We are inquiring on behalf of our client. Normally, inquiries should be made by the telephone infrastructure personnel contracted by the client, but due to contractual obligations, we are making the inquiry in their place.

We would like to know what kind of information fields are included in the CTI when an external call received in CUCM (Cisco Unified Communications Manager) is transferred to Avaya, as indicated by the green wavy arrow in the attached image.

We understand that this question involves a third-party PBX and might be outside your capacity to answer. However, if you have any knowledge on this, could you please inform us about the kind of AES event logs that would be returned?

Additionally, if we were to conduct an investigation on the call flow provided, what approach should we take? Any suggestions you can provide would be greatly appreciated (for example, turning on AES trace logs).

Thank you for your assistance.

First to enable TSAPI tracing see this FAQ https://www.devconnectprogram.com/site/global/products_resources/avaya_aura_application_enablement_services/support/faq/tsapi/index.gsp?tab=general&accordion=faq-5-collapse

JTAPI utilizes TSAPI within AE Services, so that will show you what is occurring.

I am unable to read the chinese characters in the diagram and do not have access to someone who can. It reads like someone on the right places a call into sales office 1 which is sent to CUCM and delivered to a 'CC (agent?). 'That agent appears to transfer the call back to the Avaya sales office where it is delivered to a 'sales office 1(agent?).' To understand what information CUCM sends to Avaya you would want to create monitors on 'sales office 1 agent,'and perhaps on a Vector Directory Number that is used to handle the call before distributing it to sales office 1 agents. (two separate monitors - use 'monitor calls via device' for the VDN monitor).

As to the content of the CTI messaging, that is hard to say. We do not have exposure to how Cisco and Genesys manage call information. It would be best to simply create a test bed and enable the tracing and run whatever call scenarios you need and observe what data Cisco is sending to Avaya. Given with CTI there are a number of ways to do a transfer, and a number of configuration possibilites with respect to handling other out of band meta data the possibilities with the information that is provided are pretty open ended (there are a lot of them). The original calling party information may or may not be available, or it could be substituted by the CUCM CC agent information. There may be UCID information from when the call was handled by the Avaya system before it was sent to CUCM - there may not. CUCM may have attached UUI information - it may not have - Things could be configured so that in the first call let Avaya added UUI, Cisco may pass that back to Avaya as the call is transfered, or it could replace it. Digit manipulation may have changed calling or called party numbers from what the originating system sent. etcetera. I really can not guess my way to a useful answer here so much depends on system configuration, and intent, and need. At a minimum I would expect calling and called numbers. However calling may be the original number (unlikely) or it could be CUCM CC Agent's number. UCID could be from the first call leg in Avaya, or it could be a new UCID and teh two values only associatable based on information provided by the CUCM CTI event stream.