Progressive dialer provide VDN number instead of Agent in CDR report.


Doc ID    SOLN288003
Version:    2.0
Status:    Published
Published date:    24 Apr 2016
Created Date:    24 Apr 2016
Author:   
Amol R Kajgikar
 

Details

CM 6.x with 3rd Party Dialer

Problem Clarification

 

 

PSTN trunk terminated on the CM
Dialer start outbound campaign on close to 100 numbers and transfer call to VDN à Vector à queue to skill (If the agents are available).
Customer noticed they can see VDN number as a called party in the CDR report as below,
 
cal_call_date        cal_duration         cal_cond_code    cal_attd_consol   cal_code_used    cal_out_crt_id      cal_code_dial                cal_dialed_num 
yyyy-mm-dd hh:mm:ss:sss               13           B                             722         75           0              Out-bound                                             VDN                                                                
yyyy-mm-dd hh:mm:ss:sss               13           B                             723         66           0              Out-bound                                             VDN                                    
 
Here customer is expecting to see only Agent who answered the call.

 

Cause

Configuration issue

Solution

change system-parameters cdr Page 1 of 2
CDR SYSTEM PARAMETERS

Node Number (Local PBX ID): CDR Date Format: month/day
Primary Output Format: customized Primary Output Endpoint: DISK

Use ISDN Layouts? n Enable CDR Storage on Disk? y
Use Enhanced Formats? n Condition Code 'T' For Redirected Calls? n
Use Legacy CDR Formats? y Remove # From Called Number? n
Modified Circuit ID Display? n Intra-switch CDR? n<=== was set "Y" earlier
Record Outgoing Calls Only? n Outg Trk Call Splitting? y
Suppress CDR for Ineffective Call Attempts? y Outg Attd Call Record? y
Disconnect Information in Place of FRL? n Interworking Feat-flag? n

After making changes we can see agent who answered the call.

 

cal_call_date        cal_duration         cal_cond_code    cal_attd_consol    cal_code_used     cal_out_crt_id      cal_code_dial                cal_dialed_num  
yyyy-mm-dd hh:mm:ss:sss 13           B                              722         75           0              Out-bound                                            Agent                     0                                               
yyyy-mm-dd hh:mm:ss:sss 13           B                              723         66           0              Out-bound                                            Agent                     0

Please Note following situation where you can still see VDN as called party in CDR.

Dialer Start campaign and transfer call to VDN--> Vector and unable to queue the call because no agents are available and calling party drop the call.

VDN number will be display in CDR report.

 

 

 


Avaya -- Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy