barge in and intercept not functioning in a CAD 7.5

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Mar 5th, 2010
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I am presently working on a project which has UCCE setup with CAD 7.5 as agent desktop.We are running on 7.5(7) ICM and 7.5(8) CAD.I am facing a problem with Barge In and Intercept feature not functioning as expected.On a Barge In when the sup tries to barge on csd the caller is put on a hold and Agent desktop and Sup are connected.It needs to be completed from the phone and there is no direct conference established without the agent conferencing.With a Intercept again there is no direct transfer from the CAD to CSD and shows transfer cannot complete on the phone of the CAD.I am assuming there is no extra configuration for this and if my recording and Silent monitoring is working this should be quite simple.Am i missing anything here.The transfers and conferences at the telephony level are working fine.


I was facing the same issue on the base version and went with an upgrade but same problem.

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