BCM transfer callerid incoming number

[former_member624990]

Hello Experts,

How to make a callerid substitution when transferring a conversation to the second call line (call transfer). It is necessary that the incoming external number of the client be displayed on the second call line, and not operator number.

[former_member624990]

Jukka Suhonen

Thank you for explaining so well

And if you need to redirect to another IP PBX ?

[Former Member]

Hi,

Thanks for the info. Based on that I'm able to give you the answers.

CDT has two different methods to do a transfer; "warm transfer or assisted" where agent 1st calls to destination and then presses connect button and "cold transfer" where agent just forwards the call.

In case of warm transfer AgentA first calls for example to AgentB, there AgentB sees incoming call from AgentA and the number is not changed even AgentA connects customer and AgentB. Basically AgentA joins customer to call he had with AgentB - therefore the customer number is not displayed. This is by design. If AgentB wishes to know more about call flow (which IVR and queue this call is coming from) he can utilize 'Call Event History' view.

The view can be enabled from SC:
SC - Users and Role Management - User Settings Template - the template - CDT Phone Settings - Show Call Event Button (2nd from the top at right side)

And as well in CDT:
CDT - Tools - Settings - Phone - Show Call Event Button (again 2nd from top at right side)

With a case of cold transfer AgentB sees customer's number as call is transferred directly to him.

Br,
Jukka

[Former Member]

Hello,

Could you please describe in more details? Is this CDT to CDT transfer or CDT to mobile phone transfer for example?

BR,
Jukka

[former_member624990]

CDT to CDT transfer