Desktop: Issues with transfer and conference via route point when CVP is used for queuing

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Issues with transfer and conference via route point when CVP is used for queuing

Problem Summary If CVP is used for queuing, you may experience issues with certain conference and transfer scenarios. For instance, when a call is conferenced or transferred, the agent receiving the call sees two call appearances on the desktop instead of one. Call control actions work only for the call that has the CVP port as a participant and cause errors to be displayed on the desktop for the call that shows the other agent as a participant.
Error Message None
Possible Cause 1) Consult call was placed to a route pattern instead of to the route point. Finesse does not support placing a consult call to route pattern because doing so would result in the call context being lost.

2) After initiating a consult call, agent retrieved the original call so that the consult call was put on hold and the retrieved the consult call and completed the conference. Switching between the original call and consult call results in the association of consult call to the original call to be lost.

Recommended Action Place consult calls to a route point instead of to a route pattern. Ensure that CVP has been configured correctly to support warm transfer and conference as described in the section "Using the Warm Transfer feature with SIP calls" in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal  and the section "Network Transfer" in the Cisco Unified Customer Voice Portal Solution Reference Network Design.
Release Release 9.0(1)
Associated CDETS # None

Rating: 4.5/5 (2 votes cast)

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