CUCM 및 UCCX에 표시된 UCCX 콜백 기능
목차
소개
이 문서에서는 CallBack UCCX(Cisco Unified Contact Center Express) 기능이 작동하는 방식에 대해 설명합니다. 이 문서에서는 UCCX 및 CUCM(Cisco Unified Communications Manager)을 사용하여 통화 흐름의 주요 순간을 추적하고 찾아보는 데 중점을 둡니다. 로그 분석을 통해 주요 통화를 추적합니다.
사전 요구 사항
요구 사항
다음 주제에 대한 지식을 보유하고 있으면 유용합니다.
- CUCM 컨피그레이션
- UCCX 구성
- 기본 CUCM SDI/SDL 추적 읽기
- 기본 UCCX 로그 읽기
사용되는 구성 요소
이 문서의 정보는 다음 소프트웨어 버전을 기반으로 합니다.
- CUCM 버전: 10.5.2.12900-14
- UCCX 버전: 10.6.1.11001-31
이 문서의 정보는 특정 랩 환경의 디바이스를 토대로 작성되었습니다.이 문서에 사용된 모든 디바이스는 초기화된(기본) 컨피그레이션으로 시작되었습니다.현재 네트워크가 작동 중인 경우, 모든 명령어의 잠재적인 영향을 미리 숙지하시기 바랍니다.
배경 정보
고객이 UCCX 대기열에 전화를 걸었을 때 해당 시점에 사용 가능한 모든 상담원이 통화 중이고 통화를 받을 수 없는 경우 사전 설정된 시간 초과에서 프롬프트가 표시됩니다.고객이 다시 전화를 받기를 원하는지 묻기 위한 것입니다.고객은 콜백을 선택하거나 메시지를 남길 수 있습니다.
- 고객이 메시지를 남기도록 선택하면 메시지가 기록되고 통화가 끊어집니다.시스템 전환은 다른 CTI(Cisco Computer Telephony Integration) 트리거 또는 Ghost 트리거를 호출하고 상담원이 자유할 때까지 통화를 유지한 다음 녹음된 메시지를 그에게 재생합니다.
- 고객이 콜백을 선택한 경우 콜백 번호를 입력하라는 메시지가 표시됩니다.번호가 확인되면 통화가 끊어집니다.시스템 전환은 다른 CTI 트리거 또는 Ghost 트리거를 호출하고 상담원이 여유 있을 때까지 통화를 유지하고 상담원을 연결하여 상담원을 연결하여 고객 번호로 다시 전화를 겁니다.
플로우 다이어그램
CUCM 관점
콜백 기능은 3단계로 나눌 수 있습니다.
1단계. 사용자 입력
2단계. 전화 걸기
3단계. 통화 리디렉션
1단계. 사용자 입력
이 단계에서는 UCCX 대기열의 고객 통화와 모든 상담원이 통화 중입니다.고객에게 콜백 옵션이 제공됩니다.고객이 콜백을 선택하면 콜백 번호를 입력하고 메시지를 녹음하라는 메시지가 표시됩니다.통화가 끊어진 후 확인 메시지가 재생됩니다.
2단계. 호출 단계
이 단계에서 UCCX는 콜백 번호를 유지하고 일반 ICD(Interactive Call Distribution) 라우팅이 있는 CTI 트리거에 대한 새 통화를 시작하고 상담원이 자유롭게 전화를 받을 때까지 고스트 통화를 여기에 유지합니다.
이 통화는 발신 통화 단계에서 완전히 다른 CTI 포트 집합(통화 제어 그룹 ID는 다름)과 UCCX와 스크립트 자체에 구성된 새 미디어 채널 그룹을 사용하기 때문에 고스트 통화입니다.
3단계. 통화 리디렉션 단계
이 단계에서 상담원이 통화에 응답했으며 상담원은 발신자가 원하는 만큼 남긴 메시지를 듣고 키를 눌러 발신자가 처음 남긴 번호에서 발신자에게 시스템 통화를 다시 수행하도록 합니다.이제 UCCX 시스템에서 통화 리디렉션을 시작합니다.입력한 콜백 번호에서 시스템과 에이전트 간 통화를 발신자에게 전송하는 데 사용됩니다.
UCCX 관점
콜백 기능은 두 개의 서로 다른 응용 프로그램과 이러한 스크립트에 도달하기 위한 두 개의 트리거가 있는 두 개의 스크립트로 구분됩니다.
스크립트 1.
고객이 이 스크립트로 전화를 겁니다(주 라인 번호). 상담원이 통화 중인 경우 콜백을 묻는 메시지가 표시됩니다.
이 스크립트는 통화 발신 단계를 사용하여 간단한 ICD 스크립트를 사용하여 다른 트리거인 콜백 번호라는 다른 번호로 구성됩니다.
스크립트 2.
콜백용 간단한 ICD 스크립트로, 콜백용으로 선택할 에이전트 풀이 포함된 CSQ에 선택 리소스가 있는 트리거입니다.콜백 번호를 입력하면 고객의 통화가 끊어지고 고스트 통화가 이 스크립트로 리디렉션되어 대기합니다.
상담원이 콜백에서 이 통화를 시작할 수 있는 경우 통화 리디렉션 스크립트와 함께 제공된 고객의 콜백 번호에 연결됩니다.
Subsystems(하위 시스템) > CM Telephony(CM 텔레포니) > Call Control Group(통화 제어 그룹) 아래에 이러한 스크립트에 사용되는 서로 다른 통화 제어 그룹이 2개 있어야 합니다.
Subsystems(서브시스템) > Cisco Media(Cisco 미디어) 아래에 두 개의 서로 다른 미디어 채널이 정의되어 있어야 합니다.
예:
스크립트 1:이 스크립트에 대한 인바운드 통화는 통화 제어 그룹 ID 1 및 미디어 채널 그룹 1을 통해 이루어집니다.
이 스크립트의 호출 단계에서는 통화 제어 그룹 ID 2 및 미디어 채널 그룹 2를 사용합니다.
스크립트 2:이 스크립트에는 스크립트 1과 다른 미디어 채널을 사용하는 트리거가 있어야 합니다. 예를 들면 다음과 같습니다.미디어 채널 ID 2 및 통화 제어 그룹 ID 2.
