Greetings.
When an agent is making a manual outgoing call on behalf of a queue, the CLI associated to that queue is sent online an showing on the callee display (unless the trunk config force the CLI to something else).
That's fine.
But when the agent, who has been distributed an incoming ACD call, is transferring that call to an external number, the CLI is empty and the call is seen as an anonymous one by the far end.
This is very annoying.
I tried to 'play' with the trunk config, but nothing did work.
I really don't see the logic behind that.
The system knows which queue is involved (it's not even asking on behalf of which queue the call is made) so it should use the CLI defined for that queue. Sounds simple.
Did you notice the same behaviour ?
Can someone from Genesys expose the logic behind that ?
Is it supposed to change any time soon ?
Thanks for your help
#Implementation#SIP/VolP#Telephony------------------------------
Mayeul BRIVET
CoverApps
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