I am testing the set up of the ICM Dialed Number Plan to track agent initiated calls to hopefully get better reporting statistics. I've got it to work for Agent-to-Agent transfers but my question is about the TCD records that show up as a result of an agent transfer. My test is to dial a call that runs a client-like ICM script that routes the call to an agent. The agent answers the call and uses Cisco Agent Desktop to transfer the call to agent #2. After the call is transferred to agent #2, agent #1 gets the wrap-up code box and selects an appropriate wrap up code. When agent #2 finishes the call, this agent also gets the wrap-up code box and the agent selects the appropriate wrap-up code. When I query the database for the TCD records for this call, I get four records and the last two correspond to agent #1 and agent #2. I see the WrapupData field populated on the record for agent #2 but there is no WrapupData for agent #1. Here's the question: If I have things set up properly, should I see the WrapupData field populated for agent #1. Any feedback would be much appreciated. Thanks.
I have this problem too.