Lab에서 사용되는 통화 세부 정보
초기 고객 전화 번호:2161
UCCX 메인라인 대기열 번호:9999
UCCX 콜백 트리거:3999
남은 콜백 번호:08062131
상담원 번호:62151(SIP Phone)
CUCM 로그 분석
1단계. 사용자 입력
고객 IP 전화에서 들어오는 초대:
###$ Invite for UCCX trigger $###
02302874.002 |10:14:27.152 |AppInfo |SIPTcp - wait_SdlReadRsp: Incoming SIP TCP message from 10.106.87.161 on port 52035 index 19 with 1475 bytes:
[83471,NET]
INVITE sip:9@10.106.87.135;user=phone SIP/2.0
Via: SIP/2.0/TCP 10.106.87.161:52035;branch=z9hG4bK0593f26a
From: "2161" <sip:2161@10.106.87.135>;tag=e8ba7006276f00792818f1b2-6550ea32
To: <sip:9@10.106.87.135>
Call-ID: e8ba7006-276f0004-3895b0cc-3fda7fb1@10.106.87.161
Max-Forwards: 70
Date: Fri, 08 Apr 2016 04:44:25 GMT
CSeq: 101 INVITE
User-Agent: Cisco-CP8961/9.4.2
Contact: <sip:849fe75d-ae74-8e22-d48e-c11feccbecf2@10.106.87.161:52035;transport=tcp>
Expires: 180
Accept: application/sdp
Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,REGISTER,UPDATE,SUBSCRIBE,INFO
Remote-Party-ID: "2161" <sip:2161@10.106.87.135>;party=calling;id-type=subscriber;privacy=off;screen=yes
Supported: replaces,join,sdp-anat,norefersub,resource-priority,extended-refer,X-cisco-callinfo,X-cisco-serviceuri,X-cisco-escapecodes,X-cisco-service-control,X-cisco-srtp-fallback,X-cisco-monrec,X-cisco-config,X-cisco-sis-7.0.0,X-cisco-xsi-8.0.1
Allow-Events: kpml,dialog
Recv-Info: conference
Recv-Info: x-cisco-conference
Content-Length: 354
Content-Type: application/sdp
Content-Disposition: session;handling=optional
v=0
o=Cisco-SIPUA 23877 0 IN IP4 10.106.87.161
s=SIP Call
t=0 0
m=audio 17818 RTP/AVP 102 0 8 116 18 101
c=IN IP4 10.106.87.161
a=rtpmap:102 L16/16000
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:116 iLBC/8000
a=fmtp:116 mode=20
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=rtpmap:101 telephone-event/8000
a=fmtp:101 0-15
a=sendrecv
UCCX 번호 9999에 숫자 분석이 발생합니다.
###$ Digit Analysis happens for UCCX number 9999 $###
02302962.007 |10:14:27.832 |AppInfo |Digit analysis: match(pi="2", fqcn="2161", cn="2161",plv="5", pss="", TodFilteredPss="", dd="9999",dac="0")
02302962.008 |10:14:27.832 |AppInfo |Digit analysis: analysis results
02302962.009 |10:14:27.832 |AppInfo ||PretransformCallingPartyNumber=2161
|CallingPartyNumber=2161
|DialingPartition=
|DialingPattern=9999
|FullyQualifiedCalledPartyNumber=9999
|DialingPatternRegularExpression=(9999)
|DialingWhere=
|PatternType=Enterprise
9999 번호를 라우팅해야 하는 위치를 찾을 때 Linecontroller를 받게 되며, 이 프로세스는 통화를 처리하는 다음 프로세스입니다.
02302964.000 |10:14:27.832 |SdlSig |DmPidRes |wait |Da(1,100,211,1) |DeviceManager(1,100,205,1) |1,100,14,94509.144^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Cepn=4eebaf05-990d-7980-a79f-e4488fb75cec Id=3836477808 ccmType=4 DeviceName=9999: Pid=1,100,174,555,ad243d17-98b4-4118-8feb-5ff2e1b781ac
###$ PID=LineControl(1,100,174,555) is the response
02302964.001 |10:14:27.832 |AppInfo |Digit analysis: wait_DmPidRes- Partition=[] Pattern=[9999] Where=[],cmDeviceType=[UserDevice], OutsideDialtone =[0], DeviceOverride=[0], PID=LineControl(1,100,174,555),CI=[31614358],Sender=Cdcc(1,100,219,249)
이를 통해 Linecontroller로 연결됩니다.
02302975.001 |10:14:27.833 |AppInfo |LineControl(555) - 0 calls, 0 CiReq, busyTrigger=10000, maxCall=10000
02302975.002 |10:14:27.833 |Created | | |LineCdpc(1,100,175,269) |LineControl(1,100,174,555) | |NumOfCurrentInstances: 2
02302975.003 |10:14:27.833 |AppInfo |LineControl(555) - Get call instance=1 for CI=31614359
02302975.004 |10:14:27.833 |AppInfo |LineControl(555): restart0_CcSetupReq update State of cdpc (269) to receive7
이제 Linecontroller가 디바이스(CTI 포트)로 연결됩니다.
02302979.000 |10:14:27.834 |SdlSig |CcSetupReq |null0 |LineCdpc(1,100,175,269) |LineControl(1,100,174,555) |1,100,14,94509.144^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] CI=31614359 CI.branch=0 sBPL.plid=65 sBPL.l=1 sBPL.pl=5 sBPL.msd=0 FDataType=0opId=0ssType=0 SsKey=0invokeId=0resultExp=Fbpda=F pi.piid=30 pi.l=0 pi2.piid=30 pi2.l=0 pi3.piid=30 pi3.l=0 FQCGPN=ti=1nd=2161pi=0si1 preXCgpn=tn=0npi=0ti=1nd=2161pi=0si1 cgPart= cgPat=2161 cgpn=tn=0npi=0ti=1nd=2161pi=1si1 cgpnVM= unXCgpn=tn=0npi=0ti=1nd=2161pi=1si1 cName=locale: 1 Name: UnicodeName: pi: 1 DD=tn=0npi=1ti=1nd=9999User=9999Host=10.106.87.135Port=5060PassWord=Madder=Transport=4mDisplayName=RawUrl=sip:9@10.106.87.135;user=phoneOrigPort=0pi=0si1 origDD=tn=0npi=1ti=1nd=9999User=9999Host=10.106.87.135Port=5060PassWord=Madder=Transport=4mDisplayName=RawUrl=sip:9@10.106.87.135;user=phoneOrigPort=0pi=0si1 preXCdpn=tn=0npi=0ti=1nd=9999pi=0si0 preXTagsList=SUBSCRIBER preXPosMatchList=9999 cdPart= cdPat=9999 cdpn=tn=0npi=0ti=1nd=9999pi=1si1 cdpnVMbox= localPatternUsage=2 connectedPatternUsage=2 itrPart= itrPat= LRPart= LRPat=9999 LR=tn=0npi=0ti=1nd=9999pi=0si1 LRVM= LRName=locale: 1 Name: UnicodeName: pi: 0 FQOCpdn=ti=1nd=9999pi=0si1 fFQLRNum=ti=1nd=9999pi=0si1 oPart= oPat=9999 oCpdn=tn=0npi=0ti=1nd=9999pi=0si1 oCdpnVM= oRFR=0 oName=locale: 1 Name: UnicodeName: pi: 0 ts=SUBSCRIBER posMatches=9999 withTags= withValues= rdn.l=0IpAddrMode=0 ipAddrType=0 ipv4=10.106.87.161:52035 region=Default capCount=5 ctiActive=F ctiFarEndDev=1 ctiCCMId=1 cgPtyDev=SEPE8BA7006276F callInst=1 confCallInst=0 OLF=1Supp DTMF=3DTMF Cfg=1DTMF Payload=101isOffNetDev=F bc.l=3 bc.itr=1 bc.itc=0 bc.trm=0 bc.tm=16 maxForwards=69 cgpnMaskedByRedirect=F callingDP=1b1b9eb6-7803-11d3-bdf0-00108302ead1 featCallType=0 callingUserId= UnicodeName: muteEnabled=0 associatedCallCI=0 featurePriority=1 nonTargetPolicy=0 unconsumedDigits= suppressMOH=F numPlanPkid =4eebaf05-990d-7980-a79f-e4488fb75cec networkDomain= bitMask=0 SetupReason=0 routeClass=1 sideACmDeviceType=4 protected=1 ControlProcessType=0 tokens=0 isPresent=F transitCount=0 geolocInfo={geolocPkid=, filterPkid=, geolocVal=, devType=4} locPkid=29c5c1c4-8871-4d1e-8394-0b9181e8c54d locName=Hub_None deductBW=F fateShareId=StandAloneCluster:31614358 videoTrafficClass=Desktop oFromAnalogDvc=F bridgeParticipantID= callingUsr= remoteClusterID= isEMCCDevice=F lHPMemCEPN= cHPMemCEPN= uri=ti=1User=Host=Port=0PassWord=Madder=Transport=4mDisplayName=RawUrl=<sip:849fe75d-ae74-8e22-d48e-c11feccbecf2@10.106.87.161:52035;transport=tcp>OrigPort=0pi=0si1 isParamSet=T M=Unknown ;rc=0 Hdrs= CanSupportSIPTandN=true TransId=0 AllowBitMask=0x7bf UserAgentOrServer=Cisco-CP8961/9.4.2 OrigDDName=locale: 1 Name: UnicodeName: pi: 0 mCallerId= mCallerName=LatentCaps=null icidVal= icidGenAddr= oioi= tioi= ptParams= receivedPAID= routeHdr= routeCepn= requestURI= PCVFlag=F originallyHadISUP=F isIMSFinalRoute=F IMSMode=0 SideABibEnabled= 3 isCgpnNonPreemptable=F isCdpnNonPreemptable=F origDP=1b1b9eb6-7803-11d3-bdf0-00108302ead1 lastRedirectingDP=1b1b9eb6-7803-11d3-bdf0-00108302ead1 originalLRG= lastRedirectingLRG= nwLoc=0 rstr= FarEndDeviceName=SEPE8BA7006276F hdrMOH=0 CAL={v=ffffffff, m=ffffffff, tDev=F, res=F, devType=0}
02302979.001 |10:14:27.834 |AppInfo |LineCdpc(269): -dispatchToAllDevices-, sigName=CcSetupReq, device=TRG2
이제 통화가 CTI 포트에 표시되고 포트가 통화에 응답합니다.
