Desktop: Schedule callback does not work if call is transferred or conferenced

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Desktop: Schedule callback does not work if call is transferred or conferenced

Problem Summary Agent 1 receives an Outbound Option call. Agent 1 then conferences in (or transfers the call to) Agent 2. Agent 2 schedules a callback and the Finesse desktop shows that the callback has been scheduled successfully. However, the callback is not scheduled in the database and the customer record is closed.
Error Message None
Possible Cause In Unified CCE deployments, after an Outbound Option call is transferred or conferenced, a callback cannot be scheduled.
Recommended Action If a customer wants to schedule a callback, agents must schedule it before they transfer or conference the call.
Release Release 11.0(1)
Associated CDETS # CSCuo69079


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