FAQs for Cisco MediaSense

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Contents 1 How do you correlate reference call IDs for different call scenarios? 1.1 Agent Hold/Resume Scenario 1.2 Customer Hold/Resume Scenario 1.3 Agent Transfer to Another Agent Scenario  1.4 Agent Conference with Another Agent Scenario

How do you correlate reference call IDs for different call scenarios?

In Cisco MediaSense, the meta data for each call only provides the xrefci (reference call ID) and the device ref of the forking device and the far-end device (can be a conference bridge or any other phone).

The xrefci parameter is Unified CM's identifier for a particular media stream. They do not always correspond 1-to-1 with the recorded tracks.

Agent Hold/Resume Scenario

1. Agent A (extn 1000) and Caller C (extn 2000) are talking to each other
2. Agent A puts call on hold
3. Agent A resumes call

There are 2 recording sessions for this scenario:

• Session with sessionId = S1 with following 2 tracks, for the time period /segment  before agent puts call on hold.
  trackNumber=0 with participant A ( deviceRef=1000, XRefCi = aaaa)
  trackNumber=1 with participant B (deviceRef=2000, XRefCi = cccc)
• Session with sessionId = S2 with following 2 tracks, for the time period / segment after agent resumes the call.
  trackNumber=0 with participant A( deviceRef=1000, XRefCi = aaaa)
  trackNumber=1 with participant B (deviceRef=2000, XRefCi = cccc)

MediaSense does not record the the segment of the call while agent has put the call on hold.

Customer Hold/Resume Scenario

1. Agent A (extn 1000) and Caller C (extn 2000) are talking to each other
2. Customer C puts call on hold
3. Customer C resumes call

The entire call is recorded in one session for this scenario:

• Session with sessionId = S1 with following 2 tracks
  trackNumber=0 with participant A ( deviceRef=1000, XRefCi = aaaa)
  trackNumber=1 with participant B ( deviceRef=2000, XRefCi = cccc)

In this scenario MediaSense also records the the segment of the call while customer has put the call on hold.

Agent Transfer to Another Agent Scenario 

1. Agent A (extn 1000) and Caller C (extn 2000) are talking to each other
2. Agent A transfers call to another agent B (extn 3000). Both A and B's devices are set up for forking
3. B and C are talking.
4. After some time B and C end call

There are 3 recording sessions for this scenario

• Session with sessionId = S1 with following 2 tracks, for the time period /segment  before agent transfers call. As soon as A initiates transfer, S1 is marked as CLOSED_NORMAL
  trackNumber=0 with participant ( deviceRef=1000, XRefCi = a1)
  trackNumber=1 with participant (deviceRef=2000, XRefCi = c1)
• For the time period / segment A and B are consulting with each other, 2 new sessions will get created.

• Session with sessionId = S2 with following 2 tracks,
  trackNumber=0 with participant ( deviceRef=1000, XRefCi = a2)
  trackNumber=1 with participant(deviceRef=3000, XRefCi = b2)
• Session with sessionId = S3 with following 2 tracks,
  trackNumber=0 with participant ( deviceRef=3000, XRefCi = b2)
  trackNumber=1 with participant(deviceRef=1000, XRefCi = a2)

• Once A completes transfer

• Session S2 is marked as closed_normal
• Session S3 gets updated with farend changing from A to C
  trackNumber=0 with participant ( deviceRef=3000, XRefCi = b2)
  trackNumber=1 with participant C (deviceRef=1000, XRefCi = c2)
  Note that trackNumber 1 has 2 participants. Participant A before the transfer and participant C after tranbsfer

• After B and C end the call

• session S3 is marked closed_normal
  MediaSense does not record the the segment of the call while agent has put the call on hold.

Agent Conference with Another Agent Scenario 

1. Agent A (extn 1000) and Caller C (extn 2000) are talking to each other
2. Agent A conferences caller with another agent B (extn 3000). Both A and B's devices are set up for forking
3. A, B and C are talking.
4. A drops the call
5. After some time B and C end call

There are 3 recording sessions for this scenario

• Session with sessionId = S1 with following 2 tracks, for the time period /segment  before agent conferences call. As soon as A initiates conference, S1 is marked as CLOSED_NORMAL
  trackNumber=0 with participant ( deviceRef=1000, XRefCi = a1)
  trackNumber=1 with participant (deviceRef=2000, XRefCi = c1)

• For the time period / segment A and B are consulting with each other, 2 new sessions will get created.

• Session with sessionId = S2 with following 2 tracks,
  trackNumber=0 with participant ( deviceRef=1000, XRefCi = a2)
  trackNumber=1 with participant(deviceRef=3000, XRefCi = b2)
• Session with sessionId = S3 with following 2 tracks,
  trackNumber=0 with participant ( deviceRef=3000, XRefCi = b2)
  trackNumber=1 with participant(deviceRef=1000, XRefCi = a2)

• Once A completes conference

• Session S2 gets marked as CLOSED_NORMAL
• Session S3 gets updated with farend changing from A to Conference bridge (CFB)
  trackNumber=0 with participant ( deviceRef=2000, XRefCi = b2)
  trackNumber=1 with participant C (deviceRef=b number of CFB,, XRefCi = cfb1)
  Note that trackNumber 1 has 2 participants. Participant A before the conference and participant CFB after conference
• Session S4 gets created with
  trackNumber=0 with participant ( deviceRef=1000, XRefCi = a1 , this is original xrefci when A and C were talking)
  trackNumber=1 with participant CFB (deviceRef=b number of CFB, XRefCi = cfb2)

• After C drops the call

• S4 is updated with farend from Conference bridge (CFB) to B
  trackNumber=1 with participant(deviceRef=3000, XRefCi = b2)
• S3 is updated with farend changing from Conference bridge (CFB) to A.
  trackNumber=1 with participant ( deviceRef=1000, XRefCi = a1)

• After A and B end the call

• session S3 and S4 are marked CLOSED_NORMAL