02303167.000 |10:14:27.874 |SdlSig-I |CtiLineCallAnswerReq |restart0 |StationD(1,100,63,520) |CTIDeviceLineMgr(1,200,25,1) |1,200,13,273912.572^10.106.87.133^TEST_543210 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] mAsyncResponse=6043 CH=1|31614360 LH=1|1063 MediaDeviceName = MediaDevicePid = (0,0,0,0) resource ID=0
02303167.001 |10:14:27.874 |AppInfo |StationD(520): StationCtiD-CtiLineCallAnswerReq LH=1|1063
02303167.002 |10:14:27.874 |AppInfo |StationD(520): StationCtiD-CtiLineCallAnswerReq LH=1|1063
02303168.000 |10:14:27.874 |SdlSig |StationOffHook |restart0 |StationD(1,100,63,520) |StationD(1,100,63,520) |1,200,13,273912.572^10.106.87.133^TEST_543210 |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] Line=1 CI=31614360 GCI.node=0 GCI.ci=0 mDialedDigits= mPrimaryCi=0 cgpn= cgpnVMBx= trigger=0 mSpoofCgp=F fp=1 fid=9999 FDataType=0opId=0ssType=0 SsKey=0invokeId=0resultExp=Fbpda=F
###$ CTI Port Answered the call or Call is now in Queue $###
02303168.001 |10:14:27.874 |AppInfo |StationD: (0000520) restart0_StationOffHook - INFO: CI=31614360 on line=1, SPKMode=0, alwaysPrimeLine=0, alwaysUsePrimeLineForVM=0, fid=9999, offHookTrigger=0.
02303168.002 |10:14:27.874 |AppInfo |StationD: (0000520) restart0_StationOffHook - INFO: CI=31614360 on line=1, SPKMode=0. Answer.
02303168.003 |10:14:27.874 |AppInfo |StationD: (0000520) preProcessing - INFO: Please Send the signal now.
02303168.004 |10:14:27.874 |AppInfo |StationD: (0000520) INFO- sendSignalNow, sigName=StationOffHook, cdpc=240
이때 발신자가 대기열에 있고 알림이 재생됩니다.사전 설정된 시간 후 고객은 콜백 기능을 선택하고 콜백 번호를 DTMF 숫자 0,8,0,6,2,1,3,1,#으로 입력하기 시작합니다.
###$ Digit 0 $###
02303407.000 |10:14:46.625 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.150^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303408.000 |10:14:46.625 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.150^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=0 CI=31614360Line=1
###$ Digit 8 $###
02303430.000 |10:14:47.243 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.151^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303431.000 |10:14:47.243 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.151^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=8 CI=31614360Line=1
###$ Digit 0 $###
02303446.000 |10:14:47.791 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.152^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303447.000 |10:14:47.791 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.152^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=0 CI=31614360Line=
###$ Digit 6 $###
02303465.000 |10:14:48.962 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.153^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303466.000 |10:14:48.962 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.153^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=6 CI=31614360Line=1
###$ Digit 2 $###
02303481.000 |10:14:49.520 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.154^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303482.000 |10:14:49.520 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.154^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=2 CI=31614360Line=1
###$ Digit 1 $###
02303499.000 |10:14:50.014 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.155^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303500.000 |10:14:50.014 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.155^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=1 CI=31614360Line=1
###$ Digit 3 $###
02303516.000 |10:14:50.431 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.156^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303517.000 |10:14:50.431 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.156^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=3 CI=31614360Line=1
###$ Digit 1 $###
02303532.000 |10:14:50.858 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.157^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303533.000 |10:14:50.858 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.157^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=1 CI=31614360Line=1
###$ Digit # pressed to confirm the call back $###
02303549.000 |10:14:51.558 |SdlSig-O |CtiDTMFNotify |NA RemoteSignal |UnknownProcessName(1,200,25,1) |StationCdpc(1,100,64,240) |1,100,14,94509.158^10.106.87.161^* |[R:N-H:0,N:1,L:0,V:0,Z:0,D:0] LH=1|1063 CH=1|31614360 GCH=1|29124
02303550.000 |10:14:51.558 |SdlSig |StationOutputKeypadButton |restart0 |StationD(1,100,63,520) |StationCdpc(1,100,64,240) |1,100,14,94509.158^10.106.87.161^* |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Digit=# CI=31614360Line=1
###$ CTI/UCCX disconnect the call $###
02303553.000 |10:14:51.561 |SdlSig-I |CtiLineCallDisconnectReq |restart0 |StationD(1,100,63,520) |CTIDeviceLineMgr(1,200,25,1) |1,200,13,273912.574^10.106.87.133^TEST_543210 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] mAsyncResponse=6045 CH=1|31614360 LH=1|1063
02303553.001 |10:14:51.561 |AppInfo |StationD(520): StationCtiD-CtiLineCallDisconnectReq LH=1|1063
02303553.002 |10:14:51.561 |AppInfo |StationD(520): StationCtiD-CtiLineCallDisconnectReq LH=1|1063
이 메시지를 통해 PSTN(Public Switched Telephone Network)과의 통화가 끊기고 1단계 또는 사용자 입력 단계가 완료되었습니다.
