Cisco Unified Intelligent Contact Management Enterprise

The Termination Call Detail record contains information about how a call is handled at a peripheral. This document describes possible reasons why the value of the RouterCallKey field in the Termination_Call_ Detail (TCD) record is set to zero in the Cisco Intelligent Contact Management (ICM) environment.

A. ICM creates the RouterCallKey value, which represents a call key counter. This value, combined with the RouterCallKeyDay field (in ICM version 5.0) or the Day field (in ICM version 4.6.2 and earlier), forms the unique portion of the 64-bit key for the call. The ICM software resets the RouterCallKey at midnight.

For post-routed or translation-routed calls, the RouterCallKey field contains a non-zero value in the TCD records. A value for RouteCallDetail is present in the TCD record only for calls that are post routed or translation routed. In other situations, the TCD record is created with the RouterCallKey field set to zero. In general, if ICM does not route a call, the call has no routing information. Therefore, the RouterCallKey value is set to zero for calls such as:

• Agent-to-agent calls.
• Any calls, either internal or external, that are dialed directly to the ACD extension of an agent.

The value in the RouterCallKey field can be zero is some other scenarios also.