Reporting - Cisco Contact Center Gateway Deployments: Unexpected Call Disposition data in Termination Call Detail Records
Unexpected Call Disposition data in Termination Call Detail Records
|Problem Summary||A Termination Call Detail (TCD) record contains data that does not accurately reflect a call disposition, for instance, showing a call as abandoned when it was, in fact, answered.|
|Possible Cause||During call processing, TCD records are created for each leg of the call flow. In a Cisco Contact Center Gateway deployment, a call flow spans parent and child systems and -- sometimes -- Unified CM clusters. Since multiple call legs occur, the system generates multiple TCD records. Depending on where in the call flow a specific TCD record is generated, the CallDisposition field might contain an unexpected result.
This scenario might occur when a call is translation routed from Unified CVP to a Unified CCE Child system because of the way the call legs are processed. Depending on the trunk configuration:One leg could send an alerting message which the system later perceives as dropped. The other leg could send a Request Instruction, a script is run, and then it is cleared.
|Release||Release 7.5(1) and 8.0|
|Associated CDETS #||None.|