I found something bad in my UCCE 9.0 version. Dialer closed contact after it gave callResult = 25 and callstatuszone = B. In other campaigns evertything is ok. I know that this status tell me that it was made some chacnge on campaign but normally after callresult=25 it should try to call in next time but in my case contacts was closed.
here is log from campaign manager:
campaignID: 5139 DialingListsID: 61
15:43:52:374 la-CampaignManager Trace: (CM_DLR) Received CloseCustomerRecord from Dialer ICM9-PG-02-A, DialingListID=61, CampaignID=5139, QueryRuleID=5421, CallResult=25 15:43:52:374 la-CampaignManager Trace: Executing SQL Command [UPDATE DL_5139_5421 SET CallsMadeToZone1=0, CallsMadeToZone2=0, LastNumberDialedZone1=1,LastNumberDialedZone2=0,LastZoneDialed=0, CallStatusZone1='B', CallStatusZone2='B',CallbackDateTimeZone1=NULL,CallbackDateTimeZone2=NULL,CallbackDateTime01=NULL,CallbackDateTime02=NULL,CallbackDateTime03=NULL,CallbackDateTime04=NULL,CallbackDateTime05=NULL,CallbackDateTime06=NULL,CallbackDateTime07=NULL,CallbackDateTime08=NULL,CallbackDateTime09=NULL,CallbackDateTime10=NULL,CallResult=25,CallResult01=25,CallResult02=0,CallResult03=0,CallResult04=0,CallResult05=0,CallResult06=0,CallResult07=0,CallResult08=0,CallResult09=0,CallResult10=0,CallbackNumber = '' WHERE DialingListID=61]
and from baDialer:
15:43:52:741 dialer-baDialer Trace: (CPORT) SetState, port: 292, state: PORT_DEVICE_ATTRIB 15:43:52:741 dialer-baDialer Trace: (CUST) SetCallResult, id: 61 in DL_5139_5421, skill: 7498, result: 1 [DIAL_RESERVED], now: [Mon Jan 08 15:43:52 2018], callback: [Mon Jan 08 14:32:36 2018] 15:43:52:741 dialer-baDialer Trace: (CUST) Validation failed, Current Time [Mon Jan 08 15:43:52 2018] - End Time [Mon Jan 08 14:39:30 2018]-[Mon Jan 08 15:10:00 2018] 15:43:52:741 dialer-baDialer Trace: (CUST) SetCallResult, id: 61 in DL_5139_5421, skill: 7498, result: 0 [IDLE], now: [Mon Jan 08 15:43:52 2018], callback: [Mon Jan 08 14:32:36 2018] 15:43:52:741 dialer-baDialer Trace: (CM) Invalid customer time, customer: 23006070xxxxx, dial Id: 61 in DL_5139_5421, result: 0 15:43:52:741 dialer-baDialer Trace: (CM) Close record request, customer: 23006070xxxxx, Dial Id: 61 in DL_5139_5421, result: 0 [IDLE] 15:43:52:741 dialer-baDialer Trace: (CUST) SetCallResult, id: 61 in DL_5139_5421, skill: 7498, result: 25 [DIALER_FLUSH], now: [Mon Jan 08 15:43:52 2018], callback: [Mon Jan 08 14:32:36 2018] 15:43:52:741 dialer-baDialer Trace: (CUST) Record sent to campaign manager, id: 61 in DL_5139_5421, skill: 7498, result: 25 [DIALER_FLUSH]
I have no idea why this is happening. max attemps on this campaign is set to 5, no personal callbacks.
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Thank you for your analysis but I found something in gateway logs (gateway2.txt):
Dec 14 12:36:39 10.221.183.5 2989473499: Received: Dec 14 12:36:39 10.221.183.5 2989473500: ACK sip:firstname.lastname@example.org:5060;transport=tcp SIP/2.0#015 Dec 14 12:36:39 10.221.183.5 2989473501: Via: SIP/2.0/TCP 10.221.183.20:5060;branch=z9hG4bKJdpzEfyGXek6YdRGGGHWyQ~~2106174#015 Dec 14 12:36:39 10.221.183.5 2989473502: Max-Forwards: 70#015 Dec 14 12:36:39 10.221.183.5 2989473503: To: <sip:email@example.com;transport=tcp>;tag=DD7D6060-19D2#015 Dec 14 12:36:39 10.221.183.5 2989473504: From: 8848XXXXX <sip:8848XXXXX@10.221.183.20:5060>;tag=dsc2bf20e3#015 Dec 14 12:36:39 10.221.183.5 2989473505: Call-ID: 070BE5800001000000046A5110B7DD0Afirstname.lastname@example.org#015 Dec 14 12:36:39 10.221.183.5 2989473506: CSeq: 1 ACK#015 Dec 14 12:36:39 10.221.183.5 2989473507: Content-Length: 0#015 Dec 14 12:36:39 10.221.183.5 2989473508: Contact: <sip:8848XXXXX@10.221.183.20:5060;transport=tcp>#015 Dec 14 12:36:39 10.221.183.5 2989473509: #015 Dec 14 12:36:39 10.221.183.5 2989473510: 713373643: Dec 14 12:36:34.210: //23869857/DDFA6BED87DA/CCAPI/cc_api_call_disconnected: Dec 14 12:36:39 10.221.183.5 2989473511: Dec 14 12:36:39 10.221.183.5 2989473512: Cause Value=96, Interface=0x26C053D8, Call Id=23869857
that is mean Gateway does not sent ringback tone because of lack of something in ACK message from CVP side. Do I should proceed this problem to cisco tac ?
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I have SIP logs on CVP enabled on DEBUG Level.
