Hello,
we are experiencing a problem counting call transfers when the call loops out of the site, then back in through a different site.
Our call flow works like this:
1 Inbound call into site A (premise t-server).
2 Call routes to agent X in site B (site t-server).
3 agent X initiates consultation via route point in site B.
4 call routes to site A via XRP in premise t-server.
5 call routes to a agent Y via XRP in site B t-server.
The main issue we have is transfer taken statistic does not count for agent Y. All other expected stats are counted for both agents (ie inbound & consult for both/transfer made for agent X only).
Genesys say the issue is caused by none of the conditions being met to count this stat particularly as previousconnid is same as connid in eventpartychanged with state of transferred.
We have updated statserver, not resolved.
Also it [b][i]does count [/i][/b]when the transfer is received by agent (Z) in different site (C).
Anyone experienced this problem? sounds like it should work as same site transfers can occur. either than or our routing design is flawed. The set up is historical so would presume the call loops out of the site (B) into the premise t-server for technical/capacity reasons ie it is the premise t-server (A) where calls queue and distributes inbound calls.
would be useful to know how others route transfers in multi-site platforms.
t-server v 8.1.000.41.
statserver v.8.1.200.53.
URS v8.1.300.27.
thanks
