Transfer to external from IPCC extention

Unanswered Question
May 14th, 2008

Hello,

Transfer to external for standard lines is possible. When trying to transfer a call from a queue to another external phone, conection is lost/disconnected.

How to make it possible?? to transfer calls to external by agent??

I have this problem too.
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Michael Owuor Wed, 05/14/2008 - 08:57

Hi Dominik,

When a call is transferred from the queue, the CUCM sees the call as coming from the CTI ports associated with the application handling the call. The CSS configured on the CTI ports therefore determine their calling restrictions. Make sure the CSS assigned to the CTI ports allow calling the external phone.

Regards,

Michael.

dszymkowicz Thu, 05/15/2008 - 05:10

It is not CVP, just CCM6 with UCCX5.

I checked triggers and call control group and there is an issue as I suppose.

On UCCX I can see that CSS and partition is selected.

When I check the same on CTI Route Points and Phones (CTI Ports) I see DN is without CSS selected.

Data resynchronization doesn't make what it should do.

I wonder if to change DN's CSS manually to proper one, but this is not good option.

Michael Owuor Thu, 05/15/2008 - 05:23

Dominik,

Which specific version of UCCX5 are you running? Similar symptoms have previously been seen and documented in DDTS CSCsi49279.

Regards,

Michael.

Michael Owuor Fri, 05/16/2008 - 13:18

Hi Dominik,

According to the Release Notes of CSCsi49279, the issue should have been resolved in 5.0(1)SR1. So if it still manifests itself in 5.0(2)_Build064, then it could be that the fix is in a later release of 5.0.2, (which the release notes do not indicate). Or perhaps you are experiencing the symptoms of a different defect altogether.

Either way, I would recommend that you engage the TAC to get a definitive answer.

Hope this helps.

Regards,

Michael.

rbua Tue, 05/20/2008 - 00:08

Hi Dominik,

did you try to setup an application with a place call step to the external number?

Try having the agent do a blind transfer that way and see if you are still registering the issue, I suspect you are having problems trying to do a consult transfer and holding the line control on the IPCCX side.

Regards,

Riccardo

dszymkowicz Tue, 05/20/2008 - 02:39

I don't understand what do you mean.

When connection in IPCC is established between customer and agent - call is out of script/application, so where I should put PLACE CALL step?

rbua Tue, 05/20/2008 - 02:58

HI again Dominik,

sorry for not having been so clear, have the agents dial 3333 by example, being a route point IPCC monitored that will trigger an app that will do the place call step.

Regards,

Riccardo

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