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TCD call details show 0 sec talk time

Hi All,

We are having the hosted IPCC setup running on UCCE 8.5, UCM 8.5, CVP 8.5, we have found recently some of the customer calls recorded in TCD as talktime 0 seconds, but it is wrong and cross checked with Call manager CDR report which shows different talk time as 1 minut or more than that.

If any one having the experience and ideas please share with us.

with Regards,

Manivannan

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Beginner

Manivannan,

To better understand I think what you may be seeing is the talk time as it pertains to individual UCCE peripherals, in TCD follow the the call, it's likely being treated by multiple PG (Vru for example) if your certain the TCD record is that of your CM PG and the talk time is reporting 0 the there is a miss configuration somewhere. Start by verifying that the CM PG is properly configured in ICM under the PG Explorer->{CM PG} ->Agent Distribution and your aw/HDS that is logging data is defined in the list.

Running the query by ANI should return the TCD records for each Peripheral that treated the call if you do not see the CM pg record then the likely cause is mis config, else the is another underlying problem that could be resolved by log analysis and comparing data on the logger .

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