Problem with Two step Transfer ( Consultative Transfer)

Version 1
    This document was generated from CDN thread

    Created by: Fahim Siddique on 06-03-2009 02:38:38 PM
    I am using UCCX CRS Release 6.0 and CRS CTI protocol version 10 with CallManager 4.1. I am using brigdemode to connect to CRS.
    I am facing an issue regarding consultative transfer events. When i request for  Consult Call (Consult_call_req) there is an sequence of events that follows:
    i.e Begin Call Event , Call Service Initiated, Call Service Originated,  Call Delivered, Call Established..
     
    All of the above call event have a unique call id assigned to them that doesn't  correspond or have any information regarding the call that initiated consult call. Now if that new call is dropped from other end (the person to whom call is transferred)  i have no way to know which that consult call has not been completed.
     
    Also the same kind of issue occurs if IPCommuncator is used to transfer the call. I cannot know if the call is consultative transfer or not..
     
    Help me.
     
     
     
     
     

    Subject: RE: New Message from Fahim Siddique in Unified Contact Center Express CTI (
    Replied by: David Lender on 06-03-2009 02:55:57 PM
    The consult_call_conf has the id of the new consult call in NewCallID.
    The invokeid in the consult call conf corresponds to the invokeid in the
    consult_call_req which in turn contains the activecallid.

    I would have to look at a log of a sequence with IP Communicator to see
    if there is an event that ties the consult call.  You should be able to
    tell from the connection device id and the calltype = consult on the
    begin call whether a call is a consult call on the device.

    Subject: RE: New Message from Fahim Siddique in Unified Contact Center Express CTI &
    Replied by: Fahim Siddique on 06-03-2009 04:02:14 PM
    In case of IP communicator how can a intiating  consult call  will know that new call (begin call) is assosiated with it.. since the connectionID and call type ( consult) can be related to some other consult call (they should be related to call id with one another.. thats what i think ).
     
    Moreover in case of consult_call_conf event i have to keep track that whenever the new call (related to begin call event) is dropped(call_connection_cleared event received) i cancel the consult call request since it no more exist.. Kindly confirm my understanding is correct.

    Subject: RE: New Message from Fahim Siddique in Unified Contact Center Express CTI (
    Replied by: David Lender on 06-03-2009 05:20:57 PM
    Only one consult call is allowed.

    There is no mechanism to cancel a consult call req. 

    Have you looked at the Example Message Flow for a Transferred Call  and
    the Example message Flow for a Conferenced Call in the UCCX CTI
    Developers Guide?

    Subject: RE: New Message from Fahim Siddique in Unified Contact Center Express CTI &
    Replied by: Fahim Siddique on 07-03-2009 06:23:18 AM
    Ok I have gone through the sample flow but i feel there is no sense of uniformity among the consult call initiated from IP communicator and consult initiated from CRS CTI protocol ( i.e. CONSULT_CALL_REQ request). if there is, i would like to know how the consult call is precisely related to call that initiated it.. so that i can relate to it unifomly.
     
    Thanks for the help.
    Fahim

    Subject: RE: New Message from Fahim Siddique in Unified Contact Center Express CTI (
    Replied by: David Lender on 09-03-2009 01:00:57 PM
    In case of IP Communicator there is no connection between a consult call
    and the held call other than the device.

    Subject: RE: New Message from Fahim Siddique in Unified Contact Center Express CTI &
    Replied by: Fahim Siddique on 13-03-2009 10:46:53 AM
    Well that means if an agent has more than one call and then a consult is initiated from IP communicator then there is no way in CRS protocol to know which call  initiated the consult  call?

    Subject: RE: New Message from Fahim Siddique in Unified Contact Center Express CTI (
    Replied by: David Lender on 13-03-2009 03:43:57 PM
    Agents are not to have more than 1 call.  Only one call plus a consult.