UCCE 8.0 - Calldisposition 28 changed to 29 when using "SEND TO VRU"
I am investigating a transfert behaviour that I don't understand when compared to the description of Calldisposition 28 (Blind Transfer) and 29 (Announced Transfer) in the the Cisco Database Schema Guide.
Here is the call scenario we have with our UNIFIED CCE environment:
A call is presented to a Skill Group and agent 1 answers, then he initialises a transfer using the CTI to transfert to another Skill Group where agent 2 is waiting in idle status.
When the ringbacktone is heard, agent 1 completes the transfer. At this stage agent 2 phone is ringing.
Agent 2 answers the call, then after a while release the call.
Now whenever in the the transfert script we get the instruction "SEND TO VRU" before « QUEUE TO Skill Group" we get a Calldisposition 29 (Announced Transfer) in the Termination Call Detail (TCD).
However if we remove the "SEND TO VRU" instruction from the transfert script before the « QUEUE TO Skill Group", then we get a Calldisposition 28 (Blind Transfer) !
How come is it that the call disposition change with or without the "SEND TO VRU" instruction ?
This is expected behavior according to the Database Schema.
With CM PG (this would be the scenario where you have no Send To VRU), the call counts as a Blind Transfer if the transfer completes before the destination agent answers.
With a VRU PG (the scenario where you use the Send To VRU node), the call only counts as a Blind Transfer if you use the 1-step transfer process in CTI. A multi-step transfer will be "Answered" by the VRU as soon as you pass the Send To VRU node, and it's impossible for the agent to complete the transfer quickly enough to make it a Blind Transfer in that scenario. If you want VRU calls to count as blind transfers, it needs to be a 1-step transfer not a multi-step transfer.
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