Cisco Cisco Unified Customer Voice Portal 10.0(1)
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Cisco Internet Service Node (ISN) Product Description
OL-1250-03
Chapter 2 ISN Solution Components
ISN System Administration
Note
If the ISN is connected to the NAM, and agent connection (IPCC or ACD-PG) is at the ICM, the first
record representing the entire ISN call will be generated at the NAM and the other TCD records will be
generated in the ICM database. In that case, the RouterCallKey field in the NAM is different from the
RouterCallKey field in the ICM records. If a link between the NAM and ICM records is required, the
NAM can force the NAM RouterCallKey value into the ICM records by using the script to put it in one
of the call variables that get passed along to the ICM.
record representing the entire ISN call will be generated at the NAM and the other TCD records will be
generated in the ICM database. In that case, the RouterCallKey field in the NAM is different from the
RouterCallKey field in the ICM records. If a link between the NAM and ICM records is required, the
NAM can force the NAM RouterCallKey value into the ICM records by using the script to put it in one
of the call variables that get passed along to the ICM.
shows TCD fields of particular interest to ISN users:
In addition, the following standard TCD record fields are also populated when used with the ISN.
•
Peripheral ID
•
Day
•
RouterCallKey
•
DateTime
•
PeripheralCallKey
•
CallDisposition
•
DNIS
•
ANI
•
CallerEnteredDigits (for ISN, this field contains the digit(s) for the last digit collection node
executed in the ICM router script)
executed in the ICM router script)
Also of possible interest are ECC variables associated with the ISN call record. In particular,
user.media.id can be used to correlate the data to Gatekeeper and Gateway data, and to the log messages
in the Voice Browser and Application Server logs.
user.media.id can be used to correlate the data to Gatekeeper and Gateway data, and to the log messages
in the Voice Browser and Application Server logs.
The TCD records are linked to the RouteCallDetail records which contain more information about the
call such as DialedNumber, Label (destination number of connected agent), and CallType.
call such as DialedNumber, Label (destination number of connected agent), and CallType.
Note
Please refer to Cisco ICM Software documentation for more information regarding these fields.
Table 2-2
Termination_Call_Detail Record Fields
Field Name
Description
Duration
Total time calling party is connected.
DelayTime
Amount of time before the calling party is connected to the first called party,
including connection and ring time to the first called party.
including connection and ring time to the first called party.
Note
If this call never connects to another party, this value is the same as
Duration.
Duration.
TimetoAband
(Time to Abandon) For calls which are abandoned without ever connecting to a
called party (that is, an agent), this value is the same as Duration. For all other
calls, TimetoAbandon is 0 (zero).
called party (that is, an agent), this value is the same as Duration. For all other
calls, TimetoAbandon is 0 (zero).
TalkTime
Amount of time from the connection to the first called party to the end of the call,
including (optional) subsequent VRU network transfers.
including (optional) subsequent VRU network transfers.