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Verint call recording issues with transfer due to different RouterCallKey

I'm running into an issue with continuous call recording for Verint.

Scenario - call comes in, agent handles call, transfers to supervisor queue, caller talks to supervisor.

Verint should show this as continuous call with segment 1 and 2. However, I see two calls.

Verint says this is because RouterCallKey is different for these calls, which I confirmed.

Did anyone run into this issue? Any suggestions on how to modifying ICM scripting so calls transferred to queue will retain the same RouterCallKey?

2 REPLIES

Re: Verint call recording issues with transfer due to different

Are you sure the second transfer has a different rck? Assuming UCCE the transferred call should have the same rck. What is your environment like (e.g. UCM, CVP, etc)?

Thank you,

david

New Member

Re: Verint call recording issues with transfer due to different

It is IPCC enterprise 6.0 with CCM, CVP.

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