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Call Transfer between agents delaying..

sudheer19
Participant
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Hi,

Can someone help me in resolving the below issue.

Issue: When transferring the call to another agent the IR details not flowing with the call attach data(after some delay they are getting into Second agent system.), hence second agent creating new IR which is a duplicate of first agent created IR.

So please help me how to solve this issue.

Thanks in advance.

Regards,

Venkat

Accepted Solutions (0)

Answers (2)

Answers (2)

sudheer19
Participant
0 Kudos

Hi Experts,

can somebody help me pls.

Thanks,

Venkat

anthonyx_uliano
Participant
0 Kudos

Have you gotten a reply? What CTI Adapter are you using?

Regards,

Tony

sudheer19
Participant
0 Kudos

Hi Tony,

I didn't get any reply til now. We are using B & S for CTI.

please assist us if you can.

Thanks,

Venkat

anthonyx_uliano
Participant
0 Kudos

Dear Venkat,

I'm sorry to hear it still isn't resolved. I assume you've reached out to B&S?

Sounds like there's a delay in B&S processing the SPS_SetData call to update CAD before the call is transferred.

I'm happy to offer a test system of Contact Canvas for your lab to compare this scenario if you'd like.

Regards,

Tony

Anthony X. Uliano

Founder / CTO

AMC Technology, LLC

sudheer19
Participant
0 Kudos

Sorry Tony for the late reply.

yeah i would like to test the scenario how CTI processing the CAD.

please let me know how can i get that and the process.

thanks,

Venkat.

sudheer19
Participant
0 Kudos

Hi There,

can somebody help me on this.

Thanks,

venkat