Genesys CTI User Forum > Genesys CTI Technical Discussion

IR can't see attached data

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Vic:
Ok, we are getting somewhere!!! :)

So, we know for sure that the call arriving at IR CDN has a different ConnID from the one arriving to IVR.

A really stupid question but must ask when you dial a call, go through IVR and IR routes it to somewhere, can the caller talk to the agent who receives the call?

Also, are you sure that CallType is NEVER 4?
Also, after EventHeld, the original ConnID never appears again in the log, right?

If a caller can talk to the agent after routing and original ConnId never appears again then we are down to two CME options one has to to with consultuserdata and the other has to do with how TServer treats CDN to CDN transfers....

(I think this is a second one though...)

Vic

Eugene Khoo:
Yes, the agent can speak to the caller.
CallType = 2 for external call (tested)

What happens:
ConnId 00xx
EventRinging, Event Established, RequestUpdateUserData,
EventAttachedDataChanged, EventHeld

ConnId 00xy
EventOffHook, EventDialling (CallType 0), EventQueued (to VDN)
EventRouteRequest (calltype 1), EventRouteUsed (calltype 1).
Where do I check VDNVDN transfer settings in CME?

mergeconsuledata is set to false. I've tried origprio and consultprio without success.

eugene

Vic:
Eugene,

you are routing a consult call :) That's why your data is not there... :)

It sure looks like your consult call gets to IR BEFORE IVR has the time complete the transfer. You have event Held and then Event Route.... without EventRelease for the xy call :)

What I suggest you do is add a 4 second delay VDN between IVR and IR.

Vic

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