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UCCX 10 - agent transfer up a tier in the call center

I am trying to figure out with UCCX and Finesse how to transfer calls up to the next tier.  Agent A in tier 1 has exhausted their capabilities, they need to transfer the call to Agent B in the tier 2 of the call center.  This call is a transfer to the agent they have found through IM to help them and not to a queue.  I would like to have all of the "user ecc" variables transferred to the Agent B, we don't want the caller to have to repeat any information.  How do I do this?  They are both on the same CUCM & UCCX cluster, inside of the same call center.

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Cisco Employee

Not Possible if Agent 1 will

Not Possible if Agent 1 will be doing direct transfer to Agent 2 as UCCX is out of picture at this point since it is a Non ACD call (Normal IP Phone-IP Phone call)

Possible if Agent 1 will be transferring the call into the queue which then triggers the script and Agent 2 is selected as part of the Select Resource step from that script

Sample Video:

https://www.youtube.com/watch?v=9HXivETA8bE

More information can be found in the Scripting Guides available at below link:

http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-programming-reference-guides-list.html

If Agent 1 can find the contact details of Agent 2 through IM, then they can also let Agent 2 know about all the ECC variables details through IM as well.

Regards

Deepak

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