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Beginner

Finesse - Call Transfer - Gives error

The agent has a Cisco 8851 phone and uses finesse. 

 

Calls come into the CSQ and assigned to agent,
In Finesse, agent hits direct transfer, enters phone number, and hits transfer.
Receives red bar across Finesse with a message that says "Error" and does not transfer.

This issue does not appear to affect anyone else.
Agent has tried restarting desk phone and restarted Finesse

Issue occurs on most calls, though some will transfer as they are supposed to.
the transfers that fail and work happen to different numbers.

User is able to manually transfer the call by using the desk phone without fail.

 

Any suggestions on where to look? Anything within CUCM or UCCX or do I need to jump straight to RTMT?

2 REPLIES 2
Beginner

Re: Finesse - Call Transfer - Gives error

i would start with the CUCM

Beginner

Re: Finesse - Call Transfer - Gives error

Anywhere in particular I should look? The user is configured the same as many other agents that are not reporting the problem. Agents are using chrome for finesse.

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