Trans_Type 5

[dass2]

Hi All,

we are in a situation where reports are showing that some agents have handled calls in particular applications. The applications however do not contain any agent groups??? When running a report the only thing I can pick up on is that the Trans_type is 5 which is an anti-tromboning feature... What would show an agent handling a call in an application which contains no resource for handling calls?

 

[chris13]

Hi,

the call with trans_type 5 is the 3rd record of a call which experienced anti-trunk-tromboning.
Don't know your setup, but this is what we had:

1) incoming call on TrkGrp 1
App 1, CCT1: Transfer to IVR on TrkGrp2
CDR: disposition=6, trans_type=1, app=1

2) incoming call from IVR on TrkGrp2
App 2, CCT2: queues call, connects to agent
CDR: disposition=4(5), trans_type=1, app=2

3) Anti-trunk-tromboning takes place some seconds after
the call is connected to an agent for at least 90s.
The system creates a new connection (3) between the
original channel on TrkGrp1 and the agent.
Both calls to (1) and from (2) IVR on TrkGrp2 end now, their CDRs will have cflag2=F (terminated by anti-trun-tromboning).

Connection (3) is a new call with its own CDR. It counts in the application where the original call(1) was handled.
CDR: disposition=4(5), trans_type=5, app=1
orig = channel no. of call(1) and
dest = agent from call(2).
It will have the same track_num as call(1), but seq_num=2

That's where you see calls counting for an application, even when there are no select-agent steps in the associated cct.

Reports are big fun in a setup like that if you need talk_time and wrapup_time for each call...