홈앤쇼핑

수동 Outbound 콜 고객번호가 아닌 내선번호로 녹취 데이터 저장되는 케이스

현재 현업에서는 WEB청취 페이지를 사용하지 않고 상담 APP에서 청취하고 있는 상태며 녹취 Key값만 호출하여 청취함으로 현재까지 현업이 인지를 하지못한 상태로 예상됨　

CNET_GATE.exe (수정한날짜 : 2022‎년 ‎7‎월 ‎28‎일 ‎목요일, ‏‎오전 10:57:24 / 크기 : 202KB (207,360 바이트) )

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<고객 전화번호로 남은 케이스> / CTI 전문 수신 후 APP 전문 수신 : 정상

12-00-23(563):12-00-23(547):Connect_Call_Make:시작 ch=[022] Phone=[53074] rec_set=[0] ANI=[] size=[0] clogset=[2] CONID=[]
12-00-23(563):12-00-23(547):시작 ch=[022] Phone=[53074] rec_set=[0] ANI=[] size=[0] clogset=[2] CONID=[]
12-00-23(563):12-00-23(547):CH=[022] Phone=[53074] AP_OUTBOUND
12-00-23(563):12-00-23(547):CH=[022] Phone=[53074] AP_OUTBOUNDCH=[022] Phone=[53074] ACD in_out=1 cnt=[1] ani=[9] size=0 ANI=[] trans=[0]
12-00-23(563):12-00-23(547):CH=[022] Phone=[53074] ACD in_out=1 cnt=[11] ani=[01025101237] size=0 ANI=[] trans=[0]
12-00-23(563):12-00-23(547):CH=[022] Phone=[53074] ACD in_out=1 cnt=[11] ani=[01025101237] size=0 ANI=[] trans=[0]ACD_OUT CH=[022] Phone=[53074] VOIP in_out=1 cnt=[11] ani=[01025101237] size=30 tran_sgnal=[0] num3=[]
12-00-38(036):12-00-38(021):CH=[022] Phone=[53074] AP_OUTBOUND
12-00-38(036):12-00-38(021):CH=[022] Phone=[53074] AP_OUTBOUNDCH=[022] Phone=[53074] ACD in_out=1 cnt=[1] ani=[9] size=247508 ANI=[01025101237] trans=[0]
12-00-38(036):12-00-38(021):CH=[022] Phone=[53074] ACD in_out=1 cnt=[11] ani=[01025101237] size=247508 ANI=[01025101237] trans=[0]
12-00-38(036):12-00-38(021):CH=[022] Phone=[53074] ACD in_out=1 cnt=[11] ani=[01025101237] size=247508 ANI=[01025101237] trans=[0]ACD_OUT CH=[022] Phone=[53074] VOIP in_out=1 cnt=[11] ani=[01025101237] size=30 tran_sgnal=[0] num3=[]

//CTI 전문 수신
12-00-38(068):12-00-38(052):CTMP/1/ctmpEK_Established/6/53074/15111002/1826/53074/53074/53074/1/6260#01051883235#########01900##################/  /
12-00-38(068):12-00-38(052):Connect_Call_Make:시작 ch=[022] Phone=[53074] rec_set=[1] ANI=[53074] size=[248196] clogset=[2] CONID=[1826]
12-00-38(114):12-00-38(099):APP UDP chdev=[22] PHONE=[53074] RECV =[REC1|20241202120037|53074|15111002|이길자|01025101237|I| | | | |2024120212003715111002|01025101237| | | | | | | | |] 

