Document ID: 63080
Contents
Introduction
Prerequisites
Requirements
Components Used
Conventions
Problem
ICM Version 4.1.5
ICM Version 5.0
Solution
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Introduction
This document describes one reason why the Avaya Definity G3 Automatic Call Distributor (ACD) fails to pass the trunk group and trunk number to the Computer Telephony Integration (CTI) client and provides a workaround in a Cisco Intelligent Contact Management (ICM) environment.
Prerequisites
Requirements
Cisco recommends that you have knowledge of Cisco ICM.
Components Used
The information in this document is based on Cisco ICM version 5.0.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Conventions
Refer to Cisco Technical Tips Conventions for more information on document conventions.
Problem
After the upgrade from ICM version 4.1.5 to 5.0 is complete, the trunk group and trunk number are not in the delivered event. In order to verify, compare the 4.1.5 and 5.0 CTI server trace.
ICM Version 4.1.5
In the ICM version 4.1.5 trace, callingDev, shaded in yellow and indicated by A, is equal to 2031660, which represents the trunk group 62 and trunk number 44 (see Note).
Figure 1—ICM Version 4.1.5 Trace
Note: The scheme for trunk information encoding is such that the upper 17 bits represent the trunk group and the lower 15 bits represent the trunk number. In the 4.1 trace, 2031660 is the decimal value which is equivalent to 00000000000111110000000000101100 in binary. It represents trunk group 62 and trunk number 44.
ICM Version 5.0
In the ICM version 5.0 trace, callingDev, shaded in yellow and indicated by the A arrow in Figure 2, shows ID_NOT_KNOWN. The CallingDeviceID is also missing in the message indicated by the B arrow in the 5.0 trace, but it can be found in the message in the 4.1.5 trace (the B arrow in Figure 1).
Figure 2—ICM Version 5.0 Trace
Solution
The workaround for this issue is to configure the Peripheral Gateway (PG). Enter /UseTrunkOverANIInCallingField y in the Configuration parameters field.
With the UseTrunkOverANIInCallingField argument, with a setting of y, the Peripheral Interface Manager (PIM) reports events in the calling field populated with encoded trunk information rather than Automatic Number Identification (ANI). The default mode is to populate the calling field with ANI. This argument defaults to n. After the configuration change, stop and start the PG process.
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| Updated: Oct 31, 2005 | Document ID: 63080 |