Conference Calls are not being Correlated in Particular Scenario

Hi Everyone,

   Hope you all will be fine and doing great.

I am working with Cisco media-sense. I am trying to correlated calls based upon their's 'xRefCi' but Conference Call Scenario is not working fine just in one particular case. We are using Ip Phones for the testing of it. These are:

42021 (Recording is Enabled, So will be treated as an Agent)

42022 (Recording is NOT Enabled, So will be treated as a User)

42251  (Recording is Enabled, So will be treated as an Agent)

So,  User 42022 makes call to Agent 42251 and 42551 adds Agent 42021 in Conference Call. We have the following results in the following scenarios:

Scenario#01:Customer 42022 Ends Conference Call at the End (Successful). In this scenario all the calls related to a conference call are correlated successfully.

Scenario#02: Agent 42251 End Conference Call at the End (Successful). In this scenario all the calls related to a conference call are correlated successfully.

Scenario#03: Agent 42021 End Conference Call at the End (Un-Successfull). So, in third Scenario calls are not being correlated as we are getting irrelevant 'xRefCi' which is not allowing all calls to be correlated as these all calls belong to same conference call. Please see the image below to understand that how calls are being correlated:

In all of the above scenarios, I extracted the 'xRefCi' from the notification received from mediasense (subscription). Please guide me If any one knows why I am getting this strange scenario. Thanks

P.S. I can also share all the notifications related to these calls, If required.

Hi Bilal,

Thanks for contacting MediaSense Team.

We executed all the 3 scenarios reported by you in our lab.

In the 3rd scenario (where Agent 2 ends the conference call), you are actually running into such a scenario where the XRefCi’s are stamped on the tracks by CUCM on matching the DeviceRef (i.e. extension) fields during the relevant Time Frame, in such a fashion that results into creation of recording sessions on MediaSense with distinct sets of XRefCI’s as provided by CUCM.

We term such a call as "Weakly associated call", and correlating such calls is currently not supported by MediaSense.

Please find below the difference in logic of XRefCI’s stamped on the tracks by CUCM in conference scenarios #2 and #3 :-

Scenario 2

Customer calls Agent1

Agent1 does consult call to Agent2

Agent2 joins and conference begins

Agent2 leaves the conference.

Agent1 ends the call

In this scenario, the XRefCis as provided by CUCM are stamped in following fashion:-

• Session 4’s near-end XRefCi will be equal to Session 1’s near-end XRefCi.
• Session 5’s near-end XRefCi will be equal to Session 3’s near-end XRefCi.
• Session 6’s near-end XRefCi will be equal to Session 5’s near-end XRefCi. (because only B is left as forking party after the conference is over.)

Scenario 3:-

Customer calls Agent1

Agent1 does consult call to Agent2

Agent2 joins and conference begins

Agent2 leaves the conference.

  Agent2 ends the call

In this scenario, the XRefCis as provided by CUCM are stamped in following fashion:-

• Session 4’s near-end XRefCi will be equal to Session 1’s near-end XRefCi.
• Session 5’s near-end XRefCi will be equal to Session 3’s near-end XRefCi.
• Session 6’s near-end XRefCi will be equal to Session 4’s near-end XRefCi. (because only A is left as forking party after the conference is over.)

However, as a workaround, you may please try to execute the Conference scenario #3 with a slight change:-

After Agent A answers the Customer C's call, A puts C on hold explicitly (C listens Music on Hold). Then A places a new consultative call to Agent B. Then finally A puts everyone on conference. Then let B (2nd Agent) drop off from the conference call. In such a scenario, due to the explicit hold by A to C, the CUCM stamps XRefCI’s on the tracks in such a way making the call as a "Strongly associated call". Such a call's every recording session would be correlated by MediaSense call-association.

Please let us know in case of any further queries or information required.

Thanks & Regards

Ivan Mandal

MediaSense Team