//APP 전문 수신
12-00-38(114):12-00-38(099):REC1|20241202120037|53074|15111002|이길자|01025101237|I| | | | |2024120212003715111002|01025101237| | | | | | | | |
12-02-49(068):12-02-49(053):종료 ch=[022] Phone=[53074] ID=[15111002] rec_set=1 ANI/DNIS=[01025101237] size=[2501396] clogset=[2] signal=[35] tx_rtp=[7269] rx_rtp=[7274] filename=[D:\RECDATA\20241202\12\20241202120023_53074.tx] CONNECT_SUCCESS=1 CONID=[1826] Voice_Time=131 save_fp=1 
12-02-49(115):12-02-49(099):CTMP/2/ctmpEK_ConnectionCleared/3/53074/15111002/1826/53074/53074/53074/01/6260#01051883235#########01900##################/63297096/
12-02-49(178):12-02-49(162):APP UDP chdev=[22] PHONE=[53074] RECV =[REC2|20241202120037|53074|15111002|이길자|01025101237|I| | | | |2024120212003715111002|01025101237| | | | | | | | |] 
12-02-49(178):12-02-49(162):REC2|20241202120037|53074|15111002|이길자|01025101237|I| | | | |2024120212003715111002|01025101237| | | | | | | | |


<내선번호 전화번호가 남은 케이스> / APP전문 수신 후 CTI 전문 수신 : 비정상

12-00-23(557):12-00-23(541):Connect_Call_Make:시작 ch=[022] Phone=[53074] rec_set=[0] ANI=[] size=[0] clogset=[2] CONID=[]
12-00-23(557):12-00-23(541):시작 ch=[022] Phone=[53074] rec_set=[0] ANI=[] size=[0] clogset=[2] CONID=[]
12-00-23(557):12-00-23(541):Connect_Call_Make:시작 ch=[022] Phone=[53074] rec_set=[1] ANI=[] size=[0] clogset=[2] CONID=[]
12-00-23(588):12-00-23(573):CH=[022] Phone=[53074] AP_OUTBOUND
12-00-23(588):12-00-23(573):CH=[022] Phone=[53074] AP_OUTBOUNDCH=[022] Phone=[53074] ACD in_out=1 cnt=[1] ani=[9] size=0 ANI=[] trans=[0]
12-00-23(588):12-00-23(573):CH=[022] Phone=[53074] ACD in_out=1 cnt=[11] ani=[01025101237] size=0 ANI=[] trans=[0]
12-00-23(588):12-00-23(573):CH=[022] Phone=[53074] ACD in_out=1 cnt=[11] ani=[01025101237] size=0 ANI=[] trans=[0]ACD_OUT CH=[022] Phone=[53074] VOIP in_out=1 cnt=[11] ani=[01025101237] size=30 tran_sgnal=[0] num3=[]
12-00-38(047):12-00-38(031):CH=[022] Phone=[53074] AP_OUTBOUND
12-00-38(047):12-00-38(031):CH=[022] Phone=[53074] AP_OUTBOUNDCH=[022] Phone=[53074] ACD in_out=1 cnt=[1] ani=[9] size=247852 ANI=[01025101237] trans=[0]
12-00-38(047):12-00-38(031):CH=[022] Phone=[53074] ACD in_out=1 cnt=[11] ani=[01025101237] size=247852 ANI=[01025101237] trans=[0]
12-00-38(047):12-00-38(031):CH=[022] Phone=[53074] ACD in_out=1 cnt=[11] ani=[01025101237] size=247852 ANI=[01025101237] trans=[0]ACD_OUT CH=[022] Phone=[53074] VOIP in_out=1 cnt=[11] ani=[01025101237] size=30 tran_sgnal=[0] num3=[]
12-00-38(109):12-00-38(094):APP UDP chdev=[22] PHONE=[53074] RECV =[REC1|20241202120037|53074|15111002|이길자|01025101237|I| | | | |2024120212003715111002|01025101237| | | | | | | | |] 

//APP 전문 수신
12-00-38(109):12-00-38(094):REC1|20241202120037|53074|15111002|이길자|01025101237|I| | | | |2024120212003715111002|01025101237| | | | | | | | |
12-00-38(172):12-00-38(156):Connect_Call_Make:시작 ch=[022] Phone=[53074] rec_set=[1] ANI=[53074] size=[249916] clogset=[2] CONID=[1826]

