Warm transfer issues with remote agents

[xristivaki]

Hello, my organization is experiencing issues with warm transfers to remote agents.

Here is the scenario: A call comes into a script that is routed to a queue and answered by an agent with no issue. This call is then warm transferred by the live agent to another queue, when the call is answered by a remote agent there is no audio on either end of the call.

This scenario is occurring with both call by call and nailed connections in Finesse. The remote agents are programmed as RCP and LCP extensions (Remote CTI Port Local CTI Port). We are working with Finesse 12.6 and CUCM 12.5.

There has been a work around, when you place the warm transferred call on hold and then resume the call, this seems to work. Has anyone else experienced this issue? Have you been able to do to resolve it?

[bill.king1]

Hi, are you referring to Mobile Agent (not just remote agent)? Also, is this UCCE and if so what version?
Do you have any agent who are remote that use a physical phone and/or Jabber/Webex App as the end point, and do they have the same issue?

Lastly, do you have the issue if you take the contact center out of the equation (i.e. call inbound to remote agent A, who transfers to another remote agent B)?

[xristivaki]

Yes mobile agents that are programed as RCP and LCP extensions. Physical phones and Jabber are not experiencing the issue. We are running 12.6 UCCE.

When contact center is taken out of the equation yes, the issue does not occur. When warm transfer is taken out of the equation the issue also does not occur. 

[bill.king1]

Do you still have the issue if agent A directly transfers to agent B (not transfer to a queue). I know that isn't a real world thing you would do for normal business, but at least helps eliminate the transfer portion as part of the issue.
Also, did you follow all of the steps re: the UCM special requirements for these agents?
 https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_12_6_1/configuration/guide/ucce_b_features-guide-1261/ucce_m_mobile_agent-1261.html#UCCE_TK_AED6640D_00

[xristivaki]

This issue doesn't occur with any other kind of transfer. 

[bill.king1]

Did you check the special UCM steps in that link I posted? Otherwise I imagine you'll need to open a TAC case. Good luck, let us know what the fix/root cause/if it is a defect.

[imran.mestri1]

is this issue resolved ?