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UCCE- "Call GUID" is not populated when agent transfers the call to external party(PSTN Endpoint)

ijayacha@cisco.com
Cisco Employee
Cisco Employee

I would like to have your help with regards to UCCE.

 

Scenario:

 

  • PSTN endpoint-1 makes a call to Contact Center number
  • Call lands in a queue
  • CVP routes the call to ICM
  • ICM populates the variables like “Call GUID” and then routes the call to available Agent via CUCM

 

  • When Agent tries to transfer the call to PSTN endpoint-2, the call from Agent directly reaches to CUCM and then to CUBE and then to the PSTN Carrier.

 

Since the call from Agent to PSTN endpoint-2 is not routed via CVP and ICM Script,  the Call variables like “Call GUID”(Mandatory parameter in our setup) are not populated so we are unable track the outbound call from Agent to PSTN Endpoint-2 in the application.

 

Would like to know,

  • When the agent manually dials out PSTN endpoint-2, Will it always bypass CVP and ICM and make a direct connection with CUCM? Is this a standard expected behavior?
  • Is there any other option available to route the Outbound call made from Agent to PSTN Endpoint-2 via CVP and ICM so that call variables like “Call GUID” are populated in such transfer scenarios to external parties? (Please note Outbound SIP dialer/ Outbound Campaign will not be used here to make an outbound call from Agent)

 

Your insights would help. Thanks.

11 Replies 11

Gerry O'Rourke
Rising star
Rising star

Call GUID is added by the Gateways / CUBE.

So CVP or ICM are not adding it as such.

Although if it does not exist - I think CVP might add it...(not 100% sure).

 

  • When the agent manually dials out PSTN endpoint-2, Will it always bypass CVP and ICM and make a direct connection with CUCM? Is this a standard expected behavior?

Yes. This is typical.

 

Outbound calls to a PSTN number from an agent would route directly from CUCM to a CUCM SIP trunk which would be a Cisco Gateway or a CUBE.

 

The Gateway / CUBE would add a GUID to the Call at the Gateway level - you could see this via enabling CDR at the Gateway.

You could look at SIP debug at the gateway for this outbound call.

 

  • Is there any other option available to route the Outbound call made from Agent to PSTN Endpoint-2 via CVP and ICM so that call variables like “Call GUID” are populated in such transfer scenarios to external parties? (Please note Outbound SIP dialer/ Outbound Campaign will not be used here to make an outbound call from Agent)

I don't see this achieving what you want.

You could route a call via CVP / ICM - but is messy.

You could have a CVP app - which asks your agent to "please enter the number you want to dial" - and then it could routes out to CUCM and out to the SIP trunk or even directly to the SIP Gatways / CUBEs.

 

What are you using the GUID for?

What are you trying to achieve?

 

Gerry

Thanks for the quick reply and the confirmation that Calls from Agent to PSTN is always via CUCM and then to CUBE/Gateway.

 

Call-ID is added in the Gateway/CUBE however Call-GUID is either populated in CVP or ICM(Not sure)

 

We are testing a Call recording application and the application is able to track the Inbound call from PSTN to Agent using the Call GUID populated in one of the call variables using the ICM script.

When  the dialog object of the Agent who is on inbound Call with the PSTN number(External party) is queried using the Finesse API query, it returns the value for the CALL GUID(Please refer to Call Variable-3 in the attach)

Finesse query example: https://Finesse-FQDN/finesse/api/User/<agent-id>/Dialogs

A better design might be to use the Finesse Dialog ID - which is the same as the CUCM Call ID.
Since all agents / CUCM calls would have their own Call ID.

Gerry

In the attached previously attached file the dialog id is "<id>19372237</id>" however we are not able track/find this ID in the SIP debug traces collected from CUBE.

If we track the CALL ID's in UCCE, from the link below if you could please refer to Page-17, the Call GUID and Cisco-GUID are not the same. It appears that CVP generates its own GUID,

https://www.ciscolive.com/c/dam/r/ciscolive/us/docs/2016/pdf/BRKCCT-3005.pdf

 

CVP does not (usually) generate its own Call ID.

It converts the the Cisco GUID (which in the SIP message is in decimal) to Hex.

Since CUBE and CUCM both create a Cisco GUID in a supported environment a Cisco GUID will always exist in the SIP Invite.

If a SIP Invite does not contain a Cisco-GUID, e.g. call from a 3rd party SIP device, then CVP will generate it own.

 

Gerry

Correct you would not see this in the SIP logs.

 

But they are in the CUCM logs and in the CUCM CDRs.

The Finesse Dialog ID is taken from the CUCM via the CCE CTI server (CCE CTI server gets it from CUCM via JTAPI)

 

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/jtapi_dev/11_5_1/CUCM_BK_C04D9E75_00_jtapi-developers-guide_1151/CUCM_BK_C04D9E75_00_jtapi-developers-guide_1151_chapter_011.html

 

Its a unique ID. 

And a Call Recording solution would usually using CUCM to record the calls and have a CTI feed from CUCM to get extra tagging data.

 

Example

1) CUCM Agent phones are enabled for Call Recording.

2) CUCM sends a SIP invite to the recorded and instructs the Phone to send a audio stream to the recorder.

See CUCM documentation on Recording Profiles.

 

Gerry

Thanks for your reply.

 

Here the recording is triggered from CUBE using SIPREC or Network Based Recording(NBR) configuration. So CUBE proxies the media/RTP to the application server. 

When an Agent Makes an outbound call or consult Transfer (and I assume the same for a blind transfer), the call is routed from CUCM to the SIP trunk - which is a CUBE in your case?

 

Cisco CUCM does as far as I am away and from the test I have done - always include a Cisco GUID in the SIP invite.

However CVP won't have any idea of this Cisco GUID - as it will only be aware of the Inbound Call Leg.

Finesse will have its dialog ID - which is from CUCM.

It can also get CVP Call ID if configured.

 

But It will never know the Cisco GUID on the outbound call.

While Finesse would be aware of the CUCM Call ID (not the same as the Cisco GUID in the SIP Invite).

 

You can set CUCM / Agent Phones for Gateway Preferred on the Phone Device on CUCM if you need the audio stream from the CUBE. CUBE is configured to use XMF (extended Media Forking).

And this way you could use CUCM CTI tagging and a more standard approach to recording.

 

Not sure if there is a perfect solution if using Network CUBE recording...Sorry!

 

Gerry

 

Application is relying on the data in Finesse Dialog object(Dialog object of the Agent active on call), queried through the Finesse API as mentioned before.

If the output of the Finesse dialog object does not contain the Call-GUID then application is not able to correlate the call data.

We will explore the alternatives as suggested.

Thanks for your continued support. 

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