O conjunto de documentação deste produto faz o possível para usar uma linguagem imparcial. Para os fins deste conjunto de documentação, a imparcialidade é definida como uma linguagem que não implica em discriminação baseada em idade, deficiência, gênero, identidade racial, identidade étnica, orientação sexual, status socioeconômico e interseccionalidade. Pode haver exceções na documentação devido à linguagem codificada nas interfaces de usuário do software do produto, linguagem usada com base na documentação de RFP ou linguagem usada por um produto de terceiros referenciado. Saiba mais sobre como a Cisco está usando a linguagem inclusiva.
A Cisco traduziu este documento com a ajuda de tecnologias de tradução automática e humana para oferecer conteúdo de suporte aos seus usuários no seu próprio idioma, independentemente da localização. Observe que mesmo a melhor tradução automática não será tão precisa quanto as realizadas por um tradutor profissional. A Cisco Systems, Inc. não se responsabiliza pela precisão destas traduções e recomenda que o documento original em inglês (link fornecido) seja sempre consultado.
O documento descreve o status de chamada diferente envolvido em uma implantação do Cisco Voice Portal (CVP) Courtesy Callback (CCB).
A Cisco recomenda que você tenha conhecimento destes tópicos:
As informações neste documento são baseadas nestas versões de software e hardware:
The information in this document was created from the devices in a specific lab environment. Todos os dispositivos usados neste documento iniciaram com uma configuração limpa (padrão). Se a rede estiver ativa, certifique-se de que você entenda o impacto potencial de qualquer comando.
Quando você faz uma chamada para um sistema em que o retorno de chamada cortesia é implementado, vários aplicativos e processos são envolvidos para oferecer um retorno de chamada, portanto, você não precisa esperar no telefone enquanto um agente se torna disponível.
1. A chamada precisa ser validada primeiro para que o CCB possa ser oferecido se a validação for aprovada.
A chamada é adicionada à fila de memória e diferentes parâmetros são validados para oferecer um retorno de chamada. Por exemplo, o tempo mínimo de espera estimado permitido (EWT), a configuração de gateway de entrada necessária, os retornos de chamada atuais, o número de troncos de gateway de entrada atribuídos para retorno de chamada e assim por diante.
O aplicativo CVP Call Studio relacionado a este processo de validação é CallbackEntry.
2. Se a validação for aprovada, a cortesia de retorno será oferecida. Se o retorno de chamada cortesia for aceito pelo chamador, a solução CCB do CVP coleta as informações do chamador. Depois que as informações são coletadas, uma mensagem de adeus é reproduzida para o chamador.
Os aplicativos de estúdio de chamada relacionados a esse processo são CallbackEntry e CallbackEngine. Neste momento, como o retorno de chamada foi adicionado ao banco de dados, o status da chamada é: Retorno de chamada pendente (21).
3. A solução Courtesy Callback espera que o EWT expire para colocar o retorno de chamada (Retorno de chamada em andamento (22)). O retorno de chamada ocorre e a chamada é aceita. Neste momento, o status do retorno de chamada é alterado para Concluído/Conectado (Status 24).
O aplicativo relacionado a este processo é CallbackWait. O status da chamada é: Retorno de chamada concluído (24).
4. O chamador aguarda na fila enquanto um agente se torna disponível. Assim que um agente se torna disponível, a chamada é enviada ao agente e o retorno de chamada é removido da fila de memória. O aplicativo relacionado a este processo é CallbackQueue.
