I have a problem after upgrading to ICM , CTI OS, CAD 8.0
When an Agent sets ICM Call Variable in CAD it does not get populated into t_Termination_Call_Detail database. Firstly i had problem with the other direction - ICM Call Variable set in ICM script does not get displayed in CAD, but after reboot on both CAD servers this is fixed as in other people's problems. But the problem with the other direction still remains.
ICM Call Variable set in CAD DOES NOT get to ICM
ICM Call Variable set in ICM Script DOES get to ICM
What I've found in the CAD Server Enterprise Service debug log:
2011-04-06 10:49:50:915 DEBUG [0x1bb4] ssDataTypes.cpp ssDataTypes::get: End. name = ICM Call Variable 7|ICM Call Variable 7, min = 0, max = 0.
2011-04-06 10:49:50:915 DEBUG [0x1bb4] ssECC.cpp ssECC::set_cti_value: Data Type (237) is (ICM Call Variable 7), but Not an ICM Call/ECC Variable
Agent sets Var7 in the CAD.
This is from CAD Agent log:
2011-04-06 10:38:38:380 DEBUG [0x1770] EnterpriseInterface.cpp CEnterpriseInterface::WriteEnterpriseField: EI0395 CEnterpriseInterface::WriteEnterpriseField: for field 237 with data 10:38:13h for callID 18018428
2011-04-06 10:38:44:382 DEBUG [0x1770] TelephonyFrame.cpp CTelephonyFrame::OnNewEvent: New Event : CS_DISCONNECTED with CallID 18018428 and NewCallID 0
2011-04-06 10:38:44:382 DEBUG [0x1770] TelephonyFrame.cpp CTelephonyFrame::OnNewEvent: Retaining call data on disconnect for CallID 18018428
2011-04-06 10:38:44:382 DEBUG [0x1770] TelephonyFrame.cpp CTelephonyFrame::DisplayEnterpriseData: Displaying saved Enterprise Data: ICM Call Variable 6 236 ICM Call Variable 5 12345678 235 ICM Call Variable 4 234 ICM Call Variable 10 240 Alerting Number 7134 248 Last Calling Number 3201 251 Last Called Number 7134 250 ANI 3201 255 Collected Digits 242 DNIS 7094 254 BAStatus 205 BADialedListID 203 BATimeZone 206 ICM Call Variable 9 239 Layout fibcc 252 ICM Call Variable 7 10:38:13h 237
2011-04-06 10:38:44:386 DEBUG [0x1770] TelephonyFrame.cpp CTelephonyFrame::DisplayCallActivity: Raw Call Activity Data for CallID: 7094,,9,1302075424,0,0|7134,Lazarov Borislav,2,1302075424,0,0
2011-04-06 10:38:44:386 DEBUG [0x1770] CallActivityView.cpp CCallActivityView::ParseDeviceData: About to display data...
2011-04-06 10:38:44:386 DEBUG [0x1770] CallActivityView.cpp CTimerList::GetTimer: Found timer for CallID 18018428
2011-04-06 10:38:44:387 DEBUG [0x1770] CallActivityView.cpp CTimerList::DeleteTimer: Deleted timer to list for CallID 18018428
One line from the Enterprise Service log:
VERSION INFO: Module: CTIStorageServer.exe: Product
Which seems pretty descriptive...
It's a BUG
Contact cisco TAC directly to setup a webex with calabrio
They have a SR specified for every customer.
Here is the BUG details:
CSCti47126 : Call and ECC Variables not displayed in agent desktop
If you read carefully the short description of this bug and my first post you'll see that i my problem is exactly the reverse direction of setting the Enterprise data.
The bug says that there's problem displaying the enterprise data set in ICM in the CAD (ICM -> CAD)
In my case this is working, but the reverse direction does not. (CAD -> ICM)
I've already opened a TAC case, but you know they all start the same way - collect a bunch of traces and etc.. They follow the standard action plan, without even reading your issue