Retaining original entry VDN (%v) in One-x Agent

[nallbu]

We have a one-X Agent dilemma.

Each time a direct inbound call is connected to an agent, we wish to capture the entry VDN and use it to do a lookup in our backend database.

This is fine when the call is connected as we can use the %v one-X Agent parameter.

However, when a call is transferred, %v is updated to the line connecting the two agents, and we lose the original one.

I did think that we might be able to write the original %v value to our database on first connection and retain it for the duration of the call, but this hinges on one-X Agent providing a unique call ID which we can store along with the VDN.

Do you have any suggestions as to how we can overcome this problem?

We are using One-x Agent 2.5.20020.0

Many thanks

Nick

[srajasekharan]

Hello Nick,

Hope you are doing well!!!

Thank you for the detailed explanation.

We have checked our knowledge base and there are no such issues reported so far. I will request you to open a SR with us, so that we can collect all the required logs and escalate ti next level.

Regards,
Sree