Logs de atividade da entrada de chamada: A chamada é iniciada
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,newcall, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,ani,5008 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,areacode,NA 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,exchange,NA 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,dnis,8013 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,uui,NA 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,iidigits,NA 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,_userCourtesyCallbackEnabled=1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,ani=5008 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,qname=billing 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,callid=064CD880000100000000025308C6C90A 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,queueapp=BillingQueue 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,_dnis=8013 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,_ccbServlet=http://10.201.198.11:8000/cvp/CallbackServlet 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,ewt=180 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,_ani=5008 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,,start,parameter,_ccbServletReqTimeout=10 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.607,CVP Subdialog Start_01,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.747,CVP Subdialog Start_01,exit,done
Logs de atividade da entrada de chamada: Chamada adicionada à fila de memória:
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.747,Enter Queue_01,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.747,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_ENTRY 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.763,Enter Queue_01,custom,thishost,10.201.198.11 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.825,Enter Queue_01,custom,Callback_Enter_Queue,ELEMENT_EXIT 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.825,Enter Queue_01,data,ewt,0 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.825,Enter Queue_01,exit,done
Os registros do CVP Reporting Server mostram que a chamada foi adicionada à memória:
15202: 10.201.198.11: Dec 14 2015 11:41:18.810 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor41} EnterQueueHandler:validate: validate guid=064CD880000100000000025308C6C90A icmewt=180 15203: 10.201.198.11: Dec 14 2015 11:41:18.810 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor41} EnterQueueHandler:EnterQueueHandler.exec: EnterQueueHandler CALLGUID=064CD880000100000000025308C6C90A CallStartDate=Mon Dec 14 11:41:18 CST 2015 15204: 10.201.198.11: Dec 14 2015 11:41:18.810 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor41} EnterQueue CALLGUID=064CD880000100000000025308C6C90A QueueName=billing ani=5008 15205: 10.201.198.11: Dec 14 2015 11:41:18.810 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor41} QueueStats putEntry: 064CD880000100000000025308C6C90A<List size:0> 15206: 10.201.198.11: Dec 14 2015 11:41:18.810 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor41} JdbcCallbackQueueDAO:store: Request to store CallbackQueue record. CallGUID=064CD880000100000000025308C6C90A CallbackQueueDTO=CallbackQueueDTO::' SurrogateId: '-1' QueueName: 'billing' QueueId: '-1' DbDateTime: 'null' QueueStatus: '0' ValidationStatus: '0' EnterDateTime: 'Mon Dec 14 11:41:18 CST 2015' LeaveDateTime: 'null' CVPEstimatedWaitTime: '0' ICMEstimatedWaitTime: '180' CallStartDate: 'Mon Dec 14 11:41:18 CST 2015' 15207: 10.201.198.11: Dec 14 2015 11:41:18.810 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor41} JdbcCallbackQueueDAO:store: Responded with retCode: 0 to request to store CallbackQueue record CALLGUID=064CD880000100000000025308C6C90A
Logs de atividade da entrada de chamada: O EWT é calculado em escala de minutos:
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.825,ewt in Minutes,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.825,ewt in Minutes,custom,Result,4.0 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.825,ewt in Minutes,exit,done
Logs de atividade da entrada de chamada: Valide a chamada para ver se um retorno de chamada pode ser oferecido
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.825,Validate_01,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.825,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.872,Validate_01,custom,Callback_Validate,ELEMENT_ENTRY 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.872,Validate_01,custom,probe outcome,id:10.201.198.21;loc:doclab;trunks:100 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,Validate_01,custom,Callback_Validate,ELEMENT_EXIT 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,Validate_01,data,gw,10.201.198.21 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,Validate_01,data,loc,doclab 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,Validate_01,data,capacity,100 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,Validate_01,data,result,refresh 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,Validate_01,exit,refresh
Os registros do CVP Reporting Server mostram a atualização de validação:
15208: 10.201.198.11: Dec 14 2015 11:41:18.888 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor33} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=064CD880000100000000025308C6C90A 15209: 10.201.198.11: Dec 14 2015 11:41:18.888 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor33} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=064CD880000100000000025308C6C90A refresh
Logs de atividade da entrada de chamada: Use os valores SetQueueDefault para validar a chamada:
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,SetQueueDefaults_01,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,SetQueueDefaults_01,custom,Callback_Set_Queue_Defaults,ELEMENT_ENTRY 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,SetQueueDefaults_01,custom,Callback_Set_Queue_Defaults,ELEMENT_EXIT 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,SetQueueDefaults_01,exit,done
Os registros do CVP Reporting Server mostram SetQueue:
15210: 10.201.198.11: Dec 14 2015 11:41:18.888 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor39} SetQueueDefaultsHandler:SetQueueDefaultsHandler.exec: SetQueueDefaultsHandler QueueName=billing
Logs de atividade da entrada de chamada: Valide novamente desde que o resultado anterior foi atualizado:
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,Validate_02,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.888,Validate_02,custom,Callback_Validate,ELEMENT_ENTRY 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.935,Validate_02,custom,Callback_Validate,ELEMENT_ENTRY 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.935,Validate_02,custom,probe outcome,id:10.201.198.21;loc:doclab;trunks:100 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.950,Validate_02,custom,Callback_Validate,ELEMENT_EXIT 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.950,Validate_02,data,gw,10.201.198.21 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.950,Validate_02,data,loc,doclab 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.950,Validate_02,data,capacity,100 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.950,Validate_02,data,result,preemptive 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.950,Validate_02,exit,preemptive
Os registros do CVP Reporting Server mostram validação:
