Empty Expanded Call Context (ECC) Variables in Finesse

[floatingpurr]

Hello there. I'm using CCX/Finesse 12.5 for Outbound campaigns. When a call enters, all the call variables are empty (e.g., BAAccountNumber, BACampaign, ...). I'm about to migrate from a CCX/Finesse 10.6 where same call vars used to work frictionless.

Any suggestions about how to troubleshoot such a problem? I do not think I need a particular configuration in the CCX or in Finesse, layouts aside.

[bill.king1]

Is it "only" the outbound campaign ECC variables that you're having an issue with? For instance, do inbound variables of any type display for you?

[floatingpurr]

Hi @bill.king1. Unfortunately, I can't run a test on the inbound. However, AFAIK, ECC vars should be available out-of-the-box.

[bill.king1]

Right, but an inbound call would at least let you test if this is something to do with the overall configuration/need for a reboot vs. scripting for instance.

[floatingpurr]

Could this problem be related with how the called number is presented back by the Cube? E.g., a little mismatch on prefixes or area codes, such that the call is placed correctly but the CCX can't retrieve the related contact? 

[floatingpurr · Accepted solution]

Turned out that the problem was related to a mismatch between the incoming number and the way the number was stored in the CUCM db. It happened due to number manipulation rules. If all matches, it works!