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2504738 - Blind transfer call returns to the original agent even when the agent is already in wrap-up mode

Symptom

  • An agent blind transfers a call to another number, but when the call fails to reach a destination it returns to the same agent even though the agent is in wrap-up mode.
  • In the CDT logs, the following flow is observed:
    • /// Call is connected ///
      [terminal.htm] [EVT] terminal_callConnected( number=[012345678], callid=[2A02327AE9863C41B6CC0D9EE913EB24], address=[XXX.XXX.XXX.XXX], terminalnumber=[], extradata=[SIP_CALL_ID=012345678201720197%40XX.XXX.XXX.XXX;
    • /// Call diverted blind transferred to 8012 ///
      [terminal.htm] [CMD] Divert( number1=[012345678], number2=[8012], callid1=[2A02327AE9863C41B6CC0D9EE913EB24], callid2=[], uiextradata=[] )
    • // Call terminated ///
      • [terminal.htm] [EVT] terminal_callTerminated( number=[012345678], callid=[2A02327AE9863C41B6CC0D9EE913EB24] )
      • [dispatchEventCDT.jsc] [DBG] checkCRMCODSupport( _event=[CALL_DISCONNECTED], _contactguid=[2A02327AE9863C41B6CC0D9EE913EB24], _queueguid=[0E608554-A918-4349-9E52-D6188B97B8BF], _source=[031592220101], _destination=[8014], _extradata=[SIP_CALL_ID=012345678201720197%40XX.XXX.XXX.XXX;
    • /// Call is returned back to the agent  "Invoking dispatchCallEvent() with parameters: Event=[returning_call]" ///
      •  [terminal.htm] [DBG] timer_dispatchCallEvent: Invoking dispatchCallEvent() with parameters: Event=[returning_call], Number=[012345678], CallID=[2A02327AE9863C41B6CC0D9EE913EB24] ...
      • dispatchEventCDT.jsc] [CMD] dispatchCallEvent( Event=[returning_call], Number=[012345678], CallID=[2A02327AE9863C41B6CC0D9EE913EB24], CurrentBNumber=[6014], OriginalBNumber=[6014], CurrentQueueGUID=[87D43AA1-EE9C-4EA8-9210-A51A459044E1], MTDTerminal=[], ExtraData=[], LastBNumber=[], CallGUID=[], MTDTermCall=[] )

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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Contact Center, on-premise edition all versions

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, preferred agent, call returns, wrap-up mode , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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