15211: 10.201.198.11: Dec 14 2015 11:41:18.935 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor23} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=064CD880000100000000025308C6C90A 15212: 10.201.198.11: Dec 14 2015 11:41:18.935 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor23} JdbcCallbackDAO:isExceededCapacity: Request to check if exceeded capacity in Callback. Gateway=10.201.198.21 NumOfGatewayAllowed=2 inteval=60 15213: 10.201.198.11: Dec 14 2015 11:41:18.935 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor23} JdbcCallbackDAO:isExceededCapacity: Returning true for query on whether capacity is exceeded. Input parameters: Gateway=10.201.198.21 NumberOfGatewayCallbacksAllowed=2 inteval=60 15214: 10.201.198.11: Dec 14 2015 11:41:18.935 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor23} willQueueHandleCallback: QueueName: billing pendingCallBacks: 0 MaxCalls: 9999999 CurrentQueueSize: 1 MaxPercent: 100 15215: 10.201.198.11: Dec 14 2015 11:41:18.935 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor23} willQueueHandleCallback: percent: 10015216: 10.201.198.11: Dec 14 2015 11:41:18.935 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor23} JdbcCallbackQueueDAO:updateValidationStatus: Request to update validation status in CallbackQueue. CallGUID=064CD880000100000000025308C6C90A validationStatus=2 15217: 10.201.198.11: Dec 14 2015 11:41:18.935 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor23} JdbcCallbackQueueDAO:updateValidationStatus: Validation status of 1 rows were updated in CallbackQueue. CALLGUID=064CD880000100000000025308C6C90A 15218: 10.201.198.11: Dec 14 2015 11:41:18.935 -0600: %CVP_10_0_RPT-7-LOW_LEVEL: {Thrd=http-processor23} ValidateHandler:ValidateHandler.exec: ValidateHandler GUID=064CD880000100000000025308C6C90A results:preemptive validation status bitmask=0x00000003
Logs de atividade da entrada de chamada: Solicitar o número e o nome do telefone do chamador:
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.950,PreemptivePrompt1,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.954,PreemptivePrompt1,interaction,audio_group,initial_audio_group 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.981,PreemptivePrompt1,exit,done 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.981,PreemptivePrompt2,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:18.981,PreemptivePrompt2,interaction,audio_group,initial_audio_group 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.057,PreemptivePrompt2,interaction,utterance,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.061,PreemptivePrompt2,interaction,inputmode,dtmf 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.061,PreemptivePrompt2,interaction,interpretation,true 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.061,PreemptivePrompt2,interaction,confidence,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.233,PreemptivePrompt2,data,value,yes 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.233,PreemptivePrompt2,data,confidence,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.233,PreemptivePrompt2,data,value_confidence,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.233,PreemptivePrompt2,exit,yes
Logs de atividade da entrada de chamada: Nome do registro:
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.233,Record Name,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:37.233,Record Name,interaction,audio_group,initial_audio_group 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,Record Name,data,duration,4400 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,Record Name,data,size,34560 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,Record Name,data,termchar,# 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,Record Name,data,maxtime,false 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,Record Name,data,filename,audio1450114906328288.wav 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,Record Name,data,filepath,C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio\recordings\audio1450114906328288.wav 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,Record Name,exit,done 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,ANI existence check,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,ANI existence check,exit,exists 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.328,Confirm Callback Number 1,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:46.332,Confirm Callback Number 1,interaction,audio_group,initial_audio_group 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.120,Confirm Callback Number 1,interaction,utterance,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.120,Confirm Callback Number 1,interaction,inputmode,dtmf 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.120,Confirm Callback Number 1,interaction,interpretation,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.120,Confirm Callback Number 1,interaction,confidence,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.283,Confirm Callback Number 1,data,value,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.283,Confirm Callback Number 1,data,selection,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.283,Confirm Callback Number 1,data,confidence,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.283,Confirm Callback Number 1,data,value_confidence,1 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.283,Confirm Callback Number 1,exit,option1
Logs de atividade da entrada de chamada: A chamada passou na validação. O chamador aceitou a oferta CCB e as informações foram coletadas. Agora, esta chamada é adicionada à tabela de banco de dados Retorno de chamada:
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.283,Add Callback to DB 1,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.283,Add Callback to DB 1,custom,Callback_Add,ELEMENT_ENTRY 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.314,Add Callback to DB 1,custom,Callback_Add,ELEMENT_EXIT 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.314,Add Callback to DB 1,data,result,valid 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.314,Add Callback to DB 1,exit,done 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.314,Is valid 1,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.314,Is valid 1,exit,validated 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.314,Application_Modifier_02,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.314,Application_Modifier_02,exit,done 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.314,Return to ICM,enter, 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.345,Return to ICM,exit,
Os registros do CVP Reporting Server mostram quando a chamada foi adicionada ao banco de dados:
15223: 10.201.198.11: Dec 14 2015 11:41:55.314 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor47} AddCallbackHandler:AddCallbackHandler.exec: AddCallbackHandler CALLGUID=064CD880000100000000025308C6C90A 15224: 10.201.198.11: Dec 14 2015 11:41:55.314 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor47} JdbcCallbackDAO:store: Request to store Callback record. CallbackDTO=CallbackDTO:: SurrogateId: '-1' CallGUID: '064CD880000100000000025308C6C90A' ANI: '5008' DbDateTime: 'null' EventTypeId: '21' CauseId: '0' CallBackType: 'p' OldGUID: 'null' Gateway: '10.201.198.21' Location: 'doclab' NbrAttempts: '0' ScheduledCallBackDateTime: 'null' ScheduledCallBackDN: 'null' CallStartDate: 'Mon Dec 14 11:41:18 CST 2015' RecordingURL: 'http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav' QueueName: 'null' eventDateTime: Mon Dec 14 11:41:18 CST 2015 15225: 10.201.198.11: Dec 14 2015 11:41:55.314 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor47} JdbcCallbackDAO:store: Responded with retCode: 0 to request to store Callback record CALLGUID=064CD880000100000000025308C6C90A
EventTypeId: '21' CauseId: '0' é chamada de retorno pendente.