2단계. 전화 걸기
시스템에서 콜백 CTI 트리거 3999에 대한 통화를 착신시킵니다.
###$ CTI redirect to Call back trigger (Stage 2 )
02303675.000 |10:14:51.772 |SdlSig-I |CtiLineCallInitiateReq |restart0 |StationD(1,100,63,520) |CTIDeviceLineMgr(1,200,25,1) |1,200,13,273912.576^10.106.87.133^TEST_543210 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=6046 LH=1|1063 GCH=1|29125 CalledPartyInfo=3999 MediaDeviceName = MediaDevicePid = (0,0,0,0) resource ID=0 FetaurePriority=1
###$ Digit Analysis for CTI call back number $###
02303722.006 |10:14:51.778 |AppInfo |Digit analysis: match(pi="2", fqcn="543210", cn="543210",plv="5", pss="", TodFilteredPss="", dd="3999",dac="0")
02303722.007 |10:14:51.778 |AppInfo |Digit analysis: analysis results
02303722.008 |10:14:51.778 |AppInfo ||PretransformCallingPartyNumber=543210
|CallingPartyNumber=543210
|DialingPartition=
|DialingPattern=3999
|FullyQualifiedCalledPartyNumber=3999
|DialingPatternRegularExpression=(3999)
###$ Call is offered to CTI Ports (This is the Queue for Busy application)
02303783.006 |10:14:51.803 |AppInfo |Digit analysis: match(pi="1", fqcn="543210", cn="543210",plv="5", pss="", TodFilteredPss="", dd="4003",dac="0")
02303783.007 |10:14:51.803 |AppInfo |Digit analysis: analysis results
02303783.008 |10:14:51.803 |AppInfo ||PretransformCallingPartyNumber=543210
|CallingPartyNumber=543210
|DialingPartition=
|DialingPattern=4003
|FullyQualifiedCalledPartyNumber=4003
###$ CTI port accepts the call or Answers the call
02303916.000 |10:14:51.855 |SdlSig |StationOffHook |call_received7 |StationCdpc(1,100,64,243) |StationD(1,100,63,509) |1,200,13,273912.579^10.106.87.133^ICD_4003 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] Line=1 CI=31614363 GCI.node=0 GCI.ci=0 mDialedDigits= mPrimaryCi=0 cgpn= cgpnVMBx= trigger=0 mSpoofCgp=F fp=1 fid=0 FDataType=0opId=0ssType=0 SsKey=0invokeId=0resultExp=Fbpda=F
02303916.001 |10:14:51.855 |AppInfo |StationCdpc(243): StationCtiCdpc-StationOffHook CH=1|31614363
02303916.002 |10:14:51.855 |AppInfo |StationCdpc(243): StationCtiCdpc-StationOffHook CH=1|31614363
이제 상담원이 통화를 받을 수 있게 되면 CTI에서 상담원에게 전송을 수행합니다.
###$ CTI Initating Transfer to Agent is now avaliabe to take the call
02304085.000 |10:14:53.429 |SdlSig-I |CtiLineCallTransferSetupReq |restart0 |StationD(1,100,63,509) |CTIDeviceLineMgr(1,200,25,1) |1,200,13,273912.583^10.106.87.133^ICD_4003 |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0] AsyncResponse=6054 LH=1|1041 CH=1|31614363 DN=62151 ConsultWithoutMedia=T
02304085.001 |10:14:53.429 |AppInfo |StationD(509): StationCtiD-CtiLineCallTransferSetupReq CH=1|31614363 cdpn=62151
02304085.002 |10:14:53.429 |AppInfo |StationD(509): StationCtiD-CtiLineCallTransferSetupReq CH=1|31614363 cdpn=62151
###$ DD for Agent
02304237.006 |10:14:53.440 |AppInfo |Digit analysis: match(pi="2", fqcn="4003", cn="4003",plv="5", pss="", TodFilteredPss="", dd="62151",dac="0")
02304237.007 |10:14:53.440 |AppInfo |Digit analysis: analysis results
02304237.008 |10:14:53.440 |AppInfo ||PretransformCallingPartyNumber=4003
|CallingPartyNumber=4003
|DialingPartition=
|DialingPattern=62151
|FullyQualifiedCalledPartyNumber=62151
|DialingPatternRegularExpression=(62151)
###$ Invite for the Agent
INVITE sip:b16b6893-445d-6407-2a23-83e6ff6fb4f7@10.106.87.164:52242;transport=tcp SIP/2.0
Via: SIP/2.0/TCP 10.106.87.135:5060;branch=z9hG4bK3fc859136cc1
From: "Busy Application" <sip:4003@10.106.87.135>;tag=32711~54aff7a7-042a-4733-9a99-8a2f7027a30d-31614366
To: <sip:62151@10.106.87.135>
Date: Fri, 08 Apr 2016 04:44:53 GMT
Call-ID: a13f5600-70713745-3da4-87576a0a@10.106.87.135
Supported: timer,resource-priority,replaces
Min-SE: 1800
User-Agent: Cisco-CUCM10.5
Allow: INVITE, OPTIONS, INFO, BYE, CANCEL, ACK, PRACK, UPDATE, REFER, SUBSCRIBE, NOTIFY
CSeq: 101 INVITE
Expires: 180
Allow-Events: presence
Call-Info: <urn:x-cisco-remotecc:callinfo>; security= Unknown; orientation= from; gci= 1-29126; isVoip; call-instance= 1
Send-Info: conference, x-cisco-conference
Alert-Info: <file://Bellcore-dr1/>
Remote-Party-ID: "Busy Application" <sip:4003@10.106.87.135;x-cisco-callback-number=4003>;party=calling;screen=yes;privacy=off
Contact: <sip:4003@10.106.87.135:5060;transport=tcp>
Max-Forwards: 70
Content-Length: 0
이 후 상담원이 통화 중 스크립트에 연결되고 3단계 통화 리디렉션이 시작됩니다.
3단계. 통화 리디렉션
상담원은 현재 있는 옵션을 수신 대기합니다.옵션 1은 통화를 수락하고 고객에게 다시 전화를 겁니다.
에이전트는 소프트 키 패드에서 숫자 1을 누릅니다.
###$ Digit 1 pressed by the agent
NOTIFY sip:10.106.87.135:5060 SIP/2.0
Via: SIP/2.0/TCP 10.106.87.164:52242;branch=z9hG4bK187640df
To: "Busy Application" <sip:4003@10.106.87.135>;tag=32711~54aff7a7-042a-4733-9a99-8a2f7027a30d-31614366
From: <sip:62151@10.106.87.135>;tag=e8ba70fb6e0a20544386b963-4947235a
Call-ID: a13f5600-70713745-3da4-87576a0a@10.106.87.135
Date: Fri, 08 Apr 2016 04:45:01 GMT
CSeq: 102 NOTIFY
Event: kpml
Subscription-State: active; expires=7200
Max-Forwards: 70
Contact: <sip:b16b6893-445d-6407-2a23-83e6ff6fb4f7@10.106.87.164:52242;transport=tcp>
Allow: ACK,BYE,CANCEL,INVITE,NOTIFY,OPTIONS,REFER,REGISTER,UPDATE,SUBSCRIBE
Content-Length: 201
Content-Type: application/kpml-response+xml
Content-Disposition: session;handling=required
<?xml version="1.0" encoding="UTF-8"?>
<kpml-response xmlns="urn:ietf:params:xml:ns:kpml-response" version="1.0" code="200" text="OK" suppressed="false" forced_flush="false" digits="1" tag="dtmf"/>
이제 이 지점 시스템에서 "통화 리디렉션"을 시작합니다.입력한 콜백 번호로 시스템과 에이전트 간 통화를 발신자에게 전송하는 데 사용됩니다.
