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Old 03-23-2012, 12:25 AM
gupta21 gupta21 is offline
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Default ccxml call redirection fails for aacc agent

Hi We have a ccxml application , which first calls Agent . When Call gets connected to Agent; Agent is played some information on 'Connection.Connected' Event, then Customer number is called and both the calls are patched through 'connection. redirected' Event.

This scenario works fine when Agent is replicated through CM station, we get all the events properly.below are some logs...
"@2012-03-19 12:35:33,780||FINE|CXI|29986|Session=MUMNSCLABEXP0 1-2012076070521-13|Sending CallRedirect message to SessionManager

@2012-03-19 12:35:34,526||FINEST|CXI|29986|Session=MUMNSCLABEX P01-2012076070521-13|Received CallRedirected message from SessionManager:

"

But when Agent is replicated as AACC Agent, we dont get proper events.
1>we get connected event for agent call, as soon as call gets connected to CDN , so some part of announcements gets skipped when agent actually picks the call.
2>We are not able to patch the call through 'Connection.Redirected' Event. following are the logs

@2012-03-19 12:44:55,340||FINE|CXI|31624|Session=MUMNSCLABEXP0 1-2012076071441-12|Sending CallRedirect message to SessionManager.

We Don't Receive CallRedirect Message from the SessionManager in this case, the agent call Extends till we don't disconnect the call.

Enviorment

DD 6.0
AEPP 6.0
Tomcat 6.0
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Old 04-19-2012, 02:52 AM
chtlee chtlee is offline
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Default

Since you did not receive the CallRedirect message from SessionManager, it would be helpful to check with the SessionManager if there is any error or problem return from them. If necessary, you can open a ticket with the Session Manager team to check this out.

There is one point to noticed, if the call connect to the CDN, it does not mean that it is immediately terminated to an agent. Once the calls comes to the CDN, it shall anchor to the AMS and there will be treatment given base on the scripting defined in the AACC. Until the AACC find the corresponding agent, then the call shall terminate on him/her.
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