IR can't see attached data

[Eugene Khoo]

I've a Tserver framework installation (tserver, statserver, IR, callconcentrator, ccp) with an Avaya Definity/Conversant setup. I see the attached data in the IVRserver logs, Tserver logs but IR doesn't seem to be able to get a single keyvalue for me to route on. (such as LineOfBusiness). Anything I've missed out on settings/connections?
thanks
eugene

[vic]

I know it might sound really crazy but is your IR connected to the right TServer?

Also, looking in IR log and TServer logs, do you have attach data in EventRouteRequest? If not, then chances are in IVR you are attaching data to the consulting call, and not the original call is CallType=4 in the log on RequestAttachData response or is it 2?
In case of 4, you will either need to rethink your IVR flow, or add 'joint' for attach data type.

Just out of curious are you doing a HookTransfer from IVR? If you are, then unless you have some kind of delay between TransferComplete and EventRouteRequest, you will be trying to route a consult call as opposed to the original one. And it would not be good, would it?

[Eugene Khoo]

Okay, now that you mentioned it, I don't see the attached data in EventRoute Request.

The CallType under Request Attach is 1. I'm quite certain it's a mute or blind transfer and not hook transfer but I can check with the Avaya people.

How do you attach data to the original call and not the consulting call on the IVR side?

Thanks in advance!

[Vic]

If you do not have attached data in RequestRouteCall, you are either not attaching data in the first place, you are attaching it to a consult call and do not have consultuserdata set to "joint", or (and it is very hard to admit...) you are not routing the same call.

Why do you have CallType = 1? That means that is an internal call... I guess this is because you are testing the system locally...

Check this:
determine DN for your IVR
look for EventAttachedDataChanged in your TServer log with ThisDN equal to that of IVR
write down ConnID
do you have attach data?

After this, follow this call in a log to CDN controlled by IR. Is ConnID the same? Do you have attach data?

I hope that this will get your back on track... Chances are it is one of the things above...

Cheers,
Vic

[Eugene Khoo]

Okay, I notice the Conn ID changed after Event Held to Event Queued.
It stays the same from Event Ringing, EventAttachedDataChanged until it gets to Event Held.

I seem to get an EventDialing by the IVR dn to the VDN number. Which then this call is routed by IR. I'm not that familar with IVRs and PBXs but this is looks like a consultative transfer. Do you know if this is an IVR config that can be changed?

Thanks a lot Vic,
It's helping...
eugene

[Vic]

Ok, we are getting somewhere!!!

So, we know for sure that the call arriving at IR CDN has a different ConnID from the one arriving to IVR.

A really stupid question but must ask when you dial a call, go through IVR and IR routes it to somewhere, can the caller talk to the agent who receives the call?

Also, are you sure that CallType is NEVER 4?
Also, after EventHeld, the original ConnID never appears again in the log, right?

If a caller can talk to the agent after routing and original ConnId never appears again then we are down to two CME options one has to to with consultuserdata and the other has to do with how TServer treats CDN to CDN transfers....

(I think this is a second one though...)

Vic

[Eugene Khoo]

Yes, the agent can speak to the caller.
CallType = 2 for external call (tested)

What happens:
ConnId 00xx
EventRinging, Event Established, RequestUpdateUserData,
EventAttachedDataChanged, EventHeld

ConnId 00xy
EventOffHook, EventDialling (CallType 0), EventQueued (to VDN)
EventRouteRequest (calltype 1), EventRouteUsed (calltype 1).
Where do I check VDNVDN transfer settings in CME?

mergeconsuledata is set to false. I've tried origprio and consultprio without success.

eugene

[Vic]

Eugene,

you are routing a consult call That's why your data is not there...

It sure looks like your consult call gets to IR BEFORE IVR has the time complete the transfer. You have event Held and then Event Route.... without EventRelease for the xy call

What I suggest you do is add a 4 second delay VDN between IVR and IR.

Vic