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DavidBealing

Joined: Mar 28, 2014
Messages: 2
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If a call is delivered to a non-monitored agent on a non-monitored desk phone and that call is then consult-transferred to an agent on a second, monitored station... is it possible to determine the caller id of the original call from the second station's Tsapi events ?

Am I right in thinking it is only possible if the first station (or the incoming VDN) is monitored too ?

Thanks in advance.
Dave
MartinFlynn

Joined: Nov 30, 2009
Messages: 1796
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If there is any phase of the call where it is not being monitored by the AE Services, it is no longer possible to get the caller ID.

You need to monitor the call from the start. This means making sure you have a monitor on the number that originally received the call (VDN or station). Once you detect an incoming call, it is possible to start a Call monitor on it. This will ensure the AE Services does not lose track of it if it is transferred to an unmonitored VDN/station.

Martin
ShantanuJoshi

Joined: Dec 12, 2013
Messages: 21
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In the specific case you described, you can retrieve the original caller ID using the LucentCallInfo.getOriginalCallInfo() method. This will give you the called device and calling device for the last 'hop' of the call. This may not always be available, and if the call goes through more steps before reaching the monitored station, the call info may be missing.
For complete information about a call, as Martin said it is best to monitor the call from the start.
DavidBealing

Joined: Mar 28, 2014
Messages: 2
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Thats pretty much as I expected - Thanks for the prompt feedback.
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