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in UCCX, SUPERVISOR_BARGE_IN Event Receive Issue.

jung-yoon lee
Level 1
Level 1

Hi.

My question of point would not have received the SUPERVISOR_BARGE_IN event from the second BARGE_IN request.

Therefore, if there is no CCX patch on the content, please tell me how to distinguish it from general conference when first time BARGE_IN conference and second time BARGE_IN conference.

It is a question that BARGE_IN is first tried during a single call and when the second attempt is received the event is received differently.

Regardless of the first attempt and the second attempt, please tell me how to make sure SUPERVISOR_BARGE_IN is distinguished.

first attempt : SUPERVISOR_MONITOR >> BARGE_IN_CONSULT >> CONFERENCE >> SUPERVISOR_BARGE_IN

Second attempt :SUPERVISOR_MONITOR >> BARGE_IN_CONSULT >> CONFERENCE >> ???(Not received)

Desktop-ClientLog

_processCall(): Process the dialog with id: 16782333, to extension: 1001, from extension: 1007, call state: ALERTING, callType: OTHER_IN

<<first attempt>>

_processCall(): Process the dialog with id: 16782337, to extension: 1002, from extension: 1001, call state: INITIATING, callType: SUPERVISOR_MONITOR

_processCall(): Process the dialog with id: 16782337, to extension: 1002, from extension: 1001, call state: INITIATED, callType: SUPERVISOR_MONITOR

_processCall(): Process the dialog with id: 16782337, to extension: 1002, from extension: 1001, call state: ACTIVE, callType: SUPERVISOR_MONITOR

_processCall(): Process the dialog with id: 16782338, to extension: 1001, from extension: 1002, call state: ALERTING, callType: BARGE_IN_CONSULT

_processCall(): Process the dialog with id: 16782338, to extension: 1001, from extension: 1002, call state: ACTIVE, callType: BARGE_IN_CONSULT

_processCall(): Process the dialog with id: 16782335, to extension: 40000, from extension: 1006, call state: ACTIVE, callType: CONFERENCE

_processCall(): Process the dialog with id: 16782335, to extension: 40000, from extension: 1006, call state: ACTIVE, callType: CONFERENCE

_processCall(): Process the dialog with id: 16782335, to extension: 40000, from extension: 1006, call state: ACTIVE, callType: SUPERVISOR_BARGE_IN

<<Second attempt>>

_processCall(): Process the dialog with id: 16782339, to extension: null, from extension: 1001, call state: INITIATING, callType: SUPERVISOR_MONITOR

_processCall(): Process the dialog with id: 16782339, to extension: 1002, from extension: 1001, call state: INITIATED, callType: SUPERVISOR_MONITOR

_processCall(): Process the dialog with id: 16782339, to extension: 1002, from extension: 1001, call state: ACTIVE, callType: SUPERVISOR_MONITOR

_processCall(): Process the dialog with id: 16782340, to extension: 1001, from extension: 1002, call state: ALERTING, callType: BARGE_IN_CONSULT

_processCall(): Process the dialog with id: 16782340, to extension: 1001, from extension: 1002, call state: ACTIVE, callType: BARGE_IN_CONSULT

_processCall(): Process the dialog with id: 16782335, to extension: 40000, from extension: 1006, call state: ACTIVE, callType: CONFERENCE

_processCall(): Process the dialog with id: 16782335, to extension: 40000, from extension: 1006, call state: ACTIVE, callType: CONFERENCE

Thanks.

3 Replies 3

dekwan
Cisco Employee
Cisco Employee

Hi,

Sorry, I am not 100% following your issue. Can you explain the scenario with the agentid/extensions and who calls/barge/monitor who?

In "Second Attempt", does this mean that you are reproducing the scenario and getting a different result? Also, what happens in a third attempt? Do you get an error? Also, please provide the timestamp and webservices logs.

I attempted to reproduce the issue, but I don't think I have the scenario right.

Thanx,

Denise

<barge in test.mp4>

Agent=1002

Supervisor=1001

Customer=1006

step1. A call is received from the customer (1006) to the agent (1002) via the CSQ.

step2. While supervisor (1001) monitors with "Silent Monitor" function, it interrupts with "Bargein" function.

step3. The agent (1002) and the customer (1006) with the supervisor (1001) are in a meeting with "SUPERVISOR_BARGE_IN".

step4. Supervisor (1001) drops at "SUPERVISOR_BARGE_IN" conference.

step5. When supervisor (1001) bargein again, events are received differently at "CONFERENCE" conference instead of "SUPERVISOR_BARGE_IN" conference.

barge in test with finesse.mp4

https://drive.google.com/file/d/11PYStDc-_8Ynd7Kxoel6yiuKFFrJdQeN/view?usp=sharing

Desktop-ClientLog.1001

https://drive.google.com/file/d/19qZYYyegqdoDXkvrhiiMyb9RpkLE4iW_/view?usp=sharing

1st attempt : SUPERVISOR_MONITOR >> BARGE_IN_CONSULT >> CONFERENCE >> SUPERVISOR_BARGE_IN

2nd attempt :SUPERVISOR_MONITOR >> BARGE_IN_CONSULT >> CONFERENCE >> (Not received)

3rd attempt :SUPERVISOR_MONITOR >> BARGE_IN_CONSULT >> CONFERENCE >> (Not received)

4th attempt :SUPERVISOR_MONITOR >> BARGE_IN_CONSULT >> CONFERENCE >> (Not received) ...


Hi,

UCCX is actually the one who sends Finesse the calltypes. Finesse just displays what values it gets from the BeginCallEvent and the CallDataUpdate event.

You can see these events come into Finesse in the webservices logs.

Example:

0000011284: 10.10.20.10: Mar 20 2018 17:58:31.333 +0000: %CCBU_CTIMessageEventExecutor-0-6-DECODED_MESSAGE_FROM_CTI_SERVER: %[cti_event_read_time=1521568711332][cti_message=CTICallDataUpdateEvent [peripheralId=1, callType=23, connectionDeviceIdType=0, callId=16855295, connectionDeviceId=6002, newConnectionDevId=6002, newCallId=16855295, newConnectionDeviceIdType=0, ani=null, dnis=null, dialedNumber=null, callVariable1=6013, callVariable2=6000, callVariable3=null, callVariable4=null, callVariable5=null, callVariable6=null, callVariable7=null, callVariable8=null, callVariable9=null, callVariable10=null, callWrapupData=null]CTICallDataUpdateEvent [ invokeID=null, cti_sequence_id=2876, msgID=25, msgName=CallDataUpdateEvent, deploymentType=CCX]]: Decoded Message to Finesse from backend cti server

You can match the callType to the CTI protocol doc here: https://developer.cisco.com/docs/contact-center-express/#calltype-values

Now, you ask, how can you tell that it is a supervisor barge in for the other attempts? Unfortunately, you can't. Finesse doesn't have that data. I am not sure if this is a bug on the CCX side where it is not updating the callType of the future events. I saw that you had posted on the CCX CTI forum. The experts for CCX are in that forum.

Thanx,

Denise

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