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  • 1.  Calls to call enabled groups are showing a random group member as the caller?

    Posted 3 days ago
    Edited by Dave Halderman 3 days ago

    Just what the subject says. We have a number of groups that can be called via a Transfer To Group step in an inbound flow. The call alerts the group as expected except for the caller name. I was able to watch it on a screen recording. It showed the real caller info for maybe 1/2 a second, then changed to the name of an offline member of the group that was being alerted.

    One of the agents actually noticed that the correct caller information was still showing on her Polycom desk phone. It was just the caller information on her monitor that was incorrect.

    I see this old thread describing what appears to be the same issue. They thought it was fixed at that time. Do I have something set up wrong? Is this a bug?


    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Dave Halderman
    Business Analyst
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  • 2.  RE: Calls to call enabled groups are showing a random group member as the caller?
    Best Answer

    Posted 2 days ago

    Hello Dave,

    I would recommend taking a look at this flow in Architect and seeing what actions are being called after the Transfer To Group block. If you have it enabled, I would recommend checking out that flow's Execution History. Depending on your level of data gathering, you can see what info is populating each variable and when. That can help you narrow down what is causing the name swap.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Calls to call enabled groups are showing a random group member as the caller?

    Posted 2 days ago

    As luck would have it, I'm collecting all execution data on that flow. I don't see any data modified within that flow. All of the built-in variables are set by the time the flow starts. I have a Switch step that looks at Call.CalledAddress. That sends it to one of several Transfer to Group steps. After that is a Disconnect step. There's some logic on the failure path of the Transfer to Group step, but that didn't execute. Call.RemoteName is the one that you were hinting at getting changed within the flow, right?



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    Dave Halderman
    Business Analyst
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    Original Message


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