Call id all the way

[michales]

Hi,

1. We whant to attach information to the call with CRM url from the IPCC to Jtapi agent to navigate is crm browser to the customer page:

What is the best way to do this(IPCC 11.0)?

2. IF we transfer the call to Jtapi agent, Is the call id in IPCC/IP IVR is the same call id in the agent Jtapi?

Regards,

Michael Sagi

[vigurura]

Hi Michael,

Can you please provide more details on what the use case is? What the deployment - UCCX or UCCE ? I am assuming you are doing this on Finesse Desktop?

Thanks,

Vikram G

Reporting PM, CCBU

[Gerry O'Rourke]

The JTAPI call ID, is the CUCM Call ID and not the UCCE Router Call Key Day + Router Call Key ID.

It is generated from the CUCM manager ID (which CUCM server is handling the call, plus a Call ID.

See below and check out the JTAPI developer guide for more inf.

Cisco Unified Communications Manager Call Detail Records Administration Guide, Release 9.1(1) - Cisco Call Detail Record…

The UCCE "Call ID" stays the same throughout the customer call, no matter which agent it gets passed to and even if it gets redirected back into Queue (if you use CCM CTI Route points or CCM DNs).

It is the router Call Key Day plus the Router Call Key.

You could add the "Router Call Key Day-RouterCall Key" into a Peripheral Call Variable and you could then use it in Finesse URL screen pop for CRM.

Gerry