AIR3 CTIDIP + AES 3.1.4 + CM 3.1.5

anchor · Сообщение **anchor** » Чт 19 мар 2009, 22:51

Добрый вечер.
Может кто сталкивался с проблемой. Не корректно происходит переключение звонка из AIR в другой VDN.

При переключении звонка из AIR-а на VDN агент вызвав CTIDial и попав в вектор, не понимает что играет сообщение и нужно вызвать CTITransfer и закончить само переключение (об этом также говорит и трейс на AIRe). Приходится перед сообщением формально ставить звонок в очередь к пустому сплиту.

1. Сначала вектор 200 имел вот такой вид

Код: Выделить всё

display vector 200                                              Page   1 of   3
.........
01
02 
03 announcement V3
04 goto step    13            if staffed-agents   in skill 1st          =  0
05 goto step    13            if calls-queued     in skill 1st   pri m  >= V1
.........

и трейс стешина 89001 (это первый канал IVR, тестовые звонки поступают только на него)

Код: Выделить всё

list trace station 89001                                               Page   1
                                LIST TRACE
time            data
15:11:52     xoip: fax:PT modem:off tty:off 172.29.5.17:61204 (igc)
15:11:52     xoip: fax:PT modem:off tty:off 172.29.5.11:64380 (igc)
15:11:52     G711A ss:off ps:20 rn:1/1 172.29.5.17:61204 172.29.5.11:64380
15:11:54     active station    89001 cid 0x383a
15:12:00     conf/tran hold station    89001 cid 0x383a
15:12:00     hear moh port 03B06024
15:12:00     dial 21119
15:12:00     term announcement    88003 cid 0x384c
15:12:00     active announcement    88003 cid 0x384c
15:12:00     hear audio-group 1 board 01A03 ext 88003 cid 0x384c	( тут такое впечатление, что агент IVR слушает анонсмент,   )
15:12:12     idle announcements     cid 0x384c				( и когда его дослушивает через 12с заканчивает трансфер                 )
15:12:12     transfer station    89001 cid 0x384c
15:12:13     idle station    89001 cid 0x3863

в трейс по VDN 21119 (вектор 200)

Код: Выделить всё

list trace vdn 21119                                                   Page   1
                                LIST TRACE
time      vec st data
15:17:02    0  0 ENTERING TRACE cid 14910
15:17:02  200  1 vdn e21119 bsr appl   0 strategy 1st-found override y
15:17:02  200  2
15:17:02  200  3 announcement						
15:17:02  200  3      variable V3= [88003] vdn var
15:17:02  200  3 announcement: board 01A03 ann ext: 88003	( вот здесь агент IVR слушает аносмент 12 сек. )
15:17:14  200  4 goto							( в вот здесь прослушав агент заканчивает трансфер )
15:17:14  200  5 goto
15:17:14  200  5      variable V1= [10] -> (10) vdn var
15:17:14  200  6 goto
15:17:14  200  9 queue-to
15:17:14  200  9 queueing to skill  67 pri m

2. Потом я вначале вектора 200 добавил постановку в хант-группу 99 (пустая виртуальная группа).

Код: Выделить всё

display vector 200                                              Page   1 of   3
.........
01
02 queue-to     skill 99   pri m
03 announcement V3
04 goto step    13            if staffed-agents   in skill 1st          =  0
05 goto step    13            if calls-queued     in skill 1st   pri m  >= V1
.........

После этого трейс стейшина вот такой и сообщение звучит нормально.

