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Cisco Bug: CSCua91628 - CCDR report shows blank Originator DN for some calls in certain scenario

Last Modified

Feb 19, 2018

Products (3)

  • Cisco Unified Contact Center Express
  • Cisco Unified IP Interactive Voice Response (IVR) 8.5(1)
  • Cisco Unified Contact Center Express 8.5(1)

Known Affected Releases

8.5(1)SU1 8.5(1)SU4

Description (partial)

Symptom:
CCDR report showing blank Originator DN for certain calls

Conditions:
When a call comes into UCCX following events take place in Jtapi :

1. Call gets redirected from RP to CTI port
2. Contact gets queued and assigned a resource
3. A consult call is made from CTI port to the agent phone. JTAPI has a call object corresponding to this,
4. Transfer is completed
5. JTAPI changes the  Global Call ID of the consult call in step 3 to the  call id of the original call (step 1).  At this point, the call has calling party info of the consult call.
6. JTAPI sends Term Conn events for the Agent Phone
7. JTAPI updates the calling party info to the call to the orig calls values . Here the calling party gets updated. 

UCCX processes, the  Term Conn events and retrieves call from the event and assigned the orig / calling party number. If this happens after step 7 above, everything goes fine.

For the calls where orig DNs are not populated, the step 7 above is a bit delayed and it happens after  we process the Term Conn events and there  by end up having no orig dn .
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