Determine party that pressing buttons in transferred calls

Architect & Flows
1

Hello everybody, long time not see
I’m facing following problem:
recently we have a business process on which customers are being called (in standard OCS campaign) and asked if they would like to be transferred to IVR and answer some questions via pressing a buttons.
The issue is that i cannot distinguish in strategy who is actually pressing a button. An agent who initiate transfer (and not yet completed it) or a customer.
Only difference for this two scenarios that i see in logs is AttributeOtherDNRole. But as i found in this topic, i cannot get them in URS. Is there any other way?

2

Not sure if this specific information comes in, but you can try to see if SuspendForEvent waiting for the EventDigitsCollected function receives it.

3

Thanks for a hint on SuspendForEvent function. Will dig in this direction.

4

Yes, SuspendForEvent did the job. Now it just waits for EventPartyChanged and after that starts IVR.
Thanks again.

5

Why not use a BlindTransfer from agent side instead?

6
  1. Legacy agent desktop, that we are using cannot do this
  2. And even if it could, there still be a possibility for agent to make two-step transfer manualy