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Understanding unusual CDR records

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I have a usual situation where caller reaches the Auto Attendant, Connects to Agent, Agent Transfers to another Agent.

 

Typically under states, this would be represented as: Attendant > ACD > Attendant

 

That being said, I have a number of records that show: Attendant > Attendant (which at a glance appears to be an internal call) - I dont understand why it is represented this way because clearly under the Trunglegs there is clearly records of an calling dialing the ACD first.

 

I have pasted the CDR example below:

 

{
"_id" : ObjectId("5898fd2af15419f58ea30d82"),
"domain" : "example.com",
"callid" : "0_2827520363@10.0.0.46",
"from" : "\"Hugh Boss\" <sip:519@example.com>",
"to" : "\"John Smith\" <sip:504@example.com>",
"start" : ISODate("2017-02-06T22:47:39.419Z"),
"connect" : ISODate("2017-02-06T22:47:40.990Z"),
"end" : ISODate("2017-02-06T22:48:24.533Z"),
"trunklegs" : [
{
"direction" : "I",
"from" : "\"Hugh Boss\" <sip:519@example.com>",
"to" : "\"John Smith\" <sip:504@example.com>",
"remoteparty" : "\"XXXXXXXXXXX\" <sip:XXXXXXXXXXX@example.com>",
"localparty" : "\"ACD Inbound\" <sip:YYYYYYYYYYY@example.com>",
"trunk" : "6",
"cost" : "",
"start" : ISODate("2017-02-06T22:45:48.579Z"),
"connect" : ISODate("2017-02-06T22:45:49.581Z"),
"end" : ISODate("2017-02-06T22:48:24.498Z"),
"ipadr" : "udp:0.0.0.0:5060",
"quality" : "essionReport: CallTerm\r\nLocalMetrics:\r\nTimestamps:START=2017-02-06T22:45:49Z STOP=2017-02-06T22:48:24Z\r\nCallID:3c46-439-162017224535-img02-fme1-1-59.86.190.134\r\nFromID:\"XXXXXXXXXXX\"<sip:XXXXXXXXXXX@0.0.0.0;user=phone;noa=national>;tag=28528693-co6045-INS001\r\nToID:<sip:YYYYYYYYYYY@;user=phone>;tag=843c4cbd84\r\nSessionDesc:PT=8 PD=PCMA SR=8000 FD=20 FO=160 FPP=1 PPS=50 PLC=3\r\nLocalAddr:IP= PORT=41796 SSRC=0x43c20cdb\r\nRemoteAddr:IP=0.0.0.0 PORT=18626 SSRC=0x09965046\r\nx-UserAgent:Vodia-PBX/5.5.4\r\nx-SIPterm:SDC=OK SDR=AN\r\nPacketLoss:NLR=0.0 JDR=0.0\r\nBurstGapLoss:BLD=0.0 BD=0 GLD=0.0 GD=0 GMIN=16\r\nDelay:RTD=13 ESD=0 IAJ=2\r\nQualityEst:MOSLQ=4.1 MOSCQ=4.1\r\nPCM",
"cmc" : "",
"extension" : "",
"extension-name" : "",
"codec" : "A/8000",
"mos" : "41"
}
],
"extensionlegs" : [
undefined,
{
"callid" : "3c46-439-162017224535-img02-fme1-1-59.86.190.134",
"from" : "\"XXXXXXXXXXX\" <sip:XXXXXXXXXXX@example.com>",
"to" : "\"ACD Inbound\" <sip:YYYYYYYYYYY@example.com>",
"direction" : "O",
"extension" : "519",
"extension-name" : "Hugh Boss",
"redirect" : "\"ACD Inbound\" <sip:YYYYYYYYYYY@example.com>",
"idle" : 0,
"start" : ISODate("2017-02-06T22:46:20.959Z"),
"connect" : ISODate("2017-02-06T22:46:23.004Z"),
"end" : ISODate("2017-02-06T22:47:43.330Z"),
"ipadr" : "udp:10.0.0.46:5060",
"quality" : "VQSessionReport: CallTerm\r\nLocalMetrics:\r\nTimestamps:START=2017-02-06T22:46:23Z STOP=2017-02-06T22:47:43Z\r\nCallID:0926a994@pbx\r\nFromID:\"ACD Inbound\" <sip:YYYYYYYYYYY@example.com>;tag=1728609211\r\nToID:\"Ext Conv [1] (XXXXXXXXXXX)\" <sip:XXXXXXXXXXX@example.com>;tag=995201706\r\nSessionDesc:PT=8 PD=PCMA SR=8000 FD=20 FO=0 FPP=1 PPS=50 PLC=3\r\nLocalAddr:IP= PORT=26368 SSRC=0x694e5c89\r\nRemoteAddr:IP=0.0.0.0 PORT=11900 SSRC=0x7664a04f\r\nx-UserAgent:Vodia-PBX/5.5.4\r\nx-SIPmetrics:SVA=RG SRD=51\r\nx-SIPterm:SDC=OK SDD=35 SDR=OR\r\nPacketLoss:NLR=0.0 JDR=0.0\r\nBurstGapLoss:BLD=0.0 BD=0 GLD=0.0 GD=0 GMIN=16\r\nDelay:RTD=24 ESD=0 IAJ=1\r\nQualityEst:MOSLQ=4.1 MOSCQ=4.1\r\n",
