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Old 08-06-2015, 05:03 AM
verma62 verma62 is offline
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Default IPOCC Consultant transfer exception

Dear All,

In the IPOCC I am getting unique error while doing the consultant transfer to an extension in IVR. Below is my call flow

Call ->Task Flow -> IVR -> Task Flow ->Agent group

In Ivr I am doing a consultant transfer to an extension, in case extension is not available I want to send the call back to task flow so that I can send the cal to an Agent Group.

However I am getting error in IVR log while doing so(after IVR completes this error is printed in logs, and call is not returned to task flow)

“CHAP_TSE_Endpoint(0x10ABC90)::singlesteptransfer failed: ns_impl=0x(NULL), activeConnection=0x0913ADE8”.


In case I don't use consultant transfer in IVR everything works fine, call is retrieved in task flow back and I can send it to an Agent group.

Kindly assist.

Thanks,
Rajat Verma


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  #2  
Old 08-07-2015, 05:21 AM
kruegerb kruegerb is offline
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Default

In your task flow off script is used as announcement. In announcement scripts telephony elements like consultation and transfer not allowed. Consultation and transfer only allowed in type automatic agent.
To solve: in case wanted to transfer to extension, route on taskforce to next IVR script of type outpatient. There is an example for this scenario in the IPOCC ISO in the example folder.
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Old 08-10-2015, 07:02 AM
verma62 verma62 is offline
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Dear Krugerb,

Thanks for the suggestion. I have tried the consultation transfer and its working. Problem here is if consultation transfer fails I want to send the control to task flow so that call be transfered to agent group.
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  #4  
Old 12-20-2015, 03:30 PM
shajis shajis is offline
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Default similar issue

hi ,have you figured out how to send the calls back to agent group after consultation.

i am using a database (customer database) query lookup for account manager (personal agent) when a customer enter the customer number via IVR. The call rings the account manager for 30 seconds and if not answered it need to overflow to the CustomerService Agent Group. i could nt get the overflow part working. the call just sits there after 30 seconds.

any ideas how to get the calls overflow or goto and agent group on taskflow after the consultation transfer in IVR.
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