Код: Выделить всё

list trace station 89001                                               Page   1
                                LIST TRACE
time            data
15:20:00     xoip: fax:PT modem:off tty:off 172.29.5.17:61620 (igc)
15:20:00     xoip: fax:PT modem:off tty:off 172.29.5.11:64988 (igc)
15:20:00     G711A ss:off ps:20 rn:1/1 172.29.5.17:61620 172.29.5.11:64988
15:20:01     active station    89001 cid 0x3b6b
15:20:08     conf/tran hold station    89001 cid 0x3b6b
15:20:08     hear moh port 03B06024
15:20:08     dial 21119
15:20:08     term vector 200    cid 0x3b83
15:20:08     active announcement    88003 cid 0x3b83
15:20:08     hear audio-group 1 board 01A03 ext 88003 cid 0x3b83
15:20:08     transfer station    89001 cid 0x3b83
15:20:08     xoip: fax:off modem:off tty:off 172.29.5.17:61628 (igc)
15:20:08     xoip: fax:off modem:off tty:off 172.29.5.16:60344 (igc)
15:20:09     idle station    89001 cid 0x3b85

Есть ли возможность настроить на станции BlindTransfer ?

anchor · Сообщение **anchor** » Вс 22 мар 2009, 23:20

Если кому интересно как решили проблему такого трансфера.
Был открыт кейс у поставщика. Вот ответ Tier3:

Adjunct-Switch Application Interface (ASAI) and using A_Tran when playing announcement and collecting digits in the vector.

Document Id: KB00103870
Last Modified Date: 11-02-2008
Support Goal(s): Interactive Response
Access Level: External Entitled

Details
The announcements will not play until the call has been queued to a skill. If, after queuing the call to a skill, they play an announcement, everything works. If, after queuing a call to a skill, they try to collect digits, it doesn't work. Resolution is to add an announcement before the collect step.
Description (Problem Clarification)

Customer is using A_Tran to transfer calls from the Interactive Response (IR) to the S8700. In the vector, they are trying to play announcements and collect digits.

Resolution Plan

First we had to implement technote 10005 to queue the calls to a "dummy skill". Here is the vector that tries to collect digits after the queue-to.

Command: disp vec 570
Number: 570 Name: POS Partner AA
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing silence
02 queue-to skill 500 pri m
03 collect 1 digits after announcement 5113 for none
04 route-to number 2191 with cov y if digit = 1

When using the above vector, the caller would hear music for about 50 seconds before the call would complete. To fix this, we added an announcement step before the collect step. After doing this, everything worked correctly.

Here is the new vector.

Command: disp vec 570
Number: 570 Name: POS Partner AA
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 2 secs hearing silence
02 queue-to skill 500 pri m
03 wait-time 0 secs hearing silence
04 announcement 5280
05 collect 1 digits after announcement 5113 for none
06 route-to number 2191 with cov y if digit = 1

This issue has not been seen on G3R version of PBX.

Here is the text of technote 10005.

TechNote 'CONVERSANT:10005'

Subject: Using A_Tran to transfer to a Vector Directory Number (VDN)
Date: Feb 6, 2004
Release: V4 V6 V7 V8
Category: ASAI
Document: Admin None
DocumentState:
Author: Curt Juchau
Updated-By: Carl M. Graham
Comments:

Keywords: ASAI A_Tran transfer VDN vector

Expiration:

Distribution: External_Restricted

This article describes how to successfully use A_Tran to transfer to a VDN.

SYMPTOM:

In a customer's Script Builder application, A_Tran was used to
do a transfer to a VDN. The transfer would never complete
successfully.

REMEDY:

It was found that A_Tran was failing because CONVERSANT did not
receive an alerting indication from the switch (via ASAI). This was remedied by changes to the applicable switch vector. Specifically, a "queue-to" step was added near the beginning of the vector in order to queue the call to a dummy split. This caused CONVERSANT
to receive an alerting indication, which allowed A_Tran to complete
successfully. At the end of this TechNote, there is a listing of
the customer's vector, along with a listing of their dummy split.

NOTE: Be sure to install asai+bp1 for V7 systems. There must also be
a flag file set before the asai+bp1 patch is active. To set the flag
file type: > /vs/data/asai/vis_call_fix

There is also a unofficial patch for V8 available from Tier 4. It is
a new asaihp file and it also requires the vis_call_fix file to be added.