Note: As informações para o tipo de evento podem ser encontradas na tabela EventTypeRef.
A próxima saída da consulta mostra as informações armazenadas na tabela de retorno de chamada. O ID de substituição é uma chave primária que ajuda a identificar a chamada em tabelas de retorno de chamada diferentes:
Informações adicionadas à tabela de eventos de chamada de retorno, como mostrado na imagem.
Logs de atividade da entrada de chamada: A conclusão do aplicativo e os resultados são retornados ao CVP
10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.345,,custom,Callback_Leave_Queue,ELEMENT_ENTRY 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.345,,custom,Callback_Leave_Queue,Skipping the rest of Callback_Leave_Queue 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.345,,end,how,app_session_complete 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.345,,end,result,normal 10.201.198.11.1450114878607.81.CallbackEntry,12/14/2015 11:41:55.345,,end,duration,37
Mecanismo de retorno de chamada: Reproduza a mensagem de adeus e a chamada será desconectada. Invocar aplicativo CallbackWait.
10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,newcall, 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,ani,5008 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,areacode,NA 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,exchange,NA 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,dnis,8013 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,uui,NA 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,iidigits,NA 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,CallbackType=preemptive 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,_userCourtesyCallbackEnabled=1 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,qname=billing 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,callid=064CD880000100000000025308C6C90A 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,queueapp=BillingQueue 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,_dnis=8013 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,qtime=1450114878747 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,_ccbServlet=http://10.201.198.11:8000/cvp/CallbackServlet 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,_ani=5008 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,,start,parameter,_ccbServletReqTimeout=10 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.719,Intercept caller hangup,enter, 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.907,Intercept caller hangup,custom,result,done 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.907,Intercept caller hangup,data,result,done 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.907,Intercept caller hangup,exit,done 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.907,Goodbye,enter, 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.907,Goodbye,interaction,audio_group,initial_audio_group 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.938,Goodbye,exit,done 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:41:55.938,Disconnect Caller_01,enter, 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,Disconnect Caller_01,custom,result,done 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,Disconnect Caller_01,data,result,done 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,Disconnect Caller_01,exit,done 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,Do not leave queue,enter, 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,Do not leave queue,exit,done 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,,custom,Callback_Leave_Queue,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,,custom,Callback_Leave_Queue,Skipping the rest of Callback_Leave_Queue 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,,end,how,application_transfer:CallbackWait 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,,end,result,normal 10.201.198.11.1450114915719.82.CallbackEngine,12/14/2015 11:42:00.399,,end,duration,5
Retorno de chamada em espera: Início do aplicativo
10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.399,,start,source,CallbackEngine 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.399,,start,ani,5008 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.399,,start,areacode,NA 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.399,,start,exchange,NA 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.399,,start,dnis,8013 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.399,,start,uui,NA 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.399,,start,iidigits,NA 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.399,CVP Subdialog Start_01,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,CVP Subdialog Start_01,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,From CallbackEngine,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,From CallbackEngine,exit,done
Retorno de chamada em espera: Status da chamada e verificação de EWT:
10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,data,startCallback,false 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,data,ewt,145 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,data,qpos,0 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,data,cli,8005551212 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,data,rna,30 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,data,dn,5008 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Get Status_01,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Is Callback Ready,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Is Callback Ready,exit,no 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Is wait more than 3 mins,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Is wait more than 3 mins,exit,no 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Short Wait,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:00.571,Short Wait,custom,Callback_Wait,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.609,Short Wait,custom,Callback_Wait,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.609,Short Wait,custom,Callback_Wait,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.609,Short Wait,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.609,Get Status_01,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.609,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,data,startCallback,false 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,data,ewt,35 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,data,qpos,0 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,data,cli,8005551212 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,data,rna,30 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,data,dn,5008 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Get Status_01,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Is Callback Ready,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Is Callback Ready,exit,no 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Is wait more than 3 mins,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Is wait more than 3 mins,exit,no 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Short Wait,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:15.641,Short Wait,custom,Callback_Wait,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.679,Short Wait,custom,Callback_Wait,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.679,Short Wait,custom,Callback_Wait,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.679,Short Wait,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.679,Get Status_01,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.679,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,data,startCallback,false 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,data,ewt,25 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,data,qpos,0 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,data,cli,8005551212 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,data,rna,30 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,data,dn,5008 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Get Status_01,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Is Callback Ready,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Is Callback Ready,exit,no 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Is wait more than 3 mins,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Is wait more than 3 mins,exit,no 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Short Wait,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:30.726,Short Wait,custom,Callback_Wait,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.764,Short Wait,custom,Callback_Wait,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.764,Short Wait,custom,Callback_Wait,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.764,Short Wait,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.764,Get Status_01,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.764,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,data,startCallback,false 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,data,ewt,5 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,data,qpos,0 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,data,cli,8005551212 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,data,rna,30 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,data,dn,5008 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Get Status_01,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Is Callback Ready,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Is Callback Ready,exit,no 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Is wait more than 3 mins,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Is wait more than 3 mins,exit,no 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Short Wait,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:42:45.796,Short Wait,custom,Callback_Wait,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.834,Short Wait,custom,Callback_Wait,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.834,Short Wait,custom,Callback_Wait,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.834,Short Wait,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.834,Get Status_01,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.834,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,data,startCallback,true 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,data,ewt,0 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,data,qpos,0 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,data,cli,8005551212 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,data,rna,30 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,data,dn,5008 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Get Status_01,exit,done
Os registros do CVP Reporting Server mostram o status da verificação de chamada.
