Created by: Muhammad Adil Malik on 31-05-2011 01:10:07 AM Hi, we had developed a customized cti client using .net cil, the senario is agent wanted to transfer a call to the supervisor: 1. Agent dial through agents MakeCall function 2. If the supervisor answers the call all of things are fine but if he does not picks up the call means the bells are ringing on the supervisor pc. How can we disconnect that call so that the agent can unhold the orignal call and talk to customer. Thanks
Subject: RE: New Message from Muhammad Adil Malik in Computer Telephony Integration Replied by: David Lender on 31-05-2011 08:36:14 AM Seems some steps are missing from your scenario.
If the scenario is
1. Inbound customer call answered by agent
2. Agent puts call on hold
3. Agent uses makecall to call supervisor
4. Supervisor doesn¿t answer so agent releases supervisor call
5. Agent retrieves customer call
Is step 4 failing? Can you reproduce the scenario with the out of box CTIOS Agent desktop?
Subject: RE: New Message from Muhammad Adil Malik in Computer Telephony Integration Replied by: David Lender on 01-06-2011 09:03:24 AM Make sure you are using the right call object when disconnecting the call. Make the consult call the current call before disconnecting.
Subject: RE: New Message from Muhammad Adil Malik in Computer Telephony Integration Replied by: Muhammad Adil Malik on 01-06-2011 02:13:07 AM Hi David, Thanks for your reply i only wanted to know that if the second call in ringing state, how can we disconnect that call as if i am calling the session's current call disconnect method it disconnects the customers call not the second call that is in ringing state.
Seems some steps are missing from your scenario.
If the scenario is
1. Inbound customer call answered by agent
2. Agent puts call on hold
3. Agent uses makecall to call supervisor
4. Supervisor doesn¿t answer so agent releases supervisor call
5. Agent retrieves customer call
Is step 4 failing? Can you reproduce the scenario with the out of box CTIOS Agent desktop?
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