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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Overrider on December 13, 2021, 09:23:56 AM

Title: Determine party that pressing buttons in transferred calls
Post by: Overrider on December 13, 2021, 09:23:56 AM

Hello everybody, long time not see
I'm facing following problem:
recently we have a business process on which customers are being called (in standard OCS campaign) and asked if they would like to be transferred to IVR and answer some questions via pressing a buttons.
The issue is that i cannot distinguish in strategy who is actually pressing a button. An agent who initiate transfer (and not yet completed it) or a customer.
Only difference for this two scenarios that i see in logs is [b]AttributeOtherDNRole[/b]. But as i found in [url=http://www.sggu.com/smf/index.php/topic,11447.msg52158.html]this topic[/url], i cannot get them in URS. Is there any other way?

Title: Re: Determine party that pressing buttons in transferred calls
Post by: hsujdik on December 13, 2021, 02:42:47 PM

Not sure if this specific information comes in, but you can try to see if SuspendForEvent waiting for the EventDigitsCollected function receives it.

Title: Re: Determine party that pressing buttons in transferred calls
Post by: Overrider on December 14, 2021, 01:11:31 PM

Thanks for a hint on SuspendForEvent function. Will dig in this direction.

Title: Re: Determine party that pressing buttons in transferred calls
Post by: Overrider on December 14, 2021, 02:57:27 PM

Yes, [b]SuspendForEvent[/b] did the job. Now it just waits for [b]EventPartyChanged[/b] and after that starts IVR.
Thanks again.

Title: Re: Determine party that pressing buttons in transferred calls
Post by: cavagnaro on December 14, 2021, 03:51:45 PM

Why not use a BlindTransfer from agent side instead?

Title: Re: Determine party that pressing buttons in transferred calls
Post by: Overrider on December 15, 2021, 05:59:24 AM

[quote author=cavagnaro link=topic=12210.msg54586#msg54586 date=1639497105]
Why not use a BlindTransfer from agent side instead?
[/quote]
1. Legacy agent desktop, that we are using cannot do this
2. And even if it could, there still be a possibility for agent to make two-step transfer manualy