Extension Data - BCP configuration

[Dionysis]

Hi guys,

So, I'm trying to do something slightly outside the box, again.

I have a scenario where the customer needs to play different greetings based on call type using an IRD strategy.  This works no problem using an ExtensionData update of agent-greeting = xxx and customer-greeting = yyy.

However, this particular customer uses the Genesys BCP architecture with agents logging into 2 separate data centres.  Some agents have site A as their preferred site, and the rest use site B.  Which means that when a call arrives on site A, it could easily be answered by an agent on site B.

When this cross site call flow occurs the Extension Data is stripped from the call and the greetings are not played.  As this essentially a multi-site routing scenario there is no strategy on the second site which handles the incoming call that I could use to update the Extension Data.

Any ideas on how I might be able to get this working?

[victor]

Hey,

just out of curiosity, why would you not have attach-data shared between two T-Servers? What am I missing?
What I find puzzling is why you would not have Genesys connid across the two sites...

At any rate:

1. ANI - URS DB dip on ANI would do the trick but obviously not work for unlisted
2. limit it to the same site?

Head still not wrapping around not sharing data between two sites.

[Dionysis]

User data is transferred between switches / sites, there's no issue there.  However the agent-greeting and customer-greeting options need to be in the Extension Data, not User Data.

Or at least that's what my previous testing has shown. 

Because there is no strategy running on the second switch, the call targets from a route point on switch A to a skill, and the agent is logged in to switch B.

To clarify the call flow a bit:

Call arrives at site A
Runs an IRD routing strategy
Routing strategy updates the extension data (not user data) to be agent-greeting = xxx and customer greeting = yyyy
Routing strategy targets any agent with skill zzz
Call is answered by agent logged in to site B

In this process all of the user data is transferred via normal ISCC functionality, however Extension Data is not user data and is not transferred between the two switches.

[cavagnaro]

Why don't you create a "dummy strat" where you grab the skill then convert the UData into Extension Data?

[victor]

I wonder that too...

[René]

Hi Dionysis,

There must be something wrong with your ISCC configuration as described scenario should work. I'm working on a project where we have similar configuration to your and whispers work without any issues.

Are you able to post here logs?

R.

[Dionysis]

There is no strategy on the second site Cav and Victor, the targeting happens on a route point on site A, and targets agents at site B directly.  So there is nowhere to run a strategy where I could convert user data into extension data.

That's interesting Rene, what transfer type are you using for ISCC?  We're using direct-uui.

[René]

Hi Dionysis,

We use default 'route' ISCC transfer type.

R.

[Dionysis]

Thanks Rene, I'll test using the "route" type in our lab and report back.

[pablocaamano]

Hi I have the same issue.

Resarching on the web and in the forum I found this topic.

In my scenario I have a Avaya TServer and a Genesys SIPServer. If the call is routed from TServer to SIPServer, the Attribute Extensions is not transfered with the call.
I am ussing ISCC transfer. If I try with ISCC and default "route" type the call is droped.

Regards.

[cavagnaro]

Logs...come on...where have you ever seen a problem being solved by such low level explanation???

[pablocaamano]

Hi Cavagnaro,

If I use the target iscc and route type direct uui I get this logs:

TServer Logs, request route call:
@12:01:04.7820 [ISCC] Sent to tserver [from ISCC:00000001@]: message RequestRouteCall
AttributeReferenceID 7213559
AttributeConnID 006e026dff8f0dee
AttributeExtensions [297] 00 0b 00 00..
'agent-greeting' 'greeting/W_Collections_Nordics'
'customer-greeting' 'greeting/silence'
'CUSTOMER_ID' 'Resources'
'AGENT' 'sipagent1'
'PLACE' 'SIP3800003'
'DN' '3800003'
'ACCESS' '3800003'
'SWITCH' 'SIPSwitchMVD1'
'NVQ' 1
'TARGET' 'Testing@statserver_routing_mvd1.GA'
'_ISCC_TRACKING_NUMBER_' 7213559
AttributeOtherDN '83800003'
AttributeThisDN '3257'
AttributeLocation 'SIPSwitchMVD1'
AttributeRouteType 0 (RouteTypeUnknown)
AttributeReason [14] 00 01 01 00..
'RTR' 111

