CM : UUI information not bein transfered, when call is transfered.

Doc ID    SOLN328788
Version:    1.0
Status:    Published
Published date:    22 Aug 2018
Author:   
Narayan Mundhra
 

Details

UUI not being passed on transfers. Problem is occurring intermittently.
Receive inbound calls via SIP trunk groups 96-99 and transfer calls to 3rd party via SIP trunk groups 96-99. Client sends calls to Convergys via P2P SIP connection. Inbound and outbound portions of transferred calls involve Oracle NN4500 SBCs, session managers and CM.

Problem Clarification

UUI is not measured on the trunks as this is how the customer has it set up on other CM's and its working fine. so they wanted to know why is this happening on this CM alone.

Cause

There were 2 agents on which this was tested. One of the agent was able to make the transfer and the other was not. After doing a list trace, we were able to figure out that the agent who was doing the transfer, hit the transfer button as soon as the call came in. Where as for the agent this was not working, was putting the call on hold and then transfering the call.

Solution

After discussing the situation with the customer and BP. They were able to make the transfer once the agent was trained correctly. Transfer the call when you get to know where the call needs to go. Not to put the call on hold. 


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