15227: 10.201.198.11: Dec 14 2015 11:42:00.431 -0600: %CVP_10_0_RPT-7-createNewCallEvent: {Thrd=Thread-54} 15228: 10.201.198.11: Dec 14 2015 11:42:00.571 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor52} GetStatusHandler:GetStatusHandler.exec: GetStatusHandler CALLGUID=064CD880000100000000025308C6C90A 15229: 10.201.198.11: Dec 14 2015 11:42:03.254 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=45 reconnectTime=30 SLA_time=60 RemainingTime=45 15230: 10.201.198.11: Dec 14 2015 11:42:13.394 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=55 reconnectTime=30 SLA_time=60 RemainingTime=35 15231: 10.201.198.11: Dec 14 2015 11:42:15.641 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor37} GetStatusHandler:GetStatusHandler.exec: GetStatusHandler CALLGUID=064CD880000100000000025308C6C90A 15232: 10.201.198.11: Dec 14 2015 11:42:23.534 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=65 reconnectTime=30 SLA_time=60 RemainingTime=25 15233: 10.201.198.11: Dec 14 2015 11:42:30.726 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor27} GetStatusHandler:GetStatusHandler.exec: GetStatusHandler CALLGUID=064CD880000100000000025308C6C90A 15234: 10.201.198.11: Dec 14 2015 11:42:33.674 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=75 reconnectTime=30 SLA_time=60 RemainingTime=15 15235: 10.201.198.11: Dec 14 2015 11:42:43.814 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=85 reconnectTime=30 SLA_time=60 RemainingTime=5 15236: 10.201.198.11: Dec 14 2015 11:42:45.796 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor40} GetStatusHandler:GetStatusHandler.exec: GetStatusHandler CALLGUID=064CD880000100000000025308C6C90 15237: 10.201.198.11: Dec 14 2015 11:42:53.954 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} Queuetats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=95 reconnectTime=30 SLA_time=60 RemainingTime=-5 15238: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor45} GetStatusHandler:GetStatusHandler.exec: GetStatusHandler CALLGUID=064CD880000100000000025308C6C90
Retorno de chamada em espera: Verifique se o sistema está pronto para fazer um retorno de chamada e atualizar o banco de dados
10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Is Callback Ready,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Is Callback Ready,exit,yes 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Update DB to INPROGRESS,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Update DB to INPROGRESS,custom,Callback_Update_Status,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Update DB to INPROGRESS,custom,Callback_Update_Status,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Update DB to INPROGRESS,data,result,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Update DB to INPROGRESS,exit,done
Os registros do CVP Reporting Server mostram o status da chamada em andamento:
15238: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor45} GetStatusHandler:GetStatusHandler.exec: GetStatusHandler CALLGUID=064CD880000100000000025308C6C90A 15239: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor28} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A status=22 reason=0 15240: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor28} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90Areturning stauts=done
Atualizar fila de retorno de chamada com o status da chamada e a hora:
Note: queueStatus=0 é o mesmo que Nova chamada com base nas informações encontradas no EventTyperef.
15241: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor28} JdbcCallbackQueueDAO:updateQueueStatus: Request to update CallbackQueue status. CallGUID=064CD880000100000000025308C6C90A queueStatus=0 leaveDateTime=Mon Dec 14 11:43:00 CST 2015 15242: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor28} JdbcCallbackQueueDAO:updateQueueStatus: Queue status of 1 rows were updated in CallbackQueue. CALLGUID=064CD880000100000000025308C6C90A 15243: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor28} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A updateQueueStatus status=0 returns=1
Atualizar tabela de eventos de chamada de retorno:
status=22 razão=0 é Retorno de chamada em andamento.
