Detecting an Agent transferring a call to another RP

mmelbourne · ‎02-26-2008

We have a scenario where calls received by an agent may need to be transferred to another CSQ, by the agent transferring the call to another Route Point. Is there a way, in the script of the destination CSQ, to identify that the call has been passed from an agent in another CSQ, and therefore take different action, e.g. increase Priority?

I've done something similar before when passing parameters between different applications by using the Implementation ID as a mapping ID in a session variable, but this is for IVR handling before the call is passed to the agent. Once the agent receives the call, would the Implementation ID change?

sferland · ‎02-26-2008

Create a CTI Port in permanent call forward to your Route Point.

In your script associate with the Route Point, collect the DNIS or the OCN (don't remember which one) and check if the call coming from the Route Point directly or via the CTI Port.

If the call`s coming from the CTI Port, increase the priority before sending it to a new CSQ.

Last, ask you agent to transfer the call to the new CSQ using the CTI Port DN instead of Route Point DN.