"type" : "r",
"cmc" : "",
"codec" : "PCMA/8000"
},
{
"callid" : "0_2827520363@10.0.0.46",
"from" : "\"Hugh Boss\" <sip:519@example.com>",
"to" : "\"John Smith\" <sip:504@example.com>",
"direction" : "I",
"extension" : "519",
"extension-name" : "Hugh Boss",
"redirect" : "\"John Smith\" <sip:504@example.com>",
"idle" : 121,
"start" : ISODate("2017-02-06T22:47:39.419Z"),
"connect" : ISODate("2017-02-06T22:47:40.992Z"),
"end" : ISODate("2017-02-06T22:47:43.312Z"),
"ipadr" : "tcp:0.0.0.0:12043",
"quality" : "VQSessionReport: CallTerm\r\nLocalMetrics:\r\nTimestamps:START=2017-02-06T22:47:41Z STOP=2017-02-06T22:47:43Z\r\nCallID:0_2827520363@10.0.0.46\r\nFromID:\"Hugh Boss\" <sip:519@example.com:5060>;tag=2396606693\r\nToID:<sip:504@example.com:5060;user=phone>;tag=5d60bc39d1\r\nSessionDesc:PT=8 PD=PCMA SR=8000 FD=20 FO=160 FPP=1 PPS=50 PLC=3\r\nLocalAddr:IP= PORT=18424 SSRC=0x9c8fea84\r\nRemoteAddr:IP=0.0.0.0 PORT=11902 SSRC=0x72e95452\r\nx-UserAgent:Vodia-PBX/5.5.4\r\nx-SIPterm:SDC=OK SDD=18 SDR=OR\r\n",
"type" : "d",
"cmc" : "",
"codec" : "PCMA/8000"
},
{
"callid" : "0_2827520363@10.0.0.46",
"from" : "\"Hugh Boss\" <sip:519@example.com>",
"to" : "\"John Smith\" <sip:504@example.com>",
"direction" : "O",
"extension" : "504",
"extension-name" : "John Smith",
"redirect" : "\"John Smith\" <sip:504@example.com>",
"idle" : 217,
"start" : ISODate("2017-02-06T22:47:39.421Z"),
"connect" : ISODate("2017-02-06T22:47:40.990Z"),
"end" : ISODate("2017-02-06T22:48:24.517Z"),
"ipadr" : "udp:10.0.0.28:5060",
"quality" : "essionReport: CallTerm\r\nLocalMetrics:\r\nTimestamps:START=2017-02-06T22:47:43Z STOP=2017-02-06T22:48:24Z\r\nCallID:48fef2b8@pbx\r\nFromID:\"John Smith\" <sip:504@example.com>;tag=4285727097\r\nToID:\"Hugh Boss\" <sip:519@example.com>;tag=1469755171\r\nSessionDesc:PT=8 PD=PCMA SR=8000 FD=20 FO=160 FPP=1 PPS=50 PLC=3\r\nLocalAddr:IP= PORT=36148 SSRC=0x3f89d61a\r\nRemoteAddr:IP=0.0.0.0 PORT=11964 SSRC=0x5e240c56\r\nx-UserAgent:Vodia-PBX/5.5.4\r\nx-SIPmetrics:SVA=RG SRD=61\r\nx-SIPterm:SDC=OK SDD=18 SDR=OR\r\nPacketLoss:NLR=0.0 JDR=0.0\r\nBurstGapLoss:BLD=0.0 BD=0 GLD=0.0 GD=0 GMIN=16\r\nDelay:RTD=25 ESD=0 IAJ=0\r\nQualityEst:MOSLQ=4.1 MOSCQ=4.1\r\nPCM",
"type" : "r",
"cmc" : "",
"codec" : "A/8000"
}
],
"states" : [
{
"type" : "attendant",
"from" : "\"Hugh Boss\" <sip:519@example.com>",
"to" : "\"John Smith\" <sip:504@example.com>",
"language" : "",
"start" : ISODate("2017-02-06T22:47:43.315Z"),
"durationivr" : 0,
"durationring" : 1568,
"durationtalk" : 2325,
"durationhold" : 0,
"durationidle" : 221507,
"reason" : "",
"account" : "",
"extension" : "504",
"extension-name" : "John Smith"
},
{
"type" : "attendant",
"from" : "\"Hugh Boss\" <sip:519@example.com>",
"to" : "\"John Smith\" <sip:504@example.com>",
"language" : "",
"start" : ISODate("2017-02-06T22:48:24.533Z"),
"durationivr" : 0,
"durationring" : 1568,
"durationtalk" : 43543,
"durationhold" : 0,
"durationidle" : 1584,
"reason" : "",
"account" : "",
"extension" : "504",
"extension-name" : "John Smith"
}
]