//CTI 전문 수신
12-00-38(265):12-00-38(203):CTMP/1/ctmpEK_Established/6/53074/15111002/1826/53074/53074/53074/1/6260#01051883235#########01900##################/  /
12-02-49(068):12-02-49(053):종료 ch=[022] Phone=[53074] ID=[15111002] rec_set=1 ANI/DNIS=[53074] size=[2501052] clogset=[2] signal=[36] tx_rtp=[7268] rx_rtp=[7273] filename=[D:\RECDATA\20241202\12\20241202120023_53074.tx] CONNECT_SUCCESS=1 CONID=[1826] Voice_Time=131 save_fp=1 
12-02-49(131):12-02-49(115):CTMP/2/ctmpEK_ConnectionCleared/3/53074/15111002/1826/53074/53074/53074/01/6260#01051883235#########01900##################/64083528/
12-02-49(193):12-02-49(178):APP UDP chdev=[22] PHONE=[53074] RECV =[REC2|20241202120037|53074|15111002|이길자|01025101237|I| | | | |2024120212003715111002|01025101237| | | | | | | | |] 
12-02-49(193):12-02-49(178):REC2|20241202120037|53074|15111002|이길자|01025101237|I| | | | |2024120212003715111002|01025101237| | | | | | | | |

- 수동으로 전화기를 제어하여 근무하는 케이스이며 CTI Event가 APP Event 전문 보다 나중에 인입 되어 마지막 데이터로 업데이트
 되는 상황으로 예상

- 담당자가 CTI사번체계 변경관련하여 테스트중에 아웃바운드 콜에서 고객번호가 아닌 내선번호로 남는경우 접수

- 인바운드 업무는 정상

(12/04)
- 로그 분석 진행 

- 수동으로 전화기를 제어하여 근무하는 케이스이며 CTI Event가 APP Event 전문 보다 나중에 인입되어 마지막 데이터로 업데이트

  되는 상황으로 확인

 -> 현재 녹취 프로세스 버전에서 아웃바운드 콜은 CTI 전문 otherparty 값을 참조하고 있는 상태
 -> 23년 1월에 적용한 nxcapi.dll은 아웃바운드 콜시 thirdParty값에 실제 전화번호가 존재
 -> CTI의 ctype이 1인 경우 인바운드 콜 (otherparty값이 전화번호) 
 -> CTI의 ctype이 2인 경우 아웃바운드 콜 (thirdParty값이 전화번호) 

- 과거 이력 확인 결과 퇴사자에서 손정길 매니저에게 인수인계 과정 중 발생했었던 것으로 추정되며, 현재 약 2년 가까이 접수가 

  없었다가 이번 CTI 사번 체계 변경 관련 테스트 도중 확인 요청

- 현업에서 녹취 청취 관련 데이터에 문제가 되었다면 진작 접수가 되었을 상황인데 현업에서는 WEB청취 페이지를 사용하지 않고 

  상담 APP에서 청취하고 있는 상태며 녹취 Key값만 호출하여 청취함으로 현재까지 현업이 인지를 하지못한 상태로 예상

(12/05)

- 로그 복호화하여 재 전달 진행

(과거 이력 확인 내용)
1. 22년 5월경 

- 오라클 녹취프로그램 버전과 nxcapi.dll을 전달 받음 (퇴사자 -> 손정길M)
- Cnet_DB_Server.exe / CNET_GATE.exe / Cnet_PACKET.exe / CREC_APP.exe / CREC_MAIN_VOICE.exe

2. 23년 1월경 
- 녹취 DB변경(postgresql->oracle) 작업 및 녹취프로그램 변경 (손정길M)
- 신규 오라클 프로그램 과 신규 nxcapi.dll이 적용됨 (CTI 서버가 업그레이드된다는 내용 전달 받지 못하고 nxcapi.dll 만 전달받아 적용 진행)

3. 24년 12월 4일
- 테스트 도중 아웃바운드콜에서 내선번호로 남는 경우 문의 받음 (담당자 질의) 
- 녹취 시스템 로그 확인 진행

(12/06)

- 프로세스 수정 및 개발 테스트 가능 여부 확인

- 개발 서버 Event 테스트 완료

(2/19)

- CNET_GATE.exe 프로세스 백업 서버에 적용 후 메인 작업