I’m with troubles making some Hyperion and CCPulse tests, I’m making some Inbound, Outound, Conference and Transfer Calls, but I don’t know why if I did a Transfer or a Conference, my quantity of Internal or Consult calls could change, someone can explain me why? or maybe a tip in a Genesys Document, I’m reading the T-Server for Nortel Communications Server 1000 with SCCS/MLS Deployment Guide 7.6 and the Stat Server User’s Guide 7.6; there something else to read about it? please I really need your help to know and understand how the call flow is in a conference and transfer call, give me some tips for my newbie research, jeje
NOTE: The document versions (7.6) are what we have installed
I hope I understand your question - I think you want to know why;
When you Transfer a call, the number of Internal calls increments by 1 - but sometimes the Inbound calls increment by 1?
When you Conference a call, the number of Consult calls increments by 1 - but sometimes the Inbound calls increment by 1?
This is expected behaviour within the reporting elements, since you are establishing a new (Internal) call (ConnnID) when you Transfer a call (Internally) or Conference a call (Consult). However, if you are Transferring or Consulting a call to an (external) Switch or Off-Site, the behaviour changes, since the call is new at the external Switch and, when it is established at the external point, it becomes an “Inbound” call to the external Agent.