###$ CfRedirectingDestinationRegister
02305081.000 |10:15:07.835 |SdlSig |CfRedirectingDestinationRegister |tcc_idle0 |Cdcc(1,100,219,256) |Cdcc(1,100,219,251) |1,100,14,94475.134^10.106.87.164^* |[R:N-H:0,N:5,L:0,V:0,Z:0,D:0] orphanedCI= 31614361 collectCodeIfNeeded= 0
02305082.000 |10:15:07.835 |SdlSig |CcOrphanPauseReq |call_active10 |LineCdpc(1,100,175,271) |LineControl(1,100,174,554) |1,100,14,94475.134^10.106.87.164^* |[R:N-H:0,N:5,L:0,V:0,Z:0,D:0] CI= 31614361
02305082.001 |10:15:07.835 |AppInfo |LineCdpc(271): -dispatchToOnlySCCPSIPDevices-, sigName=CcOrphanPauseReq, device=TEST_543210
02305083.000 |10:15:07.835 |SdlSig |CcNotifyReq |newpaused |LineCdpc(1,100,175,271) |LineControl(1,100,174,554) |1,100,14,94475.134^10.106.87.164^* |[R:N-H:0,N:5,L:0,V:0,Z:0,D:0] CI=31614361 CI.branch=0 lPart= lPatt= lModNum=pi=0si1 lName=locale: 1 Name: UnicodeName: pi: 0 cName=locale: 1 Name: UnicodeName: pi: 0 cn:pi=0si1 cVMbox= localPatternUsage=2 connectedPatternUsage=2 lCnPart= lCnPatt= rn:pi=0si1 lLRPart= lLRPatt= lOCdpnPart= lOCdpnPatt= oCdpn:pi=0si1 oRFR =0 lBridgePartID= lCnBridgePartID= lHPMemCEPN= cHPMemCEPN= onBehalf=CCtiLine whichSide=0 holdFlag=0 notifyMsg=locale: 1 Name: UnicodeName: promptMsg=locale: 1 Name: UnicodeName: apply Instr=0 s.sv=0 promptMsg.userLocale=1 cgDevName=TEST_543210 ctiActive=F ctiFarEndDev=0 ctiCCMId=0 CTI event not set. secureStatus=(T,0) callState=5 media=1 bitMask=4000000 Supp DTMF=3DTMF Cfg=1DTMF Payload=101 notifiedDName= connType=0 connStatus=0newPL=5newPLDmn=0 networkDomain= suppressMOH=F triggerByJoin=F NotifInd= ni.niid=39 ni.l=0 ni.nnd=0deviceCepn= partitionSearchSpace= geolocInfo={geolocPkid=, filterPkid=, geolocVal=, devType=4} locPkid= locName= deductBW=F fateShareId= videoTrafficClass=Desktop dtmMcNodeId=0 dtmCurrentCi=0 isOffNetDevice=F ignCntH=F cmDeviceType=4 ssCause=0TransparentData=null CanSupportSIPTandN=false TransId=0 AllowBitMask=0x0 UserAgentOrServer= OrigDDName=locale: 1 Name: UnicodeName: pi: 0 mCallerId= mCallerName= FDataType=0opId=0ssType=0 SsKey=0invokeId=0resultExp=Fbpda=F isParamSet=F mobilityEventType=0x0 BibEnabled = 3 MMCap=0x1 CAL={v=-1, m=-1, tDev=F, res=F, devType=0} CAL={v=-10, m=-1, tDev=F, res=F, devType=0} CallInstanceNumber=0 farEndDevName=SEPE8BA70FB6E0A hdrMOH=0
02305083.001 |10:15:07.835 |AppInfo |LineCdpc(271): -dispatchToAllDevices-, sigName=CcNotifyReq, device=TEST_543210
02305084.000 |10:15:07.835 |SdlSig |CcNotifyReq |call_active10 |LineCdpc(1,100,175,275) |LineControl(1,100,174,577) |1,100,14,94475.134^10.106.87.164^* |[R:N-H:0,N:5,L:0,V:0,Z:0,D:0] CI=31614366 CI.branch=0 lPart= lPatt= lModNum=pi=0si1 lName=locale: 1 Name: UnicodeName: pi: 0 cName=locale: 1 Name: UnicodeName: pi: 0 cn:pi=0si1 cVMbox= localPatternUsage=2 connectedPatternUsage=2 lCnPart= lCnPatt= rn:pi=0si1 lLRPart= lLRPatt= lOCdpnPart= lOCdpnPatt= oCdpn:pi=0si1 oRFR =0 lBridgePartID= lCnBridgePartID= lHPMemCEPN= cHPMemCEPN= onBehalf=CCtiLine whichSide=0 holdFlag=0 notifyMsg=locale: 1 Name: UnicodeName: promptMsg=locale: 1 Name: UnicodeName: apply Instr=0 s.sv=0 promptMsg.userLocale=1 cgDevName=TEST_543210 ctiActive=F ctiFarEndDev=0 ctiCCMId=0 CTI event not set. secureStatus=(T,0) callState=5 media=1 bitMask=4000000 Supp DTMF=1DTMF Cfg=1DTMF Payload=0 notifiedDName= connType=0 connStatus=0newPL=5newPLDmn=0 networkDomain= suppressMOH=F triggerByJoin=F NotifInd= ni.niid=39 ni.l=0 ni.nnd=0deviceCepn= partitionSearchSpace= geolocInfo={geolocPkid=, filterPkid=, geolocVal=, devType=4} locPkid=29c5c1c4-8871-4d1e-8394-0b9181e8c54d locName=Hub_None deductBW=F fateShareId=StandAloneCluster:31614361 videoTrafficClass=Unspecified dtmMcNodeId=0 dtmCurrentCi=0 isOffNetDevice=F ignCntH=F cmDeviceType=4 ssCause=0TransparentData=null CanSupportSIPTandN=false TransId=0 AllowBitMask=0x0 UserAgentOrServer= OrigDDName=locale: 1 Name: UnicodeName: pi: 0 mCallerId= mCallerName= FDataType=0opId=0ssType=0 SsKey=0invokeId=0resultExp=Fbpda=F isParamSet=F mobilityEventType=0x0 BibEnabled = 0 MMCap=0x1 CAL={v=-1, m=-1, tDev=F, res=F, devType=0} CAL={v=-10, m=-1, tDev=F, res=F, devType=0} CallInstanceNumber=0 farEndDevName=TEST_543210 hdrMOH=0
02305084.001 |10:15:07.835 |AppInfo |LineCdpc(275): -dispatchToAllDevices-, sigName=CcNotifyReq, device=SEPE8BA70FB6E0A
02305085.000 |10:15:07.836 |SdlSig |RSVPSplitSessionReq |wait |RSVPSession(1,100,107,251) |ReservationMgr(1,100,110,1) |1,100,14,94475.134^10.106.87.164^* |[R:N-H:0,N:5,L:0,V:0,Z:0,D:0] CI= 31614361 aCI=31614361 bCI=31614366 isASerCI=F isBSerCI=F aNodeId=0 bNodeId=0 callState=5 aCacSpecificInfo= CAC_PT_CONNECTED bCacSpecificInfo= CAC_PT_CONNECTED
02305086.000 |10:15:07.836 |SdlSig |LBMSplitSessionReq |active |LBMInterface(1,100,176,1) |ReservationMgr(1,100,110,1) |1,100,14,94475.134^10.106.87.164^* |[T:N-H:0,N:0,L:0,V:0,Z:0,D:0] CI= 31614361 aCI=31614361 bCI=31614366 isASerCI=F isBSerCI=F aNodeId=0 bNodeId=0 callState=5 aCacSpecificInfo= CAC_PT_CONNECTED bCacSpecificInfo= CAC_PT_CONNECTED
###$ DD Happens for Callback number
02305087.006 |10:15:07.836 |AppInfo |Digit analysis: match(pi="1", fqcn="62151", cn="62151",plv="5", pss="", TodFilteredPss="", dd="08062131",dac="0")
02305087.007 |10:15:07.837 |AppInfo |Digit analysis: analysis results
02305087.008 |10:15:07.837 |AppInfo ||PretransformCallingPartyNumber=62151
|CallingPartyNumber=62151
|DialingPartition=
|DialingPattern=08062131
|FullyQualifiedCalledPartyNumber=08062131
|DialingPatternRegularExpression=(08062131)
이 단계 이후 콜백 번호를 상담원과 연결한 PSTN 사용자 또는 고객
UCCX 로그 분석
분석된 로그 - RTMT의 CCX 엔진 로그(MIVR)
Customer 2161에서 Trigger 9999에 전화를 받습니다.
