create a consult call from a current consult call

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    This document was generated from CDN thread

    Created by: Miguel Cubias on 09-01-2014 10:19:34 AM
    Good day. 
    Could you please help us regarding this problem.
    The scenario is as follow:
    • 1st: Customer#1 calls -> AgentA (DialogA is created) The participants for this dialog are: Customer#1 and AgentA
    • 2nd: AgentA creates a CONSULT_CALL for DialogA (a new Dialog[ DialogB with type CONSULT] is created ) The participants for this dialog are: AgentA and AgentB
    • 3rd: AgentA creates a CONSULT_CALL for DialogB. (an error is throw here)
    In the 3dr step, the error callback is fired for the dialog.makeConsultCall method. checking the Get Dialog method (http://<server>/finesse/api/Dialog/<DialogB_ID>) for the AgentA, in the actions node of the XML response. It exists a sub node action with the value CONSULT_CALL, which indicates that a CONSULT call can be perform. but for some reason, it does work correctly.
    I have tested this scenario in the CallControl gadget (provided with finesse) and the result is the same. Cannot perform a Consult Call from a current consult call. 
    Could you please tell us if this feature is not supported at this time by the finesse API or there is a server configuration that needs to be done in order to allow the scenario described below.

    Thanks in advance

    Subject: RE: create a consult call from a current consult call
    Replied by: David Lender on 09-01-2014 12:54:14 PM
    Initiating a consult call from a current consult call is expected to fail.  Currently there is some limitation in the Finesse Agent Desktop which results in the consult button being enabled on the first consult call.  There is already a defect opened for this: CSCtw70184

    Subject: create a consult call from a current consult call
    Replied by: Daniel Inbaraj on 09-01-2014 11:43:10 PM
    Hi Lender /,

    I faced the same issue. Thanks for your response


    Daniel Inbaraj