Hello All,
Please advice how to solve a few tasks
All product is latest version like 8.1.x
1. i'd like to know who made blind transfer to external number. The thing is that icon doesn't record segment when calling & called party are external. Such situation occurs when agent receive call from pstn and then initiate single step transfer (without consult) to other party, which is out of contact centre (behind the trunk).
2. i'd like to see segment when call arrive in contact centre and routed to gvp. our architecture is: pstn->sip server->trunk->gvp->refer to routing point (no cti connector). The thing here is that icon starting to watch for call only when it arrive on routing point rather then on trunk. Is it possible to generate some userevents on gvp to send a "signal" to icon/gim and say that call is already in ivr? i suppose something may be changed in case of trunk group, but never used it... don't want to change scheme into urs-centric behind the switch...
3. and the last question about GI2/BOE reporting
we have standard dimensions like business result, customer segment, service type&subtype. The name of attribute values and it's display name are differ. i.e. in userdata business result equal to 'yes', but agent see at desktop full value 'customer accept'.
The standard universe&reports show us direct attribute values, it even doesn't have link to table GIDB_GC_ATTR_VALUE. And of course list of values in BOE has a shorter version of values.
Has everyone faced with same trouble? What's the best way to do it?
