This document was generated from CDN thread
Created by: amit gandhi on 21-02-2013 12:57:32 AM
HI ,
I need to correlate a recording session with ICM call details, in order to retrevce Skillgroup, Call type and agent name. Can someone provide some tips, directions in this regard?
thanks.
Subject: RE: Correlation
Replied by: Jeffrey Wolfeld on 21-02-2013 11:41:16 AM
Amit, How you correlate the call depends on your deployment and call flow scenarios. Here are the two most common scenarios:
1) You are forking media from CUBE, and these are inbound calls using CVP to UCCE. In this case, CUBE generates an identifier known as Cisco-GUID, which is passed to both MediaSense and CVP. In MediaSense it is known as CCID (Call Correlation ID), and you can both find the call in MediaSense if you know the ID, as well as discover the ID from MediaSense if you know the call info through some other means. In UCCE, it can be found in the active routing script as Call.CallGUID, or in the ECC variable user.media.id, or in the TCD as TCD.CallReferenceID. You can also find it in the CTIOS event stream as ECC variable user.media.id.
2) You are forking media from a CUCM phone. Without a JTAPI link, these calls are difficult to correlate in real time. If real time correlation is required, for live monitoring for example, then one way is to match on caller ANI or agent extension, both of which are stored in their respective deviceRef fields in MediaSense. Matching on ANI might not always be easy due to the usual vaguaries of ANI, such as masking, non-uniqueness, or digit manipulation. Matching on agent extension could also be difficult because in CUCM, recording profiles are defined on a per-line basis, and there could be shared lines or muti-line phones. Also remember that in UCCE a given agent may have a different extension each time she logs in. After the call terminates and CUCM has had time to write the CDR record, the call can be correlated using either of the two xRefCi fields in MediaSense. These identifiers can be found in the CDR as origLegCallIdentifier and destLegCallIdentifier. Once you have the proper CDR record you can find the call in UCCE via several means. The most reliable is to concatenate global_CallID_call-ManagerId + global_CallID_callId (A.K.A. UCM GCID) from the CDR, and search for the resulting value as TCD.PeripheralCallKey.
If these scenarios aren't what you are looking for, please write back with additional information:
- Are you forking from CUBE or from CUCM phones?
- Are you looking for real time or historical correlation?
- Does your software have a JTAPI link?
- Does your deployment even use CUCM agents? (I ask because you used the term ICM rather than UCCE, and speaking formally, ICM could mean any ACD)
- Are you looking at inbound calls or outbound calls? And if outbound, do agents initiate them through a UCCE routing script, or do they directly dial outbound phone numbers? Or are you using an outbound dialer product?
Thanks,
Jeff W.