 

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Well in the CDR there is no such thing as an agent, there are only extensions. Even when calling an extension directly, it shows up as Auto Attendant because behind the scenes, the Auto Attendant takes care about redirecting calls after some time, screening callers and other things. Are you sure it went through the ACD and not an auto attendant?

 

The "undefined" in the extension legs raises my attention. There should be no undefined.

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I have many of these types of records, and they all contain 'undefined'. Its definitely connecting to an ACD. Even on the PBX UI under call logs, its showing as an attendant call between two extension, but the fact is, it was actually an inbound ACD call. I dont quite know how to resolve this as it is incorrectly reporting ACD calls as Attendant.

 

To be more precise, this is the behavior i have noticed:

Scenario: Caller > Auto Attendant > Agent > Transfer >> Agent

 

root.from = Caller Number

root.to = DID (connected to ACD)

No trunk legs

The state array is not generating state for ACD. All i have is state for attendant. (where it would typically show 'attendant > ACD > XXX'

 

 

I am currently on 5.5.4, do you know if this is potentially a bug for this version, or if upgrading to the latest version will resolve the issue?

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There were some issues with the proper CDR reporting, it would be great if you can move to 56.0 or even 56.5 (CentOS64 or let us know what build you need).

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Ahh sorry root. is just the way I'm declaring my variable. Please see example below:

 

"_id" : ObjectId("58a37b44f15415a52070"),
"domain" : "example.com",
"callid" : "6090-11e5-1142017214721-bn01",
"from" : "\"61421790068\" <sip:XXXXXX@example.com",
"to" : "<sip:XXXXXXXXXX@example.com>",
"wuc" : "",
"start" : ISODate("2017-02-14T21:47:22.222Z"),
"connect" : ISODate("2017-02-14T21:47:22.223Z"),
"end" : ISODate("2017-02-14T21:48:53.619Z"),

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