Question
TD Bank Group
CA
Last activity: 6 Jul 2021 8:16 EDT
RouterCallKey data not available
We are currently using Pega Call 7.4.
Everything is working fine, but we have a new requirement to keep track of the unique call identifier which, based on our understanding, should be available in the pyRouterCallKeyDay and pyRouterCallKeyCallId properties.
We can't seem to be able to get those.
Based on the following article, this should be available to us:
Does anybody know how we can get access to those 2 properties?
Accepted Solution
Updated: 6 Jul 2021 8:16 EDT
TD Bank Group
CA
We updated the pyOfferinf Data Transform manually to copy the 2 properties from the event into the call page and this made them available to us.
Not sure why the wizard was not able to do it for us. But this resolved our issue.
Pegasystems Inc.
US
In order to use those values ICM needs to be sending them to Pegacall. If the values are sent to PegaCall we will pass them, but we do not do anything else with those values. It would be up to you to handle any mapping in order to utilize the values. Note, these values are not present in All messages/ calls. The CallDelievered event should contain them if they were sent. You would need to review the logs from cisco icm and Pegacall to see exactly what is being sent / received.
TD Bank Group
CA
@Keith_W6 Thanks for the information.
It looks like we are receiving the information from ICM.
@Keith_W6 Thanks for the information.
It looks like we are receiving the information from ICM.
2021-06-28 15:19:59,469 [%20.20t] ( core.event.DispatchThread) DEBUG DispatchThread.run() |CTI-CISCO_CISCOPAT-ACD-DispatchThread-0 CTIDispatchThread - Invoking: SId=CISCO_CISCOPAT-ACD; DevId=012721712270; TQ=0; Data= <pagedata> <pyID>9</pyID> <pyNAME>CallDeliveredEvent</pyNAME> <pyEventTimeStamp>1624907999469</pyEventTimeStamp> <pyThisDN>012721712270</pyThisDN> <pyWorkStationId>HTTPS://CCAD5.DEV.TD.COM:443/H-GET?ChannelName=PegaCALL|ChannelParam=HDPG24G05R6O0XKHK12A1U8OWCOS865XY</pyWorkStationId> <pyClientHandle>HDPG24G05R6O0XKHK12A1U8OWCOS865XY</pyClientHandle> <pyEventDestination></pyEventDestination> <pyLinkName>CISCOPAT</pyLinkName> <pyLinkInsHandle>CHANNELSERVICES-ADMIN-CTILINK-LOCAL-CISCO CISCOPAT</pyLinkInsHandle> <pySessionId>CISCO_CISCOPAT-ACD</pySessionId> <pyAgentID>21712270</pyAgentID> <pyEventDn>012721712270</pyEventDn> <pyANI>2269211393</pyANI> <pyCallId>50521669</pyCallId> <pyCallType>PREROUTE_ACD_IN</pyCallType> <pyDNIS>012721712270</pyDNIS> <pyOtherDN>2269211393</pyOtherDN> <pyThirdPartyDN></pyThirdPartyDN> <pyCallState>Ringing</pyCallState> <pyPreviousCallState>CLEARED</pyPreviousCallState> <pyLineState>ALERTING</pyLineState> <pyRouterCallKeyCallId>1550</pyRouterCallKeyCallId> <pyRouterCallKeyDay>153580</pyRouterCallKeyDay> <pyAlertingDevID>012721712270</pyAlertingDevID> <pyAlertingDevIDType>0</pyAlertingDevIDType> <pyCallingDevID>2269211393</pyCallingDevID> <pyCallingDevIDType>0</pyCallingDevIDType> <pyCalledDevID>012721712270</pyCalledDevID> <pyCalledDevIDType>0</pyCalledDevIDType> <pyConnectionDeviceId>2269211393</pyConnectionDeviceId> <pyConnectionDeviceIDType>1</pyConnectionDeviceIDType> ... </pagedata>
Now I just need to figure out how to make it populate through and available in the CTICall clipboard page.
TD Bank Group
CA
Somehow, when pyGetInteractionInternal opens the "Interaction" from the database (which we use to populate the CTICall page, that object does not have the 2 properties.
It does have the pyCallVariables and the pyUserData, but pyRouterCallKeyCallId and pyRouterCallKeyDay are gone.
Do you know how we can get them to be saved into the DB (pfw_cs_interaction table)?
I read through the PegaCall 7.4 documentation, but couldn't find anything about this.
TD Bank Group
CA
I have even tried re-running the PegaCall Configuration Wizard to try and map the properties to the Clipboard Page, but they were not listed.
I am not sure how we are supposed to proceed. Should I open an SR?
Accepted Solution
Updated: 6 Jul 2021 8:16 EDT
TD Bank Group
CA
We updated the pyOfferinf Data Transform manually to copy the 2 properties from the event into the call page and this made them available to us.
Not sure why the wizard was not able to do it for us. But this resolved our issue.