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Community Member

PROBLEM WITH INCOMING NUMBER IN IPCC ENTEPRISE WHEN TRANSFERRING CALLS

Hi,

This is my scenario:

  • Two gateways connected via SIP to a CUCM (Users CUCM).
  • Users CUCM connected with Agents CUCM via a SIP Trunk.
  • CTI RP defined in the Agents CUCM registered in the PG and associated with Dialed Numbers.

Imagine A as an external phone, B as an IP Phone in Users CUCM and C as an IP Phone in Agents CUCM.

If A calls B --> B transfers C --> C is able to see A number --> OK.

If A calls B --> B transfers to a CTI RP in the Call Center, call is sent to Agent C --> C sees B number --> NOK.

Do you have any idea about why first calling number is not reaching the agent? Thanks a lot!

2 REPLIES
Cisco Employee

PROBLEM WITH INCOMING NUMBER IN IPCC ENTEPRISE WHEN TRANSFERRING

Hello,

Can you brief more on this. What is User CUCM and Agent CUCM ? Are they 2 different Clusters or subscribers in the cluster.

What transfer is done in both the Scenario's. Is it a Blind Transfer or Consult Transfer ? When you say B Transfers to a CTI RP, I hope they are dialing via Hardphone? Have they tried transfering via Agent Toolkit or CAD ? Do you have CVP involved

Regards,

Senthil

Community Member

PROBLEM WITH INCOMING NUMBER IN IPCC ENTEPRISE WHEN TRANSFERRING

Hi Senthil,

Two different clusters, connected by a SIP trunk.

We are trying Blind Transfer.

B and C are Cisco IP Phones. B - the phone transferring the phone - is a User, nor an agent, so he hasn't got CAD.

Yes, Call Center is an IPCEE with CVP.

Thanks a lot!

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