Itwas tranfer by consult as you can see in Peripheral Call type = 12. Route point goes to VGW via sip trunk, I am not sure which one, we have several. If this is codec issue what I must check and where? I attach some logs from Gateway also
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Hi I have a problem that when an agent transferred inbound call to another, the call was disconnected. It will better show from TCD table belew:
RecoveryKey MRDomainID AgentSkillTargetID SkillGroupSkillTargetID ServiceSkillTargetID PeripheralID RouteID RouterCallKeyDay RouterCallKey DateTime PeripheralCallType DigitsDialed PeripheralCallKey CallDisposition NetworkTime Duration RingTime DelayTime TimeToAband HoldTime TalkTime WorkTime LocalQTime BillRate CallSegmentTime ConferenceTime Variable1 Variable2 Variable3 Variable4 Variable5 UserToUser NewTransaction RecoveryDay TimeZone NetworkTargetID TrunkGroupID DNIS InstrumentPortNumber AgentPeripheralNumber ICRCallKey ICRCallKeyParent ICRCallKeyChild Variable6 Variable7 Variable8 Variable9 Variable10 ANI AnsweredWithinServiceLevel Priority Trunk WrapupData SourceAgentPeripheralNumber SourceAgentSkillTargetID CallDispositionFlag RouterCallKeySequenceNumber CED CallTypeID BadCallTag ApplicationTaskDisposition ApplicationData NetQTime DbDateTime ECCPayloadID CallTypeReportingDateTime RoutedSkillGroupSkillTargetID RoutedServiceSkillTargetID RoutedAgentSkillTargetID Originated CallReferenceID CallGUID LocationParamPKID LocationParamName PstnTrunkGroupID PstnTrunkGroupChannelNumber NetworkSkillGroupQTime EnterpriseQueueTime StartDateTimeUTC ProtocolID PrecisionQueueID PrecisionQueueStepOrder Attributes 8320291102294 1 5834 6736 NULL 5000 5371 152288 18588 2017-12-14 12:36:43.330 2 65500 NULL 1 0 0 0 0 0 0 0 0 0 NULL NULL 0 NEW-IVR/ctb/PL_IVR_CTB_SME_12.wav 1858815228850022054.44 NULL NULL NOT_HOLIDAY NULL N 83962704 -60 NULL NULL NULL NULL NULL 5169093 NULL NULL PL NULL WORK CC_IVR_PRIVATE_AGENT MIKRO op 2 8848XXXXX N 0 NULL NULL NULL NULL 7 6 65500 5358 N 0 NULL 0 NULL NULL 2017-12-14 12:30:00.000 6736 -1 5834 NULL 070BE5800001000000046A5110B7DD0A NULL NULL NULL NULL 0 0 2017-12-14 11:36:43.330 12665 NULL 0 NULL.
As You can see the PeripheralCallKey is NULL and talk time = 0 as well
The DN number 65500 is fine. In rtr logs I have:
DEVICE_TARGET_ABORT_IND message received from Peripheral CRSCallID(Date 152288 ,ID 18588), NetworkTarget(0),MRDomain(1), AgentSkillTargetID(-1)
in CVP Logs I have: 10526999: 10.221.183.20: gru 14 2017 12:36:36.194 +0100: %CVP_9_0_SIP-3-SIP_CALL_ERROR: CALLGUID = 070BE5800001000000046A5110B7DD0A LEGID = 70be580-a3216240-b6b80-10b7dd0a - [INBOUND] - ABNORMALLY ENDING - SIP code , Reason Hdr [SIP;cause=488] Not Acceptable Here, GW call using SURV TCL flag [false], NON NORMAL flag [true], DNIS , ANI [8848XXXXX] with AGE (msecs) 4078 and Call History : 888888888811505|-1;85463|1; [id:5004] (all logs in attachement)
I have configured route pointon CUCM Furthermore I have Match Result = RouteThisPattern in DNA analysis so the call comes to script and skill group.
It can be the an agent phone issue?
Please help, Thank You
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Solved. I created new raport with parameter (added this line to scl query "where"): "and Campaign.CampaignID IN (:campaignID)" and changed report to anonymous block. Then export and modify views on production. It Work.
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I want to add new column to CUIC realtime report in standard CUIC 9.1(1) build 1 (9_1_1_10000_117). Report concerns outbound campaigns. New column must count percent of good calls to all calls and it is called "zakonczone". I have another CUIC in Premium version - 9.1(1) build 1 (9_1_1_10000_117) in my test environment so I can creat new raport in this and export to my standard cuic raport.
The problem is when it generates a report for specific campaigns, the campaignID value is inserted in the campaignName field and the report can not be generated.
I show you steps that I did to create this raport:
1. I create report definition with query in attach (orygianl-report.sql). 2. Add new field "F10001" with clause CampaignID (screen1)
3. I chose Key criteria Field in properties tab (screen2)
4. Create report with preview report definition. (screen3)
5. generated this report for a test. Everything is working (screen4) (test-report.sql)
5. Export this report to zip file. 6. Import this report in my CUIC standard ver (production).
When I generate report in production environment and choose Campaigns:
report returns empty field. (production-report.sql) because campaign IDs values are inserted in the campaign Name field.
If anyone have idea why this value put in the "CampaignName" field, please write your suggestion
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I want to count the number of calls disconnected by agents in every day. I know I can do it with CDR -> export, but how can I daily and automatically export information about who has disconnected the conversation to the csv file or database? I mean only inbound calls. I have UCCE 9.0 with CUCM 9.1.2.
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I searched but didn't find the answer. Can someone explain me what is mean PeripheralCallType=6 and CallDisposition=13 in TCD table? I have some calls wich this values in our UCCE 9.0.Was it a manual outbound call or consultation?
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