Note: As informações do status são as mesmas do tipo de evento e podem ser encontradas na tabela EventTypeRef.
15244: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor28} JdbcCallbackDAO:updateEvent: Request to update event on Callback record. CallGUID=064CD880000100000000025308C6C90A eventDateTime: Mon Dec 14 11:43:00 CST 2015 CauseID=0 15245: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor28} JdbcCallbackDAO:updateEvent: Responded with retCode: 1 to request to update event on Callback record CALLGUID=064CD880000100000000025308C6C90A 15246: 10.201.198.11: Dec 14 2015 11:43:00.850 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor28} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A updateEvent status=22 returns=1 Callback Event table:
Retorno de chamada em espera: Solicite o CVP por meio do Gateway de entrada para fazer o retorno de chamada para o chamador original.
10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Reconnect Caller,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:00.850,Reconnect Caller,custom,Callback_Reconnect,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.316,Reconnect Caller,custom,Callback_Reconnect,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.316,Reconnect Caller,custom,Callback_Reconnect,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.316,Reconnect Caller,data,result,connected 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.316,Reconnect Caller,exit,connected 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.316,Intercept Call Hangup 2,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.394,Intercept Call Hangup 2,custom,result,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.394,Intercept Call Hangup 2,data,result,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.394,Intercept Call Hangup 2,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.394,Announce Callback,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.398,Announce Callback,interaction,audio_group,initial_audio_group 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.425,Announce Callback,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.425,Announce Name,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.429,Announce Name,interaction,audio_group,initial_audio_group 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.456,Announce Name,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.456,Ask if ready,enter 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:12.460,Ask if ready,interaction,audio_group,initial_audio_group 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.548,Ask if ready,interaction,utterance,1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.548,Ask if ready,interaction,inputmode,dtmf 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.548,Ask if ready,interaction,interpretation,1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.548,Ask if ready,interaction,confidence,1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.710,Ask if ready,data,value,1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.710,Ask if ready,data,selection,1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.710,Ask if ready,data,confidence,1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.710,Ask if ready,data,value_confidence,1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.710,Ask if ready,exit,option1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.710,Caller Choice Result,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.710,Caller Choice Result,exit,option 1 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.710,Allow Caller Hangup1,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.772,Allow Caller Hangup1,custom,result,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.772,Allow Caller Hangup1,data,result,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.772,Allow Caller Hangup1,exit,done
Retorno de chamada em espera: O chamador aceitou o retorno de chamada e agora a chamada está concluída. Banco de dados atualizado:
10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.772,Update DB to COMPLETED connected,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.772,Update DB to COMPLETED connected,custom,Callback_Update_Status,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.788,Update DB to COMPLETED connected,custom,Callback_Update_Status,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.788,Update DB to COMPLETED connected,data,result,success 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.788,Update DB to COMPLETED connected,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.788,You are Number1 in Q,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.792,You are Number1 in Q,interaction,audio_group,initial_audio_group 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.819,You are Number1 in Q,exit,done 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.819,UpdateStatus_01,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.819,UpdateStatus_01,custom,Callback_Update_Status,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.819,UpdateStatus_01,custom,Callback_Update_Status,ELEMENT_EXIT 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.819,UpdateStatus_01,data,result,success 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.835,UpdateStatus_01,exit,done
Os registros do CVP Reporting Server mostram a atualização do banco de dados: Atualizar callbackqueue com queuestatus=0.
15249: 10.201.198.11: Dec 14 2015 11:43:19.772 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor54} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A status=24 reason=27 15250: 10.201.198.11: Dec 14 2015 11:43:19.772 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor54} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90Areturning stauts=success 15251: 10.201.198.11: Dec 14 2015 11:43:19.772 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor54} JdbcCallbackQueueDAO:updateQueueStatus: Request to update CallbackQueue status. CallGUID=064CD880000100000000025308C6C90A queueStatus=0 leaveDateTime=Mon Dec 14 11:43:19 CST 2015 15252: 10.201.198.11: Dec 14 2015 11:43:19.788 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor54} JdbcCallbackQueueDAO:updateQueueStatus: Queue status of 1 rows were updated in CallbackQueue. CALLGUID=064CD880000100000000025308C6C90A 15253: 10.201.198.11: Dec 14 2015 11:43:19.788 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor54} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A updateQueueStatus status=0 returns=1
Atualizar evento de retorno de chamada com status=24 e status do motivo=27.