SIPServer logs, event ringing in 3800003 (there is 1 hour diference between servers)
@11:01:05.2680 [0] 8.1.101.83 distribute_event: message EventRinging
AttributeEventSequenceNumber 0000000000001e65
AttributeTimeinuSecs 268000
AttributeTimeinSecs 1448028065 (11:01:05)
AttributeExtensions [70] 00 03 00 00..
'OtherTrunkName' 'trunk_to_avaya'
'PRIVACY' 'id'
'BusinessCall' 0
AttributeThisDNRole 2
AttributeAgentID 'sipagent1'
AttributeThisDN '3800003'
AttributeANI '59825186530'
AttributeDNIS '3800003'
AttributeCallUUID 'D6C0ESQ1B978L6M3J9GSBB8QVS0000AV'
AttributeConnID 00e202732bfdd152
AttributeCallID 16785947
AttributeLocalCallType 2
AttributeCallType 2
AttributeCallState 0
AttributeOtherDNRole 1
AttributeOtherDN '59825186530'

----------------------------------------------------------

If I use "default" route type I get this error from Tserver:

message RequestRouteCall
AttributeThisDN '3257'
AttributeConnID 006e026dff8f0e1d
AttributeOtherDN '3800003'
AttributeLocation 'SIPSwitchMVD1'
AttributeExtensions [266] 00 0a 00 00..
'agent-greeting' 'greeting/W_Collections_Nordics'
'customer-greeting' 'greeting/silence'
'CUSTOMER_ID' 'Resources'
'AGENT' 'sipagent1'
'PLACE' 'SIP3800003'
'DN' '3800003'
'ACCESS' '3800003'
'SWITCH' 'SIPSwitchMVD1'
'NVQ' 1
'TARGET' 'Testing@statserver_routing_mvd1.GA'
AttributeRouteType 0 (RouteTypeUnknown)
AttributeReason [14] 00 01 01 00..
'RTR' 111
AttributeReferenceID 2626048


@12:06:38.2660 [0] 8.1.001.06 send_to_client: message EventError
(No configured access resources are found)
AttributeEventSequenceNumber 0000000001b83bab
AttributeTimeinuSecs 266000
AttributeTimeinSecs 1448028398 (12:06:38)
AttributeThisDN '3257'
AttributeReferenceID 2626048
AttributeErrorCode 1014

Please let me know any additional logs needed.

Regards.

[Kubig]

Your configuration is wrong. In case, you are using the "route" type of ISCC action, you have to create the ERP (External Routing Point) on each site. If you want to use another ISCC type, you have to check, if the related switch supports it.

[Dionysis]

We did eventually solve this problem, but I forgot to come back and update. 

Technically speaking the extension data is transmitted when using the direct-uui route type, however what was happening to us is the call was moving too quickly, and was answered before the extension data was applied to the call.  If the call is already answered, the greeting options do nothing.

So what we did was switch to using route-type "route", which requires external route points on the receiving switch.  This causes a brief (milliseconds) pause in the call's transition to the agent, and enough time for the data to be applied to the call before being answered by the agent.

[pablocaamano]

I have configured the "route" target-type, also I configure an External Routing Point (I have never configured before).
In my ERP configuration I have some questions that I could not figure out with SIPServer Deployment Guide (Configuring access resources for the route transaction type ), so I would really apreciate if anyone could help me with that.

This is the Procedure suggested by the Documentation:

Start of procedure
1. Under a configured Switch, select the DNs folder. From the main menu, select File > New > DN to create a new DN object.

2. On the General tab of the DN’s Properties dialog box, specify the number of the configured DN as the value of the Number field. This value must correspond to the Routing Point number on the switch.  ----------->>>> Thats mean that this number must be the same of the original Routing Point in the other switch(The Avaya switch that have the call)?

3. Select External Routing Point as the value of the Type field.

4. If a dialable number for that Routing Point is different from its DN name, specify the number in the Association field.  ----------->>>> What does it mean?

5. Click the Access Numbers tab. Click Add and specify these access number parameters:
 Origination switch.   ----------->>>> I supposed that this is the Avaya switch.
 Access number that must be dialed to reach this DN from the origination switch.

thanks and regards.