Verint call recording issues with transfer due to different RouterCallKey

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Aug 13th, 2008
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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?


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david.macias Wed, 08/13/2008 - 13:01
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Are you sure the second transfer has a different rck? Assuming UCCE the transferred call should have the same rck. What is your environment like (e.g. UCM, CVP, etc)?


Thank you,


david

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