Consult Call and MultiSite

[Vic]

Dear all,
I have a really buffling question for all of you who are using Genesys 6.5 in multisite environment.

I have noticed that when I transfer a call to a destination site, and then complete the call AFTER the call has arrived on destination TServer, destination TServer does not issue EventPArtyChanged, meaning that the call's connId is not updated to original connId, even though original call is not connected to remote PBX.
Here is my simple test:
1.I dial into my call center.
ConnID=A
2.I answer the call, and then initiate two step transfer to NACD
ConnID is B, TransferConnID is A
3. Call is route to destination PBX and connected to remote agent
remote TServer identifies this call as B
4. I complete call.
remote TServer does not chance connId from B to A!

Genesys has a really interesting option, called "usedatafrom"\, which allows you to specify how the call info is requested from origination TServer.

When by default it is set to active, both my TransferConnID and ConnID are consult call. (ConnID=B)

When I set it to "original" then... both ConnID and Transfer ConnID on remote TServer are original ConnID. (ConnID=A)
In other words, the consult call's connId is not transferred, and instead remote TServer is told that consult connId is ORIGINAL connId. So we do not get the record of consult call's connId on remote TServer.

If I set it to "consultuserdata", I get only ConnID=B.

Has anyone else noticed this weird problem?

I suspect that this problem should occur in both URS and NACD environments in a multisite call center when a consult call is transferred to a remote site using a twostep transfer.

Am I missing some option to get it to work correctly?
Can someone reproduce the problem?

[KM]

This is a bug that Genesys is trying to fix as we speak. I had an identical problem as well and presently waiting for Genesys support engineer to reply. I will post anything worth back here.

[Gabriel Madoz]

I'm afraid we have the same reality, we are working with Siemens Hicom 300e, Genesys 6.5 and an IVR, we segment calls by dnis, then send it to a RP, IVR takes it and after that returns through a SingleStepTransfer the call back to Genesys.
Genesys receives the call with attached data on other RP where a strategy is loaded and then transfer to agent groups.

We notice that when we do a internal call the we receive the attached data and the connid is the same as original.
But when the call is inbound two things happen: the connid changes so for Genesys is another call when receives and the attached data doesn't come properly (is overwritten).
The call is changed from inbound to internal.

Please see the post I write on 09/10/2002.

[Gabriel Madoz]

We were working with two hooks on IVR, one for attach data and one for the function SingleStepTransfer. Well, we change SingleStepTransger with a hook flash by Hicom and now the communication is ok.....
So for Genesys now the customer through a external call is communicated directed with the RP, and any port of IVR is in the middle...

I wait suggestions.