Odd "Phantom" CDR for A Call Routed Through Unity?
We land our customer calls on Unity, present a script for picking sales or service or whatever, and then send the call on to a route point hooked to UCCX, where the usual "please wait for an agent" sort of script runs.
If I dig into a single caller into our system, I'll see two separate calls.
One follows the flow I've described above, with legs on Unity, UCCX and then an IP phone.
The other call is distinct, with just a single leg. The original DN and final DN match the route point and CTI port of the leg in the first call that goes to UCCX. But this "phantom" call's sole leg has an empty destination IP. Its origin IP is that of our Unity node. And it ends at the same time the other call's leg on Unity ends, but it has a duration of 0 seconds.
Finally, the phantom call is recorded by the publisher, but the "real" call's CDRs are generated by on of our subs.
Any idea what this phantom call is? I'm mostly perplexed by the origin/final DNs in its leg being the same as that of our UCCX route point and the CTI port used by UCCX.
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