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Internal call transfer

Hi there,

If a customer gets in the wrong queue the agent transfers the customer to the correct queue by transferring the call to a script that just puts the call into the desire queue.

At the moment this means that every time an agent transfers a call into another queue it shows up in the reports as an new call.

Is there anyway way in the reports internal transfers can be distinguished from an external call?

Thanks

Alexis

http://www.netpacket.co.uk/ http://www.blog.netpacket.co.uk/
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Internal call transfer

The call will be always showed up as new call. The only thing you can try is creating a custom report to know if the call is an internal transfer or an external call.

If you check the 'ContactCallDetail' table, the sessionID will be the same for every leg of the call. When you transfer the call to another script, the sessionID will not change.

Please, check the database schema for more information:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx70dbschema.pdf

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