15254: 10.201.198.11: Dec 14 2015 11:43:19.788 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor54} JdbcCallbackDAO:updateEvent: Request to update event on Callback record. CallGUID=064CD880000100000000025308C6C90A eventDateTime: Mon Dec 14 11:43:19 CST 2015 CauseID=27 15255: 10.201.198.11: Dec 14 2015 11:43:19.788 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor54} JdbcCallbackDAO:updateEvent: Responded with retCode: 1 to request to update event on Callback record CALLGUID=064CD880000100000000025308C6C90A 15256: 10.201.198.11: Dec 14 2015 11:43:19.788 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor54} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A updateEvent status=24 returns=1 15257: 10.201.198.11: Dec 14 2015 11:43:19.819 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor48} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A status=27 reason=0 15258: 10.201.198.11: Dec 14 2015 11:43:19.819 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor48} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90Areturning stauts=retry 15259: 10.201.198.11: Dec 14 2015 11:43:19.819 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor48} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A Drop From Queue
Retorno de chamada em espera: O aplicativo é concluído e os resultados são enviados para o CVP
10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:19.835,Return to ICM connected,enter, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:24.515,Return to ICM connected,exit, 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:24.515,,custom,Callback_Leave_Queue,ELEMENT_ENTRY 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:24.515,,custom,Callback_Leave_Queue,Skipping the rest of Callback_Leave_Queue 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:24.515,,end,how,app_session_complete 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:24.515,,end,result,normal 10.201.198.11.1450114915719.82.CallbackWait,12/14/2015 11:43:24.515,,end,duration,84
Fila de Retorno de Chamada: Início do aplicativo
10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,newcall, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,ani,5008 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,areacode,NA 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,exchange,NA 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,dnis,8013 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,uui,NA 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,iidigits,NA 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,CallbackType=preemptive 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,_userCourtesyCallbackEnabled=1 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,qname=billing 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,callid=064CD880000100000000025308C6C90A 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,queueapp=BillingQueue 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,_dnis=8013 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,qtime=1450114878747 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,_ccbServlet=http://10.201.198.11:8000/cvp/CallbackServlet 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,_ani=5008 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,,start,parameter,_ccbServletReqTimeout=10 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.780,CVP Subdialog Start_01,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.920,CVP Subdialog Start_01,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.920,Decision_01,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.920,Decision_01,exit,done
Fila de Retorno de Chamada: Atualizar status da chamada na fila. O agente ainda não está pronto para atender a chamada:
10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.920,UpdateStatus_01,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.920,UpdateStatus_01,custom,Callback_Update_Status,ELEMENT_ENTRY 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.967,UpdateStatus_01,custom,Callback_Update_Status,ELEMENT_EXIT 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.967,UpdateStatus_01,data,result,success 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.967,UpdateStatus_01,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:43:24.967,Queue1,enter,
O CVP Reporting Server registra informações: Status 28 significa que o retorno de chamada é adicionado à fila.
15261: 10.201.198.11: Dec 14 2015 11:43:24.811 -0600: %CVP_10_0_RPT-7-createNewCallEvent: {Thrd=Thread-54} 15262: 10.201.198.11: Dec 14 2015 11:43:24.967 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor65} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A status=28 reason=0 15263: 10.201.198.11: Dec 14 2015 11:43:24.967 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor65} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90Areturning stauts=retry 15264: 10.201.198.11: Dec 14 2015 11:43:24.967 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor65} UpdateStatusHandler:UpdateStatusHandler.exec: UpdateStatusHandler CALLGUID=064CD880000100000000025308C6C90A Add To Queue
15265: 10.201.198.11: Dec 14 2015 11:43:25.154 -0600: %CVP_10_0_RPT-7-createNewCallEvent: {Thrd=Thread-54} 15266: 10.201.198.11: Dec 14 2015 11:43:34.514 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=136 reconnectTime=30 SLA_time=60 RemainingTime=-46 15267: 10.201.198.11: Dec 14 2015 11:43:44.654 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=146 reconnectTime=30 SLA_time=60 RemainingTime=-56 15268: 10.201.198.11: Dec 14 2015 11:43:54.794 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=156 reconnectTime=30 SLA_time=60 RemainingTime=-66 15269: 10.201.198.11: Dec 14 2015 11:44:04.934 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=166 reconnectTime=30 SLA_time=60 RemainingTime=-76 15270: 10.201.198.11: Dec 14 2015 11:44:15.074 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=177 reconnectTime=30 SLA_time=60 RemainingTime=-87 15271: 10.201.198.11: Dec 14 2015 11:44:25.214 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=187 reconnectTime=30 SLA_time=60 RemainingTime=-97 15272: 10.201.198.11: Dec 14 2015 11:44:35.355 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=197 reconnectTime=30 SLA_time=60 RemainingTime=-107 15273: 10.201.198.11: Dec 14 2015 11:44:45.495 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=207 reconnectTime=30 SLA_time=60 RemainingTime=-117 15274: 10.201.198.11: Dec 14 2015 11:44:55.635 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=217 reconnectTime=30 SLA_time=60 RemainingTime=-127 15275: 10.201.198.11: Dec 14 2015 11:45:05.775 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=227 reconnectTime=30 SLA_time=60 RemainingTime=-137 15276: 10.201.198.11: Dec 14 2015 11:45:08.208 -0600: %CVP_10_0_RPT-7-CallRegistry: {Thrd=Timer-3} RemovedCallDesc = 0 CallRegistry remaining size = 3 15277: 10.201.198.11: Dec 14 2015 11:45:15.915 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=237 reconnectTime=30 SLA_time=60 RemainingTime=-147 15278: 10.201.198.11: Dec 14 2015 11:45:26.055 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=CallbackTimerThread} QueueStats:recalculateRemainingWaitTimes: recalculateRemainingWaitTimes CALLGUID=064CD880000100000000025308C6C90A queuePos=0 dqRateA=180 timeInFirstPlace(Secs)=248 reconnectTime=30 SLA_time=60 RemainingTime=-158
Fila de Retorno de Chamada: A chamada entra e sai da fila para manter a chamada ativa no sistema e impedir que ela seja categorizada como uma chamada fantasma ou zombie.
