i have a little problem with the blind transfers in my plattform.
We have 3 buildings that are interconnected, with a Cisco CallManager in each of them. We have installed Genesys to control the Call Center. The case is the following:
If I make a call from Building A to Building B and B transfers the call (BLIND TRANSFER) to a Genesys Route Point, A can see the extension of the agent who receives the call, but no one can hear nothing.
I have been comparing traces, but nothing. Can anyone help me?
Could you post some log files up, would be interesting to see what Genesys thinks is happening. I have a feeling that it could be a CCM problem, which may be hard to diagnose as CCM logs are not quite as clear as Genesys logs!!
Also, what version of Genesys are you running (t-server / urs) and what version of CCM?
I would suggest you to check CCM configuration because Genesys doesn’t affect audio channel directly. Of course, it’s possible that some kind of routing requests could confuse CCM in a way that CCM “forgets” to connect audio channel
Could you try to simulate the same call-flow scenario without Genesys being involved? I know it isn’t easy because of limited CCM routing features but it could be helpful.
Where is an agent who receives the call after being transferred by agent B located (site A or B)?
