UCCE_CVP Agent Transfer calling & caller ID display problem

[Srinivas Divakar K]

1 CALLER DIALS A TFN, FOR EXAMPLE 8009999999
2 CALL GOES TO CALL FLOW AND ENDS UP WITH AGENT A
3 AGENT A CONFERENCES THE CALL TO 123123123 ( ICM Script Dialed Number)
4 123123123 Script runs AND THEN AGENT B ANSWERS
5  AGENT A COMPLETES THE CONFERENCE AND HANGS UP
6  LEAVING THE ORIGINAL CALLER AND AGENT B ON THE LINE

Step 6 does not show up in CDR in call manager and does not record in NICE

UCCE 11.5 , CVP 11.5 , Finesse - version

Please advise

[geoff]

I seeing a conference used in this scenario when it is not really mecessary. Verify if the following works for you and NICE can record caller talking to agent B.

1 CALLER DIALS A TFN, FOR EXAMPLE 8009999999
2 CALL GOES TO CALL FLOW AND ENDS UP WITH AGENT A
3 AGENT A STARTS A CONSULTATIVE TRANSFER TO 123123123 ( ICM Script Dialed Number)
4 123123123 Script runs - CALLER IS ON HOLD
5 AGENT B ANSWERS. AGENT A AND AGENT B TALK
6 AGENT A COMPLETES THE TRANSFER
7 AGENT A IS NO LONGER ON THE CALL
8 ORIGINAL CALLER IS TALKING TO AGENT B

Regards,

Geoff

[Srinivas Divakar K]

Sure geoff