UCCX Get Calling Party info

Question

Hi Expert,
I've the below requirement, caller_X calling in to the main line/script_A from the PSTN, the script routed the calls to the agent_A. Here the calling party is caller_X, and the called party is script_A (mainline number). When the agent_A completed the calls, he/she would like to transfer the current call to another CTI_RP/script_B, which handled by UCCX as well.
In such cases, the calling party should will display as agent_A or the caller_X? If i want to retain the calling party as caller_X, can i use the "Get Call Contact Info" calling party setting? and if i want to display the agent_A who transfer the call, can i use the "last redirected numberd"
TIA

Answer 1

Ok, I think I understand what you are saying.  Here is what I think, in my own words, but copied from another conversation I had with someone who e-mailed me directly about the same topic.
It turns out that a transfer is consultative, meaning that, the Agent truly is the one calling the script, up until the point at which they complete the transfer.You are simply checking the Calling Number too soon in the script not giving the transfer enough time to complete.
To prove that this is actually the case in your situation, you could simply create a new script to do test transfer into and it could look like this:
Variables
String calling_number = ""
Script
Start
Accept (--Triggering Contact--)
calling_number = Get Call Contact Info (--Triggering Contact--, Calling Number)
Play Prompt (--Triggering Contact--, S[calling_number])
Play Prompt (--Triggering Contact--, S[321])
calling_number = Get Call Contact Info (--Triggering Contact--, Calling Number)
Play Prompt (--Triggering Contact--, S[calling_number])
End
When you go to setup your transfer, you will hear the system play back your Agent phone number.  Then you will hear "three, two, one".  You need to complete the transfer before the count down ends.  If you do, then your caller will hear the second calling number playback which should be their own.  However, if you wait all the way through count down and the second playback you will hear your Agent number twice.  Note that the key thing in the script, is that I am "asking" for the calling number again with the Get Call Contact Info step after the transfer completes.You have a few options here:
1. Train your Agents to transfer quicker2. Put a delay in the beginning of the script after the answer but before the Get Call Contact Info step3. Move the Get Call Contact Info step further down in the script closer to where you need to use it
Hope that helps.  Let me know if you need more help, and I'll see what I can do.
Anthony Holloway
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