Hello. We are trying to use the call redirect bean to transfer calls from contact center to another automated system. The other automated is a SIP system and the problem we have found is that if the SIP trunk is down, for example if we shut the port down to simulate a network outage, the call gets connected even though it is down. It appears that it never makes it to the unsuccessful branch of the call redirect bean. I assume this could be caused by the default timeout in call manager of 60 seconds and contact center thinks that it is successful redirect. I cannot find a timer associated with this bean. We did find a workaround to this by using the call consult transfer bean and applying a timeout of 2 seconds. The problem with using the call consult transfer is that the caller id shows that of the CTI port. I need the outside caller id so that it populates in the SIP system. The call redirect will actually populate the outside caller id but we have the problem stated above on the redirect always being successful when the destination is not available. Is there a setting in call manager or with the bean to change this behavior?
We are currently undergoing site maintenance. There will be a delay in refreshing the data created since 12 am PT, March 7th 11:45 PM and will be updated by March 9th 6 pm PT.
We thank you for your patience.
I have this problem too.