Call transfer fails if the agent transfers the call from one IVR to a different IVR.

From DocWiki

Revision as of 15:20, 9 April 2010 by Cchetty (Talk | contribs)
(diff) ← Older revision | Latest revision (diff) | Newer revision → (diff)
Jump to: navigation, search

Call transfer fails if the agent transfers the call from one IVR to a different IVR

Problem Summary Call transfer fails if the agent transfers the call from one IVR to a different IVR under following scenarios -

Case 1:

Call hits IVR A

Transferred to the operator

operator sends call back to the route point

Call hits IVR B, and fails


Case 2:

Call come directly to the operator

Transferred to IVR - Hits EITHER IVR A or IVR B, and call fails.


Error Message ICM calls are failing.
Possible Cause IVR cannot get the terminal connection for the final call after the transfer is completed, particularly for a CiscoCallChangedEvent.

To confirm this issue, look for the following exceptions in the MIVR logs -

IVR-A_Cisco001MIVR164.log 372 1002034: Mar 12 15:27:11.380 CET %MIVR-SS_TEL-7-UNK:CallID:761 MediaId:915194/6 Task:43000002946, got CiscoCallChangedEvent, Surviving call : (P1-IVRA_Jtapi_1) GCID=(6,915191)->IDLE, original call: (P1-IVRA_Jtapi_1) GCID=(6,915194)->ACTIVE


1002047: Mar 12 15:27:11.380 CET %MIVR-SS_TEL-3-NO_TERMINAL_CONNECTION:Unable to get TerminalConnection object: All Call ids=CallID:761 MediaId:915191/6 Task:43000002946,List of Active Connections=,The type of call event=CALL_CHANGED

Recommended Action There is a known defect related to this issue - CSCtf69594.
Release 7.0 .
Associated CDETS # CSCtf69594.

Rating: 0.0/5 (0 votes cast)

Personal tools