Calltype ID shows -1 & routercall key sequence number are getting repeated twice

[hari chandran]

Hi, 

we are running 8.0.3, we are seeing a strange kind of data in TCd table for few calls:

For some number of calls the CallType show as -1 with the Disposition rate as 7, from below link i could see that "The TCD entry where you see the CallTypeId = -1 indicates that leg did not gone though a routing Script yet. Only if the call hits the routing script, you will have the CallType ID filled in."

http://www.postseek.com/meta/c6fa6004d71640f8f42de65e31ed9380

The above link says Calltype will -1 if the leg did not hits the script, but we are getting Call type as -1 both in leg 1 and in the middle also. PFA

From some of the calls we are seeing the RouterCallKeySequenceNumber is getting repeated (i.e) 1,1 or 3,3. These calls has only 2 legs.

Can some one help me on what could be the possible cause for above two issue.

[Jameson Gagnepain]

Hari,

The -1 CallType is totally normal - you'll see this for all agent-dialed outbound call legs. This includes transfers. All I'm seeing in your attached image is a lot of transferred calls.

Can you post an example of the repeating RouterCallKeySequenceNumber?

-Jameson

[hari chandran]

Hi James, 

Thanks for your explanation, so CallType -1 will occur when an agent make transfer and  dial call manually? is there any other cases will it show like tht because we are having this CallType -1 in 1st call leg with the call dispostion as 7, all calls were incoming calls.Can you please tel me why so.

After your post i have checked fwe more set ups, even all has same kind of behaviour in displaying call type as -1. Hoping this is not a issue but we are seeing call type -1 for the call disposition rates like (3,6,10,13,14,15,4,29,7)  few rate are not related to transfers, this is were we are geting confused.

Attached a TCD table for a cal has same sequence number, pls help

[Jameson Gagnepain]

Hari,

For the issue with two legs having the same sequence number... I see that the second leg had some peripheral variables filled, as well as the CED. One shows a CallDisposition of 52 (Called Party Disconnected - expected when the called party disconnects, with CVP being the routing client), and the other shows 13 (Disconnect/drop handled primary route). I'm guessing this was a call handled entirely in a CVP script. It seems a little odd that their sequence numbers are the same, but given that the two legs are ending at exactly the same DateTime, it's not entirely unexpected. From the DB Schema:

• A sequence number used for ordering rows for cradle-to-grave call tracking. This number is a best effort to describe the order in which call legs were created and bears no relation to the order in which calls ended. This is not the order in which the Termination_Call_Detail records were created. (This field also exists in the Route_Call_Detail table,where it defines the order in which the route requests were created.) There are a few scenarios where the RouterCallKeySequenceNumber may not be unique for a given RouterCallKey (specifically when translation routing to a Service Controlled IVR).

So to sum it up, it's okay if RCKSN is not unique. It happens, you can't really do anything to prevent that.

Regarding the CallTypeID:

• In Unified ICM and Unified CCE, indicates which call type, and therefore which routing script, was used to route this call. Note: This field contains a value only if the call was translation-routed or sent to an Unified CCE agent.

How are your calls being routed into your scripts? Call Disposition 7 is for "Short Calls". It can also apply to route requests.

-Jameson

[hari chandran]

Hi James, 

We could able to see all 1st leg has 7 in CP and CalltypeID as -1 looks like they are route request please let me know where we can check if we configured Route Request or not.? 

One more doubt we have, Can i know how the call legs are getting writed in TCD table. Example: if a call queued and handled to an agent by passing 3 scripts and we have 1 call type configured in each so 3 on total. 

In TCD we are seeing 3 legs but only the last Queuing Call type name is available on all the legs in  CallTypeID field..Im trying to know it ll over write every leg information with the last leg as we see only last CTID at last. please help

[Jameson Gagnepain]

Is this a CVP or IP-IVR setup? In CVP you can force writing out to the TCD at specific points using the "CAP" Microapp. Otherwise, you'll generally only see new TCD records on new call legs, and the CallTypeID shown is what was active on the call at the end of that particular call leg.

[hari chandran]

We have CVP set up James, Thanks for your help..