### Call received on UCCX trigger 9999 - Mainline number ###
51269: Apr 08 10:14:27.842 IST %MIVR-SS_TEL-7-UNK:Call.received() JTAPICallContact[id=11,type=Cisco JTAPI Call,implId=29124/1,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_US,aborting=false,app=App[name=AA,type=Cisco Script Application,id=4,desc=AA,
enabled=true,max=4,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2016-04-07 07:10:40.0,recordId=53,desc=AA,name=AA,type=Cisco Script Application,id=4,enabled=true,sessions=4,script=SCRIPT[callback.aef],defaultScript=,vars=[<java.lang.String CSQ>,<java.lang.Integer DelayWhileQueued>,<java.lang.String Triggy>],defaultVars=null]]],
task=null,session=null,seqNum=-1,time=1460090667841,cn=9999,dn=9999,cgn=2161,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=9999,odn=null,uui=null,aniii=null,
ced=null,OrigProtocolCallRef=00000000000071C401E2659700000000,DestProtocolCallRef=null,route=RP[num=9999],port=null,aborting=false,transferring=false,disconnecting=false]
콜백 스크립트는 수락이 있는 간단한 스크립트로, 콜백 통화에 대해 에이전트가 선택된 콜백 에이전트 대기열 중 하나에 대한 리소스 단계를 선택합니다.
통화가 콜백 본선 번호에 도달합니다.
스크립트 1 실행이 시작됩니다.
IMPL ID = 29125, 작업 ID = 3400000019
51338: Apr 08 10:14:27.869 IST %MIVR-ENG-7-UNK:Execute step of Task 34000000019 : Start /* Simple Queuing Template ... */
51339: Apr 08 10:14:27.869 IST %MIVR-ENG-7-UNK:Execute step of Task 34000000019 : Accept (--Triggering Contact--)
51340: Apr 08 10:14:27.869 IST %MIVR-SS_CM-7-UNK:Making Monitoring flag=true old flag value =false
통화 기수가 지정되고 콜백용으로 상담원이 선택됩니다.
51349: Apr 08 10:14:27.872 IST %MIVR-SS_TEL-7-UNK:Call.attributed() JTAPICallContact[id=11,type=Cisco JTAPI Call,implId=29124/1,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en_CA,aborting=false,app=App[name=AA,type=Cisco Script Application,id=4,desc=AA,enabled=true,max=4,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2016-04-07 07:10:40.0,recordId=53,desc=AA,name=AA,type=Cisco Script Application,id=4,enabled=true,sessions=4,script=SCRIPT[callback.aef],defaultScript=,vars=[<java.lang.String CSQ>,<java.lang.Integer DelayWhileQueued>,<java.lang.String Triggy>],defaultVars=null]]],task=34000000019,session=Session[id=001-0xbdfd63e0c,parent=null,active=true,state=SESSION_IN_USE,time=1460090667843],seqNum=0,time=1460090667841,cn=9999,dn=9999,cgn=2161,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=9999,odn=null,uui=null,aniii=null,ced=null,OrigProtocolCallRef=00000000000071C401E2659800000000,DestProtocolCallRef=null,route=RP[num=9999],port=TP[type=Cisco CTI Port,id=0,implId=543210,active=true,state=IN_USE],aborting=false,transferring=false,disconnecting=false]
51350: Apr 08 10:14:27.872 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task: associated with Task ID: 34000000019
고객에게 콜백 번호를 입력하라는 메시지가 표시됩니다.이 화면에서는 프롬프트 관리자가 고객에게 프롬프트를 재생합니다.
51498: Apr 08 10:14:29.409 IST %MIVR-LIB_MEDIA-7-UNK:PrPl: appId=4, confId=9, parId=0, channelId=7, channelImplId=7, contactId=11, contactImplId=29124/1 -> PromptPlayer.initializeDataSource()
51499: Apr 08 10:14:29.409 IST %MIVR-LIB_MEDIA-7-UNK:PrPl: appId=4, confId=9, parId=0, channelId=7, channelImplId=7, contactId=11, contactImplId=29124/1 -> play() promptQ.size=1
51501: Apr 08 10:14:29.409 IST %MIVR-LIB_MEDIA-7-UNK:PrPl: appId=4, confId=9, parId=0, channelId=7, channelImplId=7, contactId=11, contactImplId=29124/1 -> startOutput()
51504: Apr 08 10:14:29.415 IST %MIVR-LIB_MEDIA-7-UNK:PrPl: appId=4, confId=9, parId=0, channelId=7, channelImplId=7, contactId=11, contactImplId=29124/1 -> play(). StartOutput() called.
51574: Apr 08 10:14:39.505 IST %MIVR-LIB_MEDIA-7-UNK:PrPl: appId=4, confId=9, parId=0, channelId=7, channelImplId=7, contactId=11, contactImplId=29124/1 -> fileSendDone(), finished=false
입력 단계
그런 다음 고객이 콜백 번호를 입력합니다.스크립트에서 받은 숫자 메시지.
Line 4103: 51617: Apr 08 10:14:46.625 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: 0
Line 4113: 51627: Apr 08 10:14:47.244 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: 8
Line 4118: 51632: Apr 08 10:14:47.793 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: 0
Line 4125: 51639: Apr 08 10:14:48.963 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: 6
Line 4132: 51646: Apr 08 10:14:49.521 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: 2
Line 4137: 51651: Apr 08 10:14:50.017 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: 1
Line 4146: 51660: Apr 08 10:14:50.432 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: 3
Line 4151: 51665: Apr 08 10:14:50.859 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: 1
Line 4158: 51672: Apr 08 10:14:51.559 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 Digit received: #
Line 4161: 51675: Apr 08 10:14:51.560 IST %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:34000000019 GetDigitStringStep (ParseInputStep)(or Extended): Normal Keys collected: 08062131
그런 다음 발신자가 UCCX에서 분리됩니다.통화가 스크립트에서 종료됩니다.
