SAP Knowledge Base Article - Preview

2115050 - Internal CDT/Agent number is displayed at 2nd agent CDT instead of the external caller number

Symptom

  • When an external call that is diverted to another agent, CDT (Communication Desktop Terminal) displays the Anumber of the agent that has transferred the call
  • When forwarding the call after a consultation, the number is not switched to the original ANumber (caller number), instead the Agent's number is shown
  • The expectation is that the original caller number is displayed instead Agent who made the consultation call and transferred it after

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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

Diversion, Original Anumber, Divert, Anumber, Bnumber, SIP, caller info, transfer, caller number, warm transfer, FirstANumberAsRNumber, Transfer on Hold, Join Transfer , KBA , CRM-CCI , Contact Center Infrastructure , How To

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