Call transfer

Unanswered Question
Jul 10th, 2009
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Can you verify the call flow.

I have 2 clusters. cucm 7 and ccm 4.1

a trunk exists between them.

1.A call arrives on our contact center agent's phone cucm 7

2.They need to transfer this to an agent on ccm4.1 (arc agent).

this works fine.

3.The agent takes the call and then may need to transfer to someone else.

(it could be to another phone on either cucm 7 or ccm 4.1 cluster.)

it is at this point that sometimes and it happens a lot. the transfer button just will not work. they keep pressing and nothing happens. then all of a sudden it might work.

Am i right in thinking that supplementary services are being deployed when you are doing a transfer. should i be checking something?

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douhanm Sat, 07/18/2009 - 10:25
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have you checked the max calls and busy trigger set to weird values on the DN

lets say busy trigger and max calls are both set to 2 then the following might happen which would explain your failure

1 call comes in to an agent, another call comes in and thus flashes in the agenst phone display as a second call on the same line, now if the user tries to hit transfer it will not work because max calls is set to 2 and he/she already has 2 calls active when he/she tries to hit the transfer key. to check if this is the case, set the busy trigger to 1 or increase the max calls param to be 4 or more.


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