11-27-2012 09:00 PM - edited 03-14-2019 10:54 AM
One of our customer having CIM integrated with ICM.
in TCD report i can see CallTypeID = -1. Could any one can explain this?
I have searched, but copuldnt find any thing relevent.
Thanks in advance.
Regards,
Shalid K.C
Solved! Go to Solution.
03-13-2013 11:44 PM
Hi Shalid,
select CallTypeID,DateTime,* from Termination_Call_Detail
where RouterCallKeyDay = 'XXXXXX'
and RouterCallKey = 'XXXX'
select CallTypeID,DateTime,* from Route_Call_Detail
where RouterCallKeyDay = 'XXXXXX'
and RouterCallKey = 'XXXX'
Keep the routercallkeyday and routercallkey same in both the queries.
03-13-2013 11:52 PM
Hi Shalid,
The TCD entry where you see the CallTypeId = -1 indicates that leg did not gone though a routing Script yet. Only if the call hits the routing script, you will have the CallType ID filled in.
Regards,
Senthil
11-28-2012 06:30 AM
Hi Shalid,
Please check the below link for this,if this can help you.
Page 15.
11-28-2012 07:17 AM
It means the call is not associated with a CallType meaning it was not a routed event. Most likely an outbound call from a monitored agent line but it could be a number of things.
12-02-2012 06:56 AM
Thanks Mukesh and jpsweeney77,
Even i to think, since there is no call/ task is routed to enterprise agent. the call type Id may show -1.
becuase i could see there are lots of entry in TCD with calltypeid =-1 for web chat and email intraction by ICM.
Regards,
Shalid K.C
03-13-2013 11:44 PM
Hi Shalid,
select CallTypeID,DateTime,* from Termination_Call_Detail
where RouterCallKeyDay = 'XXXXXX'
and RouterCallKey = 'XXXX'
select CallTypeID,DateTime,* from Route_Call_Detail
where RouterCallKeyDay = 'XXXXXX'
and RouterCallKey = 'XXXX'
Keep the routercallkeyday and routercallkey same in both the queries.
03-13-2013 11:52 PM
Hi Shalid,
The TCD entry where you see the CallTypeId = -1 indicates that leg did not gone though a routing Script yet. Only if the call hits the routing script, you will have the CallType ID filled in.
Regards,
Senthil
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