Line 4162: 51676: Apr 08 10:14:51.560 IST %MIVR-ENG-7-UNK:Execute step of Task 34000000019 : Terminate (--Triggering Contact--)
Line 4165: 51679: Apr 08 10:14:51.566 IST %MIVR-SS_TEL-7-UNK:CallID:11 MediaId:29124/1 Task:34000000019 com.cisco.jtapi.CiscoRTPInputStoppedEvImpl received
전화 걸기 단계
통화가 트리거로 전환됨(콜백 ICD 스크립트)
### makecall() is called with the new CTI port (543210) in a different call control group ###
### trigger 3999 (callback trigger) ###
51700: Apr 08 10:14:51.570 IST %MIVR-ENG-7-UNK:Execute step of Task 34000000019 : cOutbound = Place Call (to Triggy)
51704: Apr 08 10:14:51.570 IST %MIVR-STEP_CALL_CONTROL-7-UNK:Task:34000000019 CreateCall Step Execution
51723: Apr 08 10:14:51.772 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019 makeCall(543210,3999,10000)
51744: Apr 08 10:14:51.778 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019 Got CallActiveEv, ConnCreatedEv 543210::1, ConnConnectedEv 543210::1, CallCtlConnInitiatedEv 543210::1, TermConnCreatedEv TEST_543210, TermConnActiveEv TEST_543210, CallCtlTermConnTalkingEv TEST_543210, events on the AddressCallObserver.
51752: Apr 08 10:14:51.779 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019 Got CallCtlConnDialingEv 543210::1, events on the AddressCallObserver.
51758: Apr 08 10:14:51.783 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019 Got CallCtlConnEstablishedEv 543210::1, events on the AddressCallObserver.
51763: Apr 08 10:14:51.787 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019 connect returns
다른 미디어 채널 그룹 및 소스 통화의 다른 통화 제어 그룹에서 착신 통화가 성공했습니다.
52006: Apr 08 10:14:51.886 IST %MIVR-LIB_MEDIA-7-UNK:PromptPlayer.setTxDestination() Inside set Tx Destination
52007: Apr 08 10:14:51.886 IST %MIVR-LIB_MEDIA-7-RTP_PROPERTIES_REASSIGNED:RTP Properties Reassigned: Method Name=setTxDestination(),HOST NAME=10.106.87.133,PORT NUMBER=24694,PACKET SIZE=20
52008: Apr 08 10:14:51.886 IST %MIVR-LIB_MEDIA-7-UNK:PrPl: appId=4, confId=10, parId=0, channelId=1, channelImplId=1, contactId=12, contactImplId=29125/1 -> setTxDestination: payloadType=4
52009: Apr 08 10:14:51.886 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019 makeCall is SUCCESSFUL, Conns length =2
스크립트 2 실행이 시작됩니다.이건 유령전화야
IMPL ID = 29125, 작업 ID = 3400000023
수락 단계의 CTI 포트 = 4003
51917: Apr 08 10:14:51.853 IST %MIVR-SS_TEL-7-UNK:Call.attributed() JTAPICallContact[id=13,type=Cisco JTAPI Call,implId=29125/1,active=true,state=CALL_RECEIVED,inbound=true,handled=false,locale=en,aborting=false,app=App[name=ICD,type=Cisco Script Application,id=0,desc=ICD,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2016-03-22 17:58:01.0,recordId=43,desc=ICD,name=ICD,type=Cisco Script Application,id=0,enabled=true,sessions=10,script=SSCRIPT[icd.aef],defaultScript=,vars=[<java.lang.String CSQ>],defaultVars=null]]],task=34000000023,session=Session[id=001-0xbdfd63e0d,parent=null,active=true,state=SESSION_IN_USE,time=1460090691771],seqNum=1,time=1460090691790,cn=3999,dn=3999,cgn=543210,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=3999,odn=null,uui=null,aniii=null,ced=null,OrigProtocolCallRef=00000000000071C501E2659B00000000,DestProtocolCallRef=null,route=RP[num=3999],port=TP[type=Cisco CTI Port,id=5,implId=4003,active=true,state=IN_USE],aborting=false,transferring=false,disconnecting=false]
51918: Apr 08 10:14:51.853 IST %MIVR-SS_TEL-7-UNK:CallID:13 MediaId:29125/1 Task:34000000023 associated with Task ID: 34000000023
상담원 Agent5가 준비 상태이며 통화를 받을 준비가 되었습니다.상담원의 전화 62151로 호전환합니다.
Line 4544: 52028: Apr 08 10:14:51.889 IST %MIVR-ENG-7-UNK:Execute step of Task 34000000023 : Play Prompt (--Triggering Contact--, WelcomePrompt)
Line 4545: 52029: Apr 08 10:14:51.890 IST %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:34000000023 Executing OutputStep
Line 4546: 52030: Apr 08 10:14:51.890 IST %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:34000000023 OutputStep: myExecute
Line 4577: 52061: Apr 08 10:14:53.397 IST %MIVR-ENG-7-UNK:Execute step of Task 34000000023 : Select Resource (--Triggering Contact-- from CSQ)
Line 4648: 52087: Apr 08 10:14:53.403 IST %MIVR-SS_TEL-7-UNK:CallID:13 MediaId:29125/1 Task:34000000023, transfer(62151, 12000, ACKNOWLEDGED)
에이전트는 CTI 포트 4003에서 통화를 가져옵니다.에이전트 폰은 62151입니다.
52165: Apr 08 10:14:53.447 IST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallCtlConnEstablishedEv received for call:16806342 [29126/1], address 4003, calling party 4003, and called party 62151
52166: Apr 08 10:14:53.447 IST %MIVR-SS_RM-7-UNK:RIMgrAddressCallObserver: CallCtlConnEstablishedEv received for call 16806342 [29126/1] and agent null being ignored because orig isn't a logged in agent
Line 4953: 52392: Apr 08 10:14:59.245 IST %MIVR-SS_TEL-7-UNK:OrigCall=CallID:13 MediaId:29125/1 Task:34000000023, ConsultEvent= CallObservationEndedEv
Line 4955: 52394: Apr 08 10:14:59.245 IST %MIVR-SS_TEL-7-UNK:CallID:13 MediaId:29125/1 Task:34000000023, transfer(62151, consultCall)
52678: Apr 08 10:14:59.325 IST %MIVR-SS_TEL-7-UNK:Call.transferred(62151) - transferring JTAPICallContact[id=13,type=Cisco JTAPI Call,implId=29125/1,active=false,state=CALL_CONNECTED,inbound=true,handled=false,locale=en,aborting=false,app=App[name=ICD,type=Cisco Script Application,id=0,desc=ICD,enabled=true,max=10,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2016-03-22 17:58:01.0,recordId=43,desc=ICD,name=ICD,type=Cisco Script Application,id=0,enabled=true,sessions=10,script=SSCRIPT[icd.aef],defaultScript=,vars=[
],defaultVars=null]]],task=34000000023,session=null,seqNum=-1,time=1460090691790,cn=3999,dn=3999,cgn=543210,ani=null,dnis=null,clid=null,atype=DIRECT,lrd=null,ocn=3999,odn=null,uui=null,aniii=null,ced=null,OrigProtocolCallRef=00000000000071C501E2659E00000000,DestProtocolCallRef=null,route=RP[num=3999],port=TP[type=Cisco CTI Port,id=5,implId=4003,active=false,state=IDLE],aborting=false,transferring=true,disconnecting=false]
52679: Apr 08 10:14:59.326 IST %MIVR-SS_TEL-7-UNK:CallID:13 MediaId:29125/1 Task:34000000023, released TP[type=Cisco CTI Port,id=5,implId=4003,active=false,state=IDLE] from 3999, and releasing udpPort 24694
52680: Apr 08 10:14:59.326 IST %MIVR-SS_TEL-7-UNK:CallID:13 MediaId:29125/1 Task:34000000023 com.cisco.jtapi.TermObservationEndedEvImpl received
이 시점에서 상담원은 지금 ghost CTI 포트 543210에 연결되며, 스크립트 1은 상담원이 키를 눌러 고객에게 전화를 걸기를 기다립니다.상담원이 현재 CTI 포트와 통화 중 상태입니다.
