Internal call to Agent LoginID shows as Outbound

Voice & Telephony
1

On Avaya TServer 7.6 for TSAPI…

If I log two agents in and then agent 1 dials agent 2’s Agent LoginID both agents are shown as being on an Outbound call in CCPulse.

I’ve done some searching and have seen the parameter ‘set-call-type-on-dialing’ mentioned, but this option doesn’t seem to be available for this particular version of TServer…

Anyone come across this before?

Cheers,

Ben

2

Hi Ben,

Call type is provided by the switch to T-Server and T-Server should not change it. There are some specific scenarios when call type is changed by TServer - consultation call - but it seems not to be your case.

Could you post here debug log of T-Server?

R.

2 Likes
3

No problem, I’ve attached the callflow and the relevant section from the tserver log.

CallType gets set to 3 on EventDialing…

4

Hi Ben,

I checked the logs and it seems to me T-Server doesn’t behave correctly as both numbers (DNs) are reported as internal numbers (see log snippet below). I would recommend you to contact Genesys Technical Support and ask them to check what is wrong.

R.

— log snippet —

CSTAEstablishedEvent
{
establishedConnection
{
callID 13280
deviceID ‘6719’
devIDType 0
}
answeringDevice
{
deviceID ‘6719’
deviceIDType explicitPrivateLocalNumber
deviceIDStatus idProvided
}
callingDevice
{
deviceID ‘6717’
deviceIDType explicitPrivateLocalNumber
deviceIDStatus idProvided
}
calledDevice
{
deviceID ‘19103’
deviceIDType explicitPrivateLocalNumber
deviceIDStatus idProvided
}
localConnectionInfo csConnect
cause ecNewCall
}

3 Likes
5

Hi René,

Thanks, I’ve raised it with Genesys.