Blind Transfer Calls Routed to Agents Again

[vinothsankar]

Flow:

We use 2 Applications for our call flow in UCCX 9.0 setup.

Customer calls to Contact Center and it reaches to Main Application for IVR treatment.

Call Transfer to agent after complete the IVR treatment.

Agents do the blind transfer to another application after speaking with customer in CAD Application.

Issue:

Blind Transfer Call is routed to agents when Customers disconnect the call during the time of Blind transfer process.

It is not a normal behavior of blind transfer, since if agent doing the Blind Transfer then calls should disconnect from agent leg.

Please let me know if anyone have idea about this.

[Jonathan Schulenberg]

I presume what you mean is that the agent initiating the blind transfer hears the other application if the caller hangs up between the time the agent presses the transfer button initially and ultimately attempts to complete the transfer. If this is true, then this is working as expected.  You can minimize the chances of this by wrapping all of the steps into a single workflow button in CAD so it's one-press. If this is a post-call survey, some customers choose to attach this workflow to the hangup event instead of creating a separate workflow button.

[vinothsankar]

Hi Jonathan,

Yes, customer disconnected the call during the time of Blind Transfer Process. Due to which call routed to an agent again.

So, I have configured the call control  for Blind transfer in Drop Button of CAD application instead of using separate button.

I tested the same, the call was routed to Post call survey once agent drop the call.

But, we are facing the same issue, if a customer disconnects the call during the time of agent dropping the call, then the PCS call will be routed to an agent and playing prompts.

Because, If we configure blind transfer call control in Drop Button of CAD, then CAD application will do a blind transfer before disconnecting the call. Again, blind transfer functionality will come into the picture, so customer drops the call during the time of transfer, then agent would receive the PCS call.

My question here is, how to disconnect the call instead of routing to agents for this scenario.

Thanks,

S.V.Vinoth

[vinothsankar]

Hi Jonathan,

Blind Transfer is not support by UCCX & CAD application. It is working as Consult Transfer in the name of Blind Transfer in CAD Application.

There is no documentation available to brief the actual Blind Transfer functionality for UCCX and CAD.

Cisco has announced that, it is bug and they are working for solution. Please find the below mentioned details for your reference.

Problem Description:

UCCX 9.0.2 base version

UCCX CAD Blind Transfer issue

Resolution:

We worked on the enhancement defect to modify the documentation on the concept of Blind Transfer in UCCX. This can be monitored from the Bug Tool Kit.

https://tools.cisco.com/bugsearch/bug/CSCuo01086

Symptom:

UCCX CDA guide needs to contain the actual meaning of Blind Transfer in UCCX/CAD

Conditions:

UCCX CAD/CDA 8.5, 9.0, 10.0

Consequence of CDA configured Blind Transfer

1. Configure an agent to the default workflow.

2. Through the Desktop Workflow Administrator, proceed to the default Workflow group.

3. On the CAD Agent go to the User Interface Options and enable a button with an Action - Call Control -- Blind Transfer.

4. Set the delay to 5000 ms which is by default.

5. Ensure that the Visible option is checked.

6. Log in to CAD and ensure that the custom button created appears on the toolbar.

7. Make an ICD call to the agent and once the caller is connected, then from CAD, press the Blind Transfer button.

8. You will observe on the phone associated with CAD that a consult transfer will be created and the agent phone will be a part of the transfer for 5 seconds.

9. The value of Delay can be adjusted to 1 ms which will ensure that the Agent drops as soon as the transfer button is clicked.

But still we see the call will be present on the Agent phone for close to 1 second. This is because the Unified Communications Manager needs the time to process the transfer at the application level.

10. During step 8 or 9, if the caller disconnects before the agent dropped from the transfer, then the agent is connected to the transferred party.

Workaround:

None.

The concept needs to be documented in the guide that UCCX/CAD always does a Consult Transfer and the reason for the naming as Blind Transfer in CAD

Further Issues Addressed:

Next, it was also requested that the explanation alone of the CAD Blind Transfer was not enough, but the Blind Transfer needs to be incorporated onto CAD/Agent Desktop. Since the investment is now only on Finesse, we have opened an enhancement to track this in Finesse. The new defect ID is CSCuo54289

https://tools.cisco.com/bugsearch/bug/CSCuo54289/?reffering_site=dumpcr