TCD no RTR call key

[Murali_DS]

Guys,

This can be a quite simple question but need your help on this, can you clarify for any calls made from CAD, a router call key will be generated. I could see the call logs with Call disposition values in TCD table but there is no record of RTR call key and RTR call key day assigned for the specific call.Wondering if a call key will be assigned for all O/B calls made from CAD.

Also there are some cases where RTR call key doesn't get assigned for normal Inbound call too.

[Chintan Gajjar · Accepted solution]

A call originated from Agent phone to another agent phone monitored by ICM will not have any RCallkey as they are non ICM calls to UCCE(something which did not land on ICM DN of which did not trigger any ICM route requests)

similarly for inbound, a DID call on agent IPCC extension made from outside also will not have any router call key generated. same reason as above.

[Murali_DS]

Thx for the info, but here we are seeing issue on a normal comprehensive call flow with no DN entered.

[Chintan Gajjar · Accepted solution]

please explain more on call flow, and we can look into logs and find out whats going on.