I presume what you mean is that the agent initiating the blind transfer hears the other application if the caller hangs up between the time the agent presses the transfer button initially and ultimately attempts to complete the transfer. If this is true, then this is working as expected. You can minimize the chances of this by wrapping all of the steps into a single workflow button in CAD so it's one-press. If this is a post-call survey, some customers choose to attach this workflow to the hangup event instead of creating a separate workflow button.
Yes, customer disconnected the call during the time of Blind Transfer Process. Due to which call routed to an agent again.
So, I have configured the call control for Blind transfer in Drop Button of CAD application instead of using separate button.
I tested the same, the call was routed to Post call survey once agent drop the call.
But, we are facing the same issue, if a customer disconnects the call during the time of agent dropping the call, then the PCS call will be routed to an agent and playing prompts.
Because, If we configure blind transfer call control in Drop Button of CAD, then CAD application will do a blind transfer before disconnecting the call. Again, blind transfer functionality will come into the picture, so customer drops the call during the time of transfer, then agent would receive the PCS call.
My question here is, how to disconnect the call instead of routing to agents for this scenario.
UCCX CDA guide needs to contain the actual meaning of Blind Transfer in UCCX/CAD
UCCX CAD/CDA 8.5, 9.0, 10.0
Consequence of CDA configured Blind Transfer
1. Configure an agent to the default workflow.
2. Through the Desktop Workflow Administrator, proceed to the default Workflow group.
3. On the CAD Agent go to the User Interface Options and enable a button with an Action - Call Control -- Blind Transfer.
4. Set the delay to 5000 ms which is by default.
5. Ensure that the Visible option is checked.
6. Log in to CAD and ensure that the custom button created appears on the toolbar.
7. Make an ICD call to the agent and once the caller is connected, then from CAD, press the Blind Transfer button.
8. You will observe on the phone associated with CAD that a consult transfer will be created and the agent phone will be a part of the transfer for 5 seconds.
9. The value of Delay can be adjusted to 1 ms which will ensure that the Agent drops as soon as the transfer button is clicked.
But still we see the call will be present on the Agent phone for close to 1 second. This is because the Unified Communications Manager needs the time to process the transfer at the application level.
10. During step 8 or 9, if the caller disconnects before the agent dropped from the transfer, then the agent is connected to the transferred party.
The concept needs to be documented in the guide that UCCX/CAD always does a Consult Transfer and the reason for the naming as Blind Transfer in CAD
Further Issues Addressed:
Next, it was also requested that the explanation alone of the CAD Blind Transfer was not enough, but the Blind Transfer needs to be incorporated onto CAD/Agent Desktop. Since the investment is now only on Finesse, we have opened an enhancement to track this in Finesse. The new defect ID is CSCuo54289
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...