10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Queue1,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,data,startCallback,true 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,data,ewt,0 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,data,qpos,0 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,data,cli,8005551212 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,data,rna,30 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,data,dn,5008 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Get Status_01,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:45:28.925,Queue2,enter,
Os registros de relatórios do CVP mostram GetStatus:
15279: 10.201.198.11: Dec 14 2015 11:45:28.925 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor64} GetStatusHandler:GetStatusHandler.exec: GetStatusHandler CALLGUID=064CD880000100000000025308C6C90A
Fila de Retorno de Chamada: A chamada entra e sai da fila para manter a chamada ativa no sistema e impedir que ela seja categorizada como uma chamada fantasma ou zombie.
10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.023,Queue2,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.023,Get Status_02,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.023,Get Status_02,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,data,startCallback,true 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,data,ewt,0 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,data,qpos,0 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,data,cli,8005551212 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,data,rna,30 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,data,dn,5008 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Get Status_02,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:47:33.039,Queue1,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Queue1,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,data,startCallback,true 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,data,ewt,0 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,data,qpos,0 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,data,cli,8005551212 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,data,rna,30 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,data,dn,5008 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Get Status_01,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:49:36.934,Queue2,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.845,Queue2,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.845,Get Status_02,enter, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.845,Get Status_02,custom,Callback_Get_Status,ELEMENT_ENTRY 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,custom,Callback_Get_Status,ELEMENT_EXIT 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,data,startCallback,true 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,data,ewt,0 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,data,qpos,0 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,data,cli,8005551212 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,data,rna,30 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,data,dn,5008 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,data,rec,http://10.201.198.11:7000/CVP/audio/recordings/audio1450114906328288.wav 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Get Status_02,exit,done 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:40.861,Queue1,enter,
Fila de Retorno de Chamada: A chamada é enviada para o agente e a chamada sai da fila:
10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:43.700,Queue1,exit, 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:43.700,,custom,Callback_Leave_Queue,ELEMENT_ENTRY 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:43.700,,custom,Callback_Leave_Queue,ELEMENT_EXIT 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:43.700,,end,how,hangup 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:43.700,,end,result,normal 10.201.198.11.1450115004780.83.CallbackQueue,12/14/2015 11:51:43.700,,end,duration,499
Os registros do CVP Reporting Server mostram a chamada que sai da fila:
15325: 10.201.198.11: Dec 14 2015 11:51:43.700 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor62} LeaveQueue CALLGUID=064CD880000100000000025308C6C90A 15326: 10.201.198.11: Dec 14 2015 11:51:43.700 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor62} JdbcCallbackQueueDAO:updateQueueStatus: Request to update CallbackQueue status. CallGUID=064CD880000100000000025308C6C90A queueStatus=0 leaveDateTime=Mon Dec 14 11:51:43 CST 2015 15327: 10.201.198.11: Dec 14 2015 11:51:43.700 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor62} JdbcCallbackQueueDAO:updateQueueStatus: Queue status of 1 rows were updated in CallbackQueue. CALLGUID=064CD880000100000000025308C6C90A 15328: 10.201.198.11: Dec 14 2015 11:51:43.700 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor62} removeQueueEntry CALLGUID=064CD880000100000000025308C6C90A 15329: 10.201.198.11: Dec 14 2015 11:51:43.700 -0600: %CVP_10_0_RPT-7-CALL: {Thrd=http-processor62} QueueStats removeEntry: 064CD880000100000000025308C6C90A
O status e o fluxo de processos do recurso Courtesy Callback fornecem ao chamador uma referência útil para a implementação e a solução de problemas do recurso, bem como uma descrição detalhada de como o recurso opera e interage com o chamador.
Revisão | Data de publicação | Comentários |
---|---|---|
2.0 |
10-Jan-2022 |
Problema de formatação fixa. |
1.0 |
03-Jul-2018 |
Versão inicial |