FROM THE BOOK:

This issue is described in the V7 "Application Development with Script
Builder" book. The following is from the "Defining A_Tran" section
in chapter 8:

"The A_Tran action is used by voice scripts running on system agent
Tip/Ring or LSE1/LST1) lines to transfer a call to a live Automatic Call Distribution (ACD), live agent, or other station on the PBX. To do so, the A_Tran action takes control of the incoming call, puts the call on hold, places a call to the Destination Number and, if the call is not busy or denied, merges the original call with the call to the Destination Number. If the call is busy or denied, A_Tran drops the call to the Destination Number, reconnects to the original caller, and relinquishes control of the
original incoming call.

NOTE:

A_Tran merges the original incoming call with the second call only
after determining that the second call has been placed successfully.
This is important when using A_Tran to transfer to VDNs/vectors.
The second call is considered to have been placed successfully if
it becomes queued or alerts at an agent’s telephone. Before the two
calls are merged to complete the transfer, the original caller
remains on hold. In some cases, you may want the system to perform
additional vector processing after the call is transferred (for
example, play announcements or perform call prompting operations).
You must force the transfer to complete before such operations are
performed. Examples include queuing the call to the agent split
before playing announcements and queuing the call to a dummy split
before performing call prompting operations. No ports or stations
need be dedicated to establish a dummy split. To ensure that a
“queue to” step will cause calls to be queued to a dummy split,
however, the dummy split should be made vector controlled and queue
slots should be assigned to it."

EXAMPLE:
The following is an example of a vector that allows for successful
A_Tran transfers:

CALL VECTOR
Number: 107 Name DIR 800 TO EXL
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI
Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? n
BSR? y
01 wait-time 0 secs hearing ringback
02 queue-to skill 50 pri t
03 wait-time 0 secs hearing silence
04 collect 1 digits after announcement 89956
05 goto step 18 if digits = 1
06 goto step 07 if staffed-agents in skill 7 > 0
07 goto step 16 if calls-queued pri l in skill 7 > 24 (a number AT LEAST 1 less than Hunt Group maximum)
08 queue-to skill 7 pri m
09 wait-time 12 secs hearing ringback
10 announcement 89913
11 wait-time 30 secs hearing music
12 announcement 89902
13 wait-time 30 secs hearing music
14 goto step 13 if unconditionally
15 stop
16 disconnect after announcement 89958
17 stop
18 wait-time 0 secs hearing ringback
19 collect 5 digits after announcement 89908
20 route-to digits with coverage y
21 goto step 8 if unconditionally
22 stop

The key steps from the above vector are:
- Step 1: Wait-time set to 0 seconds to help eleminate phantom transfer.
- Step 2: Queue to a dummy split, 50 in example, which causes CONVERSANT to receive alerting.
- Step 3: Without this step, callers may sometimes hear only a
portion of the announcment in step 4. (The announcement might
get cut off at the beginning.) Also, in the absence of step 3,
the call might be dropped.
- Step 4 is used to prompt the caller if they know the number to transfer to, then they would press 1.

The following is the definition of the dummy split:

HUNT GROUP
Group Number: 50 ACD? y
Group Name: Dummy A_TRAN Queue? y
Group Extension: 74257 Vector? y
Group Type: ead-mia
TN: 1
COR: 20 MM Early Answer? n
Security Code:
ISDN Caller Display:
Queue Length: 50
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

page 2
Skill? y Acceptable Service Level (sec): 30
AAS? n Expected Call Handling Time (sec): 180
Measured: none
Supervisor Extension:
Controlling Adjunct: none
Multiple Call Handling: none Redirect on No Answer (rings):
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n

page 3
Message Center: none
LWC Reception: none
AUDIX Name:
Messaging Server Name:

The key fields in the above definition are:
- ACD (must be set to "y")
- Queue (must be set to "y")
- Vector (must be set to "y")
- Group Type (must be set to "ead-mia"
- COR (must use a Class of Restriction that is accessible by the CONVERSANT ports)
- Queue Length (must be set high enough so that the queue will not fill up)
- Skill (must be set to "y")

13-ый

спасибо. AIR-ы дороги, мало кто может похвастаться что их даже видел. Соответственно и мало опыта по их эксплуатации.