How to have the agent in the CDR ticket when call arrives to the pilot via a transfer

[alaint73]

Hi
I have an issue to see the final Agent extension after calling a CCD via transfer.
When calling directly the CCD pilot, and speaking to the agent, the accounting ticket contains Agent extension.
But when calling another extension first then transferring the call to the CCD pilot, the accounting ticket created (after speaking to an agent) only contains the CCD pilot number, and there is no indication of the agent extension who received the call.
I cannot see any parameter in OXE that will allow such agent ID ( instead of CCD pilot number) to be in the accounting ticket as final subscriber when call comes via transfer.
Any hint? Thanks in advance.

Alain

[tot3nkopf]

Maybe you need lock 99 (Accounting for ABC calls) activated as the call is routed through hybrid link loop. Never tested such thing though.
I will test this when I have time.

[leo]

Perhaps with CRI lock you may get the same with the aid of CCTA....recently installed one....in some cases we get the agent id who got the tranferred call, and in certain cases the pilot number.

[alaint73]

Thanks Leo,
I opened a ticket with ALU and they told me that it's the "normal" process, so when call arrives to the pilot following the transfer, there is no Agent ID in the ticket.
two question for you leo:
1) are you sure that the CRI lock will solve the issue? because this lock #78 is rather if you have CCTA and want to extract ticket to an external PC.
2) about CCTA, I was looking at it as my alternate option, but it does not seem to allow real time CCD communication tickets to be sent out!! but rather once daily. Do you know if there is a real time capability that I may have missed? and more importantly, can those ticket be in form of plain text file just like accounting ticket on the fly ( serial output)?

Thanks

[leo]

To answer your points:
1. Please find attached ccta output captures depicting the transfer events showing pilot number in one case and agent id in another case.
2. No it does not allow real time info

[dinushaapogee]

Hi All,

is this CCTA feature required a license, if yes what is lock number and how it activated via ACIS.

also i tried to open capture.zip uploaded by leo, but it says "The selected attachment does not exist anymore".

please reply and if you have sample ticket file please upload.

thanks,
Dinusha.