Transferred Calls not logged properly

[Evolute IT]

Hi,

We have a custom integration using the ReportCall for logging into custom EntityIds.

This works well, except when the call is transferred.

The customer is using attended transfers and it seems to be only reporting the outbound call, and not the initial transferred call, which ends up not closing the call properly in our system. On top of that, it's not sending the EntityId and EntityType.

Is this by design? I believe it should log both or only the internal part of the call.

 

[edossantos]

Hi Fred,

An attended transfer is in fact 2 calls merged together. An inbound call arrives to the extension, then the extension puts it on hold and starts a totally new outbound call. Finally both calls are merged. For the first call you will have a contact lookup. For the second call, if this goes through an external line (and not for example to another extension), you will have another contact lookup. I'm not sure what properties (EntityId / EntityType) will remain attached to the final call resulting from the merge, if the ones from the first or the second call. From what you describe, probably the data for the second call remains.

You can try and see in your lab what happens in v20, as the call manager has been redesigned.

 

[Evolute IT]

From what you describe, probably the data for the second call remains.

Yes, and outbound are not getting EntityIds as it's not the same thing. So we're losing calls.

I will check in v20 for fun.