I'm running into an issue with continuous call recording for Verint.
Scenario - call comes in, agent handles call, transfers to supervisor queue, caller talks to supervisor.
Verint should show this as continuous call with segment 1 and 2. However, I see two calls.
Verint says this is because RouterCallKey is different for these calls, which I confirmed.
Did anyone run into this issue? Any suggestions on how to modifying ICM scripting so calls transferred to queue will retain the same RouterCallKey?