Hi Amer, If the call routed to Next available agent due to RONA then the CallGUID will not be changed and it will be remains the same. Hope this helps !! Cheers, Basudev ***Please rate helpful posts***
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Hi Amer, What I understood from your query is, you want to know CallGUID should be available or not in the TCD leg where agent has answered the call. So when the agent answers the call, your CUCM PIM presented in the Peripheral ID and you should never have any CallGUID in that leg. rather if you search with the RCKD and RCK of that call, you can see the CallGUID in the above of CUCM PIM leg where VRU PIM involves. And you saw a few calls with CallGUID with AgentID where CD value is 1. so CD=1 represents as Abandoned in Network which means the call did not routed the call to the Agent but got abandoned/ dropped before reaching the agent and then the call routed to next agent. That is why you saw the CallGUID on them. Let me know if that clears your doubts otherwise I have to dig into it more. Cheers, Basudev
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Yeah Piyush. I understood but how to find the count of those calls which are dropped when a fresh call came in and sitting in queue? Any idea?
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Hello, Transferred calls can be best seen in Route_Call_Details and Termination_Call_Details table. In your ICM Script, set your destination in a Call variable (1-10) and in TCD it will show you where the calls is routed too. Also if you want to create a report to count the transferred call, you can do it with Call Disposition values where code 28 is blind transfer and 29 is consult transfer. Thanks, Basudev
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I dont think there is any easy way to find the Script Reference. AWDB Script tables executes current active versions of the scripts, where as there is chance that your older Script versions still have reference of other scripts/ call types/ skills. So the only way is to check in Script Reference in Config Manager -> select appropriate target and check.
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Hi Ram, Thanks for checking this and replying on this. This is why I love Cisco forum. Everyone helps everyone here. But can you please provide the explanation of the query? What I understood from your query is, when the call is waiting to route to a particular queue (Skill/PQ), this query will count those calls. But what if a fresh call comes and IVR prompting to enter digit or something and during that time the call disconnected. Will your query counts those calls too. Thanks in advance my friend !!
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During any network disconnection between Central controllers or PGs, when the active services fail over to the other side, we see the calls which are in IVR or Queued to route to an agents got dropped. Just want to know, is there any way to count the number of those dropped calls during that particular time frame? I am using UCCE v 11.5 with comprehensive call flow.
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