Installation Guide

In the ICM PG Explorer Agent Distribution tab, enable agent reporting.
Unexpected Call Disposition data in Termination Call Detail Records
Symptom:
A Termination Call Detail (TCD) record contains data that does not accurately reflect a call
disposition, for instance, showing a call as abandoned when it was, in fact, answered.
Message:
None.
Cause:
During call processing, TCD records are created for each leg of the call flow. In an IPCC
Gateway deployment, a call flow spans parent and child systems and -- sometimes -- Unified
CM clusters. Since multiple call legs occur, the system generates multiple TCD records.
Depending on where in the call flow a specific TCD record is generated, the CallDisposition
field might contain an unexpected result.
Examples:
•
A parent/child intercluster third-party conference call executes successfully. However, the
TCD record for the child in the external Unified CM cluster shows a CallDisposition value
of 14 (disconnect/drop handled other).
This scenario might occur because, when an agent consults and conferences an agent on a
separate (child) PG, the called party is not observed by the PG on the parent. Therefore, the
TCD for the conference call shows a CallDisposition value of 14. (In addition, if the consult
call was routed, the destination peripheral would show an incoming call with CallDisposition
13.)
•
In an IPCC Gateway deployment using CVP, a parent/child call flows executes successfully.
Two of the TCD records generated have the following CallDisposition values: 6 (abandoned
agent terminal) and 13 (disconnect/drop handled primary route), which is the expected value.
This scenario might occur when a call is translation routed from CVP to a Unified CCE Child
system because of the way the call legs are processed. Depending on the trunk configuration:
–
One leg could send an alerting message which the system later perceives as dropped.
–
The other leg could send a Request Instruction, a script is run, and then it is cleared.
Action:
None.
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4: Understanding Reporting in an IPCC Gateway Deployment
Troubleshooting Reports in IPCC Gateway Deployments