Consult call dropped by IR

[Vic]

I ran into a very interesting problem yesterday that I need to confirm. I have three phones on Meridian Opt61C with MLink 5.

After placing a call from phone A to phone B, I initiate a transfer from phone B to a routing point where I have IR running. IR will then route my CONSULT call to a particular agent, and after speaking to that agent, I would complete the transfer from A to C.

The problem seems to arise after I initiate a consult call to a routing point. Loooking through the logs, it seems like after EventRouteRequest and IR placing a call into a queue, the call is routed by PBX there is suddenly a EventRouteUsed message followed by a call being placed to a default ACD.

I wonder if this has to do with routeconsultcall option

[Eva]

Hello Vic,

we had the same porblem a few weeks ago.
We wanted to routed the calls form one AgentGroup to another AgentGroup. The Calls entered the RP but they where not routed by genesys, instead, the route task was taken over and prioritised through the PBX Switch.

Our solution is:
Create two PR, the first is to solve the routing problem and the second to report the Calls which are forworded.
At the first RP, two Calls enter; the CONSULT Call and the Customer Call. To ensure that only the Customer Call is routed, you must set the parameter route_consult_call to true! ( it´s a RP parameter in the Annex table).

Regards
EVA

[Josee]

If you want Router to route some calls based on being a Consult call and at other times you want Router to route based on the original call, then you would need two RPs where you have routeconsultcall specified correctly against each RP.True for the Consult call and False for the original call or transfer without consulting (mute ransfer).