The agents in our call center frequently transfer calls to other agents within the Call Center when they don't have the expertise to fully respond to the incoming call. The Digits Dialed field, however, only indicates a general telephone number for the IVR rather than the specific telephone number of the agent who is expected to receive the transfer. Is there a technical modification that would show the telephone number of the specific agent receiving the transfer rather than the IVR number ? Or is there a technique that the agents should be using to identify the specific agent that are transferring to within the database ? We are using Finess with CUCM 12.5.
Thank you.
