Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: BenTaylor on August 05, 2009, 02:38:19 PM

Title: Internal call to Agent LoginID shows as Outbound
Post by: BenTaylor on August 05, 2009, 02:38:19 PM

On Avaya TServer 7.6 for TSAPI...

If I log two agents in and then agent 1 dials agent 2's Agent LoginID both agents are shown as being on an Outbound call in CCPulse.

I've done some searching and have seen the parameter 'set-call-type-on-dialing' mentioned, but this option doesn't seem to be available for this particular version of TServer...

Anyone come across this before?

Cheers,

Ben

 

Title: Re: Internal call to Agent LoginID shows as Outbound
Post by: René on August 06, 2009, 12:13:34 PM

Hi Ben,

Call type is provided by the switch to T-Server and T-Server should not change it. There are some specific scenarios when call type is changed by TServer - consultation call - but it seems not to be your case.

Could you post here debug log of T-Server?

R.

Title: Re: Internal call to Agent LoginID shows as Outbound
Post by: BenTaylor on August 06, 2009, 12:35:55 PM

No problem, I've attached the callflow and the relevant section from the tserver log.

CallType gets set to 3 on EventDialing...

Title: Re: Internal call to Agent LoginID shows as Outbound
Post by: René on August 10, 2009, 01:23:28 PM

Hi Ben,

I checked the logs and it seems to me T-Server doesn't behave correctly as both numbers (DNs) are reported as internal numbers (see log snippet below). I would recommend you to contact Genesys Technical Support and ask them to check what is wrong.

R.

--- log snippet ---

[size=9pt][i]CSTAEstablishedEvent
{
  establishedConnection
  {
    callID 13280
    deviceID '6719'
    devIDType 0
  }
  answeringDevice
  {
    deviceID '6719'
    deviceIDType [b]explicitPrivateLocalNumber[/b]
    deviceIDStatus idProvided
  }
  callingDevice
  {
    deviceID '6717'
    deviceIDType [b]explicitPrivateLocalNumber[/b]
    deviceIDStatus idProvided
  }
  calledDevice
  {
    deviceID '19103'
    deviceIDType [b]explicitPrivateLocalNumber[/b]
    deviceIDStatus idProvided
  }
  localConnectionInfo csConnect
  cause ecNewCall
}[/i][/size]

Title: Re: Internal call to Agent LoginID shows as Outbound
Post by: BenTaylor on August 10, 2009, 03:20:58 PM

Hi René,

Thanks, I've raised it with Genesys.