My customer has a BIZARRE SETUP:.
Internal Users belong to the INTERNAL CSS and are assigned to the INTERNAL partition
Agents are assigned to the AGENT partition
The INTERNAL CSS only has the INTERNAL PARTITION IN IT
Each agent has one DN on Line 1 on their phone.
BUT... in order for INTERNAL users to reach the agent, their same DN is also in the INTERNAL PARTITION, which is a trigger created by UCCX, which is the highest partition in all calling search spaces.
Yes, each agent has A "DIRECT TRIGGER" (CTI ROUTE POINT created by UCCX) where a script will connect an INTERNAL user to the agent and they also have the same DN in a different partition called AGENT on LINE 1 of their phone.
Again, the INTERNAL CALLING SEARCH SPACE only has the INTERNAL partition in it. internal users cannot dial the AGENT's line 1 directly. They will dial the same DN as on LINE 1 but it will hit the TRIGGER, GO THRU UCCX, and get routed to the agent that way. If the agent isnt' available another agent will answer.
For example:
Mary the Agent has extension 4000.
4000 is in the INTERNAL partition and is a TRIGGER that will send callers to UCCX.
4000 in the AGENT partition. is on Mary's LINE 1.
INTERNAL users dial 4000 and hit the 4000 TRIGGER that goes to a UCCX script that will transfer to MARY. If Mary isn't available another agent will answer the call.
Good so far?
The problem comes in when MARY doesn't answer and another agent picks up the call. This new agent attempts to transfer the caller to Mary directly by transferring to 4000.
The call drops.
2 Questions:
1. Is this a UCCX VIOLATION that's dropping the call? The new agent is transferring the INTERNAL USER to 4000 which is the extension the INTERNAL USER dialed in the first place!! Another words, the caller is being transferred to THE 4000 TRIGGER which the caller is already talking to an agent by dialing 4000.
2. What happens if I put the AGENT partition in the INTERNAL CALLING SEARCH SPACE just underneath the INTERNAL partition? Would CUCM use that 2nd partition(AGENT) after the violation and transfer the call to 4000/AGENT.
additional question: Whose calling search space gets used if A calls B and B tries to transfer the call to C ? Does it matter if it's a blind transfer or supervised transfer as far as calling search space is concerned?
Thank you.
John
