11-07-2013 09:10 AM - edited 03-14-2019 12:42 PM
We're working on an agent to agent transfer script where we want to queue the call directly into an agent. However, using DNP we lose the what the agent originally dialed and we only see the DN configured in ICM. Anyone gotten this to work or know if I'm missing something?
DNP: 555? Dialed Number: CUCM.A2A
Agent A dialed 5559, which hits our script, but we can't see who the agent wants to call.
david
Solved! Go to Solution.
11-22-2013 09:29 AM
Just noticed something in the Installation and Configuration guide...
Do you have the DNP number set as a "PBX" type number?
Agent-to-Agent Conferences
If the conference is to a specific agent, then the agent requesting the conference must enter the agent ID into the conference dialog box. The DNP entry matching the dialed number (agent ID) must have DNP type equal to PBX. This causes the PIM to place the dialed number (agent ID) into the Caller-Entered Digits (CED) field before it sends the route request to the Router. In the script editor, use the agent-to-agent routing node and specify the CED field as the location of the agent ID so that the Router will route this call properly.
-Jameson
11-11-2013 08:15 AM
Check the Caller Entered Digits, that will usually hold what Agent A dialed.
-Jameson
11-11-2013 08:45 AM
11-11-2013 08:52 AM
Hmm, not sure. Have you tried just delivering a test call through DNP to an agent and see if the number you dialed shows in any CTIOS Agent Desktop fields?
-Jameson
11-11-2013 07:19 PM
Yep, the number which shows up is the number configured in Config Manager the one with the DN>CT mapping. I'm looking for either creative ideas or something I might have missed. We have a work around, but it's not the best.
david
11-22-2013 09:29 AM
Just noticed something in the Installation and Configuration guide...
Do you have the DNP number set as a "PBX" type number?
Agent-to-Agent Conferences
If the conference is to a specific agent, then the agent requesting the conference must enter the agent ID into the conference dialog box. The DNP entry matching the dialed number (agent ID) must have DNP type equal to PBX. This causes the PIM to place the dialed number (agent ID) into the Caller-Entered Digits (CED) field before it sends the route request to the Router. In the script editor, use the agent-to-agent routing node and specify the CED field as the location of the agent ID so that the Router will route this call properly.
-Jameson
11-22-2013 09:33 AM
Interesting, interesting, we have it set to International, let me try that out and see what happens. Thank you! I'll bump you up to 5 if it works.
david
11-22-2013 12:11 PM
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