Outbound calls counting as internal calls

[jasunf]

We are currently having a challenge within calls counting as InternalCallSessions in CTIOS when an agent makes an outbound call.  I've read all the articles about overlap sending and enabling in call manager and on route patterns.  However all this documentation is on CUCM 4.x nothing on how to enable this in CUCM 7.x and up.

We've found if you log in to CTIOS and use the hard phone to make the call the call counts properly and show up as 9 in TCD and as an external call in CTIOS.  If you use CTIOS it shows up as 10 in TCD and as internal call session in CTIOS.

Are there any updated documents that resolve this issue with CUCM 7.x, ICM 7.x and CTIOS clients 7.x?

Our versions are:

CUCM 7.1.39100-1

ICM Environment 7.5.10

CTIOS agents 7.5.2 (or a hybrid inhouse version).

Upgarded a few agents to 7.5.10 with no resolution.

Thanks!!

[jasunf]

FYI for others in our position.  We worked with TAC and they came back with bug ID CSCts06429.  I don't think it's viewable yet however.

[Senthil Kumar Sankar]

Hi

I believe you can also differentiate an inbound and outbound call based on the SkillGroupSkillTargetID Field in the TCD Table. For outbound calls it will be as DEFAULT if i am not wrong.

Regards,

Senthil