UCaaS CCaaS Monitoring

UCaaS CCaaS Monitoring enables you to view the correlated calls made from PSTN to UCaaS CCaaS applications and conversely too.

Currently, we support only Microsoft Teams such as, correlation of Direct Routing (DR) calls received from SBC with the call record received from Microsoft Teams (using Microsoft Graph Service). Correlation is done based on a unique correlation ID which is present in the SIP call received from SBC and the call records details received from Microsoft Teams (MS Teams). The call records also contain information of media details that are displayed in the Calls Info window of a correlated Direct Routing call. The message flow includes a new leg which refers to the UCaaS CCaaS leg for a correlated Direct Routing call.

Identifying MS Teams Direct Routing Calls in Operations Monitor

Mediation Engine process identifies a call as a Direct Routing call if the x-i parameter in the contact header of the SIP message is present and the X-MS-TenantId is absent.

If the contact header has the x-i parameter and X-MS-TenantId header is not present in the SIP message, then the call is considered as a Direct Routing call, and the value of the x-i parameter is saved and used for correlating the SIP call with the Graph data received from Microsoft graph.

The x-i parameter in the contact header is used as a correlation ID to correlate the Direct Routing call record information from Microsoft graph with the SIP calls. The x-i parameter is present in the contact header of the Invite message if the call is initiated from the MS Teams. If call is initiated from the PSTN then the x-i parameter is present in the contact header of the response messages 1xx (except 100 trying)/2xx/3xx/4xx/5xx/6xx responses.

To enable this feature follow the instructions provided in the section UCaaS CCaaS Activation.