Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on September 11, 2012, 01:48:10 PM

Title: How can I see monitored calls in InfoMart?
Post by: vma on September 11, 2012, 01:48:10 PM

Hi,
we have 2 SipSwitches. if a supervisor from DC1_SIPSwitch decides to monitor an agent from DC2_SIPSwitch in InfoMart I see 2 calls with the same connid and same userdata. Also keep in mind that the supervisor can play the agent role taking inbound calls.
So how can I differentiate between a call that came at supervisor because it is a monitoring call or it a normal inbound call?

Thanks,
Mihai

Title: Re: How can I see monitored calls in InfoMart?
Post by: Fra on September 11, 2012, 03:58:03 PM

My understanding is that you need a special RP on the agent's SIP Server switch to do that. As you have a routing strategy to load on it, why don't you add an attached data and then filter out  by it all calls to derive the supervisioned ones?

Fra

Title: Re: How can I see monitored calls in InfoMart?
Post by: vma on September 12, 2012, 09:06:51 AM

the attached data will be attached to both legs in GIM as this is the same call. Both have same connid.

L.E. I have found a field calld PRole in G_PARTY table that seems to indicate the DNRole but this table is purged.
BTW can ICON be configured to collect AttributeThisDNRole? what should I put in source? Extension, userdata or reason?

Thank you,
Mihai