I've an IPCC Enterprise environment (ICM 6.0 SR7, CCM 4.0(3) and IP PVR 3.5(3)).
I'm experiencing a bit strange behaviour when an Agent tranfers his inbound call directly to the IP Phone of another logged in Agent: the tranferred call seems to be tied to Default Skill Group (and this is OK) and to the Service of the initial call.
Just an example:
Agent 1: Skill Group #1 (logged on IP Phone 100)
Agent 2: Skill Group #2 (logged on IP Phone 101)
Skill Group #1 has its route tied to Service #1 and Skill Group #2 has its route tied to Service #2.
Arrives a call for Skill Group 1 and answers Agent 1; Agent 1 makes a blind or consult transfert to DN 101 and Agent 2 answers the call. In this situation I can see Agent 2 in talking state on Default Skill Group with Service #1!! Normally the Default Skill Group isn't tied to any Service. I can experience the same behaviour on ICM 7.2 too.
This different behaviour brings some differences between Skill Groups and Services historical reports.
I'am wondering if this is correct and how is the logic behind.
Thanks a lot for any help.