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In The TCD table in ICM we have a field called Peripheral Call Type. This basically is the type of call reported by the peripheral. In my case this field comes with a value of 12 or 13 and in the document its mentioned as consult for 12 and consult o...
Thanks for the reply Kris , I did the testing and it was the otherway round.12 = Consult = agent a iniated a consult transfer, spoke to agent b but then resumed the customer call and dropped agent b.13 = Consult Offered = the transfer from agent a to...
Hi Justine, Thanks for the reply.When an agent gets the call and transfers it to another agent in a different skillgroup using warm transfer. In the TCD for the recieing agent or the second record will have a call dispostion of 30 and PeripheralCallT...
