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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Campfire on October 05, 2015, 05:59:58 PM

Title: Agent answering calls using Softphone from the BCA switch
Post by: Campfire on October 05, 2015, 05:59:58 PM

Hi Guys,

I was having a data mismatch in queue response report of GI2 and when checking the URS logs, I noticed that the missing calls in the report were answered from the BCA switch using Avaya Softphone. Just interested to know if answering calls via Softphone from BCA switch will not be counted for Calls answered statistics of GI2?

Thanks..
.

Title: Re: Agent answering calls using Softphone from the BCA switch
Post by: Campfire on October 05, 2015, 06:54:31 PM

To add..

The Statserver and Call Concertrator has connections with the BCA T-server defined in CME. Any other special configuration I ma missing out? Please advise.

Title: Re: Agent answering calls using Softphone from the BAU switch
Post by: cavagnaro on October 05, 2015, 06:57:01 PM

Logs... Magic balls are broken

Title: Re: Agent answering calls using Softphone from the BCA switch
Post by: Campfire on October 05, 2015, 07:12:51 PM

;D There was a mute transfer happened and the EventEstablished was not there in the DN itself which means the call was internally transferred and hence was not counted for the statistic? Below is the T-server log

12:54:30.910 Int 04543 Interaction message "RequestMuteTransfer" received from 668 ("CIM_IServer_NL_DC1_A_a")
@12:54:30.9100 [gctmi] Distributing request RequestMuteTransfer
@12:54:30.9100 [mlink] Address [1057555,tDN,sOFFH] (reqMuteTransfer)
Initiate Transfer
Reference ID:50a7
Origination Address:Unknown, 1057555
Destination Address:Unknown, 1054851
@12:54:30.9100 [>>] FF 0A 00 20 09 50 A7 08 04 00 30 0B 00 00 31 30 35 37 35 35 35 31 0B 00 00 31 30 35 34 38 35 31
@12:54:30.9250 [<<] FF 0A 00 39 09 00 00 08 0F 00 37 04 06 90 36 0B 00 08 31 30 35 37 35 35 35 38 03 0D 3A 04 FE 03 39 0E 00 02 38 34 30 37 38 37 32 37 30 36 96 06 00 00 27 AD 5F 05 0C 36 1D
Status Change
This Device TN:690
This Device DN:Internal, 1057555
This Device Status:Hold
Other Device TN:fe03
Other Device DN:National, 8407872706
Call ID:27ad
Enhanced Time Stamp:12:54:29

Title: Re: Agent answering calls using Softphone from the BCA switch
Post by: Campfire on October 05, 2015, 08:53:07 PM

Guys, I had a doubt while I was checking the mute transfer event.. When will this MuteTransfer occur usually?

Had gone through Events and Models reference guide and could not find answer for my questions. Please help.

Title: Re: Agent answering calls using Softphone from the BCA switch
Post by: Kubig on October 06, 2015, 07:57:22 AM

When the end user will requests to make a MuteTransfer (which is allowed on specific PBXs).

Title: Re: Agent answering calls using Softphone from the BCA switch
Post by: Campfire on October 06, 2015, 01:28:48 PM

Thanks for the info Kubig. Also, the EventEstablished is there in the logs but the call is not counted under the calls answered list by GI2..

Any inputs guys on which event will be considered as Answered for reporting?

@15:14:58.1880 [<<] FF 0A 00 27 09 00 00 08 0F 00 37 04 D8 BD 36 0B 00 08 32 30 36 32 30 34 32 38 03 02 96 06 00 00 24 80 5F 05 0F 0E 39
  Status Change
  This Device TN:d8bd
  This Device DN:Internal, 2062042
  This Device Status:Off-Hook
  Call ID:2480
  Enhanced Time Stamp:15:14:57
@15:14:58.1880 [mlink] (processStatusChange)
@15:14:58.1880 [mlink] (processScOffhook)
@15:14:58.1880 [gctmi] TMsg [EventOffHook(2062042)] distributing to model
@15:14:58.1880 [gctmi] Call [00d3026e55d84d43/2480,sES,tES,l2] distributing EventOffHook
@15:14:58.1880 [gctmi] Call [00d3026e55d84d43/2480,sES,tES,l2] processOffHook
@15:14:58.1880 [gctm] Translate Off-Hook to Established
@15:14:58.1880 [gctmi] Call [00d3026e55d84d43/2480,sES,tES,l2] processEstablished
@15:14:58.1880 [gctmi] Party [00d3026e55d84d43:2062042,sa,tDN,rDST,lINT] processEstablished
@15:14:58.1880 [gctmi] Address [2062042,tDN,sIDLE] processOffHook
@15:14:58.1880 [gctm] Address [2062042,tDN,sIDLE] Changing state to 1
@15:14:58.1880 [0] 8.1.000.12 distribute_event: message EventOffHook
  AttributeEventSequenceNumber 00000000001f1e4f
  AttributeCustomerID '0'
  AttributeTimeinuSecs 188000
  AttributeTimeinSecs 1443100498 (15:14:58)
  AttributeThisDN '2062042'
15:14:58.188 Int 04544 Interaction message "EventOffHook" generated
15:14:58.188 Trc 04542 EventOffHook sent to [692] (00000036 CIM_GPlus_2 10.127.181.234:56808)
15:14:58.188 Trc 04542 EventOffHook sent to [712] (00000048 Verint Recording 145.59.237.235:55755)
15:14:58.188 Trc 04542 EventOffHook sent to [704] (0000003b CIM_StatServer_Rtg_NV_b 10.127.181.234:52850)
15:14:58.188 Trc 04542 EventOffHook sent to [700] (0000003a CIM_StatServer_Rtg_NV_a 10.127.181.220:57115)
masked for 676 (0000001a CIM_IC_V_EUR_2)
masked for 680 (00000019 CIM_IC_V_EUR_1)

Title: Re: Agent answering calls using Softphone from the BCA switch
Post by: Kubig on October 06, 2015, 01:33:29 PM

Just EventEstablished. There are no other event related to pick-up the call by the agent.

Title: Re: Agent answering calls using Softphone from the BCA switch
Post by: Campfire on October 06, 2015, 02:28:37 PM

Thanks Kubig!! :)