BCM450 r6 ICC, CID, and Call Log Issue (Numeric CID not Showing in Call Log on ICC calls)

[snd1234]

Have a seemingly minor but critical issue with my ICC and call logging feature (F812).

We recently upgraded to BCM450 r6. March 2012 DU & April 2012 SU updates applied. RCC 70-3 update applied as well. We have a full PRI (no analog) and CID has worked perfectly.

We use ICC off and on during fundraising periods. This is the first time we have used ICC on the BCM450. I reproduced all the settings from the BCM400 by hand rather than using DMM.

Previously we could use Call Info and Call Log on the agent's handset to pull the CID (name & number) of the callers routed to them by ICC. Now only the name of the caller shows in the call log and in call info. BUT... the caller's number is displayed for 3 seconds when the call is first routed to the agent! Then it goes awway There is a setting in the ICC part of Call Pilot Manager that controls this 3 second display thing but I have tried each of the four options and it still doesn't show the number in the call log. Kind of feels like a call log issue, to be honest.

This is kind of a big deal because many times a caller will get disconnected and the agents have no way to call them back. We are taking pledges so that means lost money. It also makes no sense to me why call log (feature 812) is showing only the name of the caller and not the number. Time and date and everything else is in there. The CID numbers of all our callers show in BCM monitor. I also have RCC5 server by Itel and the full CID is in there as well. The phone even shows the number CID for 3 seconds when the call rings then goes away. Crazy.

Anyone seen a problem like this before? Need some help here.

 

[snd1234]

It is definitely something about ICC and how it hands off the call to the agent's DN.

If I remove the target line from ICC altogether and assign as a simple DID to a DN then the full CID (name, number, line, time, etc) is there in the DN's call log.

If the call comes to the same DN through contact center then in call log there is a little phone icon by the name of the caller. If you hit MORE it brings up the date/time of the caller. Then hit MORE again and it bring up the name of the skillset. MORE one more time just starts over at the name again. The caller's number should show after the name as you hit MORE in Call Log.

It's so stupid too because the caller's number shows for a very fast 2 seconds right when the agent's phone rings then it switches right away to the name of the skillset and stays there. So now all my users are raging uncontrollably and don't understand why I can't give them the number or find it in the call log. If I do a F813 (CallLogIT) on the ICC call it still logs the same information.

 

[snd1234]

OK, so the problem is in the ring group I'm using to switch the DID between the AA and ICC.

We use a ring group to send callers to the ICC when we are in a telethon. When the night ring is ON it goes to the ICC system DN. When the night ring is off it goes to the AA DN. If I unwind the night ring aspect and just send the calls on that DID straight to ICC the fuller CID is shown. When using night ring the CID starts out with number and no name then changes quickly to name and no number.

This night ring mechanism worked perfectly on the BCM400 but same setup on BCM450 mangles CID.