Blogs

Showing 1 result.

Forums

« Back to IVR PG (GED-125) Questions

ICM Router Call Key

Combination View Flat View Tree View
Threads [ Previous | Next ]
ICM Router Call Key
Answer
2/5/10 1:05 AM
We are on ICM 7.2.7 & are facing an issue with multiple router call keys generated for a compound call. The call scenario is as follows :
 
1. Customer Calls into CVP (4.1) IVR & is presented with options
2.Customer opts out to an agent
3. Agent on Call Manager 6.1 answers & transfers the call via a CTI route point to a second agent.
 
Exactly at the leg when the Call Manager communicates to ICM via the CTI route point, a new router call key is generated.The router call key sequence of the original call is broken.
 
This is not normal since we can locate all legs of a compound call under a single router call key. The issue is affecting about 15 % of such compund calls.
Flag

RE: ICM Router Call Key
Answer
2/16/10 6:03 PM as a reply to Ganesh Yegneshwaran.
 
Hi,
 
The unique RCK is made up of ROUTERCALLKEYDAY+ROUTERCALLKEY.
 
I hope this helps.
 
MT
Flag

RE: ICM Router Call Key
Answer
2/18/10 5:11 AM as a reply to Mark Tindal.
The issue is that for the compound calls I described a new Router Call key gets generated which it should not.
This may not be an issue with the ICM /PG & can be a downstream of something else in the UCCE environment. Unfortunately we haven't seen much of a progress from TAC.
Flag

RE: ICM Router Call Key
Answer
3/29/10 8:42 PM as a reply to Ganesh Yegneshwaran.
We did figure this out finally after a good degree of research. It so happens that a new leg of call is initiated at the point the agent does a transfer. When looking at the logs we realised the agent is putting the caller on hold with CRM, & a making a transfer via the Softphone.  So the HOLD causes a fresh leg to be initiated.
Flag

Collateral


No files available