Call event query when incoming call moves to another ready agent when first ready agent does not answer call. Which events fires from DMCC server. We need manage this in our custom desktop to enable disable Answer button. Please advise.

You are not providing a lot of important information here so I have made the following assumptions:

1. The call is made into a VDN
2. You have a call monitor on that VDN
3. The VDN delivers the call to a vector which routes the call to a huntgroup
4. The agents are skilled with that huntgroup.
5. The Huntgroup is configured to redirect the call if the agent does not answer (Using the 'Redirect on No Answer (rings)' parameter?)

In this case, I see the monitor getting the following events:

<Call comes in>
o DeliveredEvent (call delivered to VDN)
o DeliveredEvent (call delivered to Agent1's phone)
<Agent1's phone rings for number of rings, causing the call to divert to another agent>
o DivertedEvent (call diverted from Agent1's phone)
o DeliveredEvent (call delivered to Agent2's phone)

Martin

Thanks Martin. Yes your assumption is correct. We want to know is there a way to identify at Agent 1 the call has been redirected. Once call redirected we are not getting call delivered event. We have used DMCC dot net SDK.

Do we get any missed call event or call redirect state any thing?

Regards,
Pravin

If your monitor is on Agent1's phone you will see:

<Call comes in>
o DeliveredEvent (call delivered to Agent1's phone)
<Agent1's phone rings for number of rings, causing the call to divert to another agent>
o DivertedEvent (call diverted from Agent1's phone)

You can check all this out for yourself using the DMCC Dashboard. It is included in the DMCC .Net SDK.

Martin

Thanks Martin. It worked for us. One more query we have in which call event and which parameter (DMCC) we will get VDN name for each incoming call.

Regards,
Pravin

I see John answered your question in another thread.

Martin