선택적으로 이 단계에서 스크립트는 고객에 대한 상담원에게 메시지를 다시 재생할 수도 있습니다.그러나 스크립트 1은 입력 및 저장된 발신자의 콜백 번호로 통화 리디렉션을 수행하기 위해 숫자가 눌러질 때까지 기다리고 있습니다.
스크립트 1에서 숫자를 입력할 때까지 기다리는 중:
52014: Apr 08 10:14:51.887 IST %MIVR-ENG-7-UNK:Execute step of Task 34000000019 : AnyDigit = Get Digit String (cOutbound)
52015: Apr 08 10:14:51.887 IST %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:34000000019 Executing GetDigitStringStep (ParseInputStep)
52016: Apr 08 10:14:51.887 IST %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:34000000019 GetDigitStringStep (ParseInputStep): myExecute
에이전트가 키를 누릅니다.숫자 1을 눌러 콜백 시작을 확인합니다.
52820: Apr 08 10:15:07.375 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019 Digit received: 1
52821: Apr 08 10:15:07.375 IST %MIVR-LIB_MEDIA-7-UNK:PrPl: appId=4, confId=10, parId=0, channelId=1, channelImplId=1, contactId=12, contactImplId=29125/1 -> stopPlay() called.
52825: Apr 08 10:15:07.785 IST %MIVR-SS_CMT-7-UNK:process digit 1
52826: Apr 08 10:15:07.786 IST %MIVR-SS_CMT-7-UNK:MediaDialogChannel id=1,state=IN_USE MDC::clear com.cisco.wf.cmt.dialogs.CMTSimpleDigitStringDialogImpl@2a90df abortWaiting=false
52827: Apr 08 10:15:07.786 IST %MIVR-STEP_MEDIA_CONTROL-7-UNK:Task:34000000019 GetDigitStringStep (ParseInputStep)(or Extended): Normal Keys collected: 1
통화가 콜백 번호로 리디렉션됩니다.
52828: Apr 08 10:15:07.786 IST %MIVR-ENG-7-UNK:Execute step of Task 34000000019 : Call Redirect (cOutbound to Callbacknumber)
52829: Apr 08 10:15:07.786 IST %MIVR-STEP_CALL_CONTROL-7-UNK:Task:34000000019 Executing RedirectStep (CallRedirect), reset:true
52830: Apr 08 10:15:07.787 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019, Redirecting to: 08062131, Unconditional: false, ResetOrigCalledAddr:false, OrigCalledAddr:08062131, CallingSearchSpace:redirecting.party
52831: Apr 08 10:15:07.794 IST %MIVR-SS_TEL-7-UNK:Received Event :com.cisco.jtapi.CiscoRTPInputStoppedEvImpl
52832: Apr 08 10:15:07.795 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019 com.cisco.jtapi.CiscoRTPInputStoppedEvImpl received
상담원 전화 및 콜백 번호가 서로 연결되어 있습니다.
Line 5474: 52884: Apr 08 10:15:08.048 IST %MIVR-SS_TEL-7-UNK:Call.abandoned() - transferring JTAPICallContact[id=12,type=Cisco JTAPI Call,implId=29125/1,active=true,state=CALL_ANSWERED,inbound=false,handled=false,locale=en_US,aborting=false,app=App[name=AA,type=Cisco Script Application,id=4,desc=AA,enabled=true,max=4,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2016-04-07 07:10:40.0,recordId=53,desc=AA,name=AA,type=Cisco Script Application,id=4,enabled=true,sessions=4,script=SCRIPT[callback.aef],defaultScript=,vars=[<java.lang.String CSQ>,<java.lang.Integer DelayWhileQueued>,<java.lang.String Triggy>],defaultVars=null]]],task=34000000019,session=Session[id=001-0xbdfd63e0d,parent=null,active=true,state=SESSION_IN_USE,time=1460090691771],seqNum=0,time=1460090691577,cn=3999,dn=null,cgn=543210,ani=null,dnis=null,clid=null,atype=OUTBOUND,lrd=null,ocn=3999,odn=null,uui=null,aniii=null,ced=null,OrigProtocolCallRef=null,DestProtocolCallRef=00000000000071C501E2659900000000,route=RP[num=0000],...
Line 5479: 52889: Apr 08 10:15:08.051 IST %MIVR-STEP_CALL_CONTROL-7-UNK:Task:34000000019 RedirectStep (CallRedirect): OriginalCalledAddressExpr Selected: Destination
Line 5510: 52898: Apr 08 10:15:08.053 IST %MIVR-SS_TEL-7-UNK:Call.transferred(08062131) - transferring JTAPICallContact[id=12,type=Cisco JTAPI Call,implId=29125/1,active=false,state=CALL_TRANSFERRED,inbound=false,handled=false,locale=en_US,aborting=false,app=App[name=AA,type=Cisco Script Application,id=4,desc=AA,enabled=true,max=4,valid=true,cfg=[ApplicationConfig[schema=ApplicationConfig,time=2016-04-07 07:10:40.0,recordId=53,desc=AA,name=AA,type=Cisco Script Application,id=4,enabled=true,sessions=4,script=SCRIPT[callback.aef],defaultScript=,vars=[<java.lang.String CSQ>,<java.lang.Integer DelayWhileQueued>,<java.lang.String Triggy>],defaultVars=null]]],task=34000000019,session=Session[id=001-0xbdfd63e0d,parent=null,active=true,state=SESSION_IN_USE,time=1460090691771],seqNum=0,time=1460090691577,cn=3999,dn=null,cgn=543210,ani=null,dnis=null,clid=null,atype=OUTBOUND,lrd=null,ocn=3999,odn=null,uui=null,aniii=null,ced=null,OrigProtocolCallRef=null,DestProtocolCallRef=00000000000071C501E2659900000000,route...
Line 5511: 52899: Apr 08 10:15:08.053 IST %MIVR-SS_TEL-7-UNK:CallID:12 MediaId:29125/1 Task:34000000019, released TP[type=Cisco CTI Port,id=0,implId=543210,active=false,state=IDLE] from 0000, and releasing udpPort 24692
피드백