SIP/2.0/TCP 10.255.20.151:5060;branch=z9hG4bK151cbdbea45f
From: "Ritesh Desai" <sip:1006@10.255.20.151>;tag=1343892~672471dd-ac5e-4320-b5e9-88413a4b299f-43497411

++ CVP receives the call and sends request to ICM ++

dialogId=0 sourceId=47b56c80-8f81be46-3a7c7-9714ff0a systemType=SIP mediatype= dnis=88811110001198 ani=1006 srcAddress=10.255.20.151 locationsiteid=sessionId=47B56C8000010000000094D39714FF0A callType=4 cacheCallContext=false postcallsurveycall=false icmMessage=NEW_CALL  

--

35389925: 10.255.20.146: Apr 20 2017 19:27:26.116 +0530: %CVP_11_5_ICM-7-CALL:  {Thrd=Event-router-group-0} CALLGUID=47B56C8000010000000094D39714FF0A DialogId=863815 [SIP_CORRID_LEG_DIALOGUE] - Publishing to UCCE - [REQUEST_INSTRUCTION] DialogID=863815 SendSeqNo=1 ANI=1006 DNIS=88811110001198 correlationId=1198

++ ICM receives the request Generates label for CVP, but its unable to generate label for agents ++

19:27:23:693 ra-rtr Trace: (65549 x 0 : 0 0) NewCall: CID=(152050,103160), DN=65030, ANI=1006, CED=65030, RCID=5000, MRDID=1, CallAtVRU=0, OpCode=0
19:27:23:693 ra-rtr Trace: (65549 x 1198 : 0 0) TransferToVRU: Label=8881111000, CorID=1198, VRUID=5000, RCID=5000
19:27:23:754 ra-rtr Trace: (863803 863804 1197 : 0 0) RequestInstr: CID=(152050,103205), CallState=1
19:27:23:830 ra-rtr Trace: (65549 8 1198 : 0 0) RequestInstr: CID=(152050,103160), CallState=1
19:27:23:830 ra-rtr Trace: (8 8 1199 : 0 0) TransferToVRU: Label=7777777777, CorID=1199, VRUID=5000, RCID=5002
19:27:23:950 ra-rtr Trace: (8 8 1199 : 0 0) ReRoute: Reason=1 CallState=1.
19:27:23:950 ra-rtr Trace: (8 8 1199 : 0 0) No default label available for dialed number: ucm.65030 (ID: 5064).

Here are my questions

1. How is this dialed number configured ?

2. do you have an agent targeting rule for your CVP routing clients with cucm peripheral selected for the ATR

[Ritesh Desai]

Hi Ayodeji,

i have PCCE deployment where there is nothing like defining Agent targeting rule (ATR). This is available in UCCE deployment under Configuration Manager.

In PCCE, we have option to select Routing Client. So in my scenario, i hv selected "Inbound" i.e. CUCM PG.

i have Dial Number 65030 configured which is mapped with Call Type. In ICM script editor, i hv mapped script to a Call type.

thanks & regards,

Ritesh Desai