7.1 - During a warm transfer, the Contact Center Monitor realtime shows the transferring agent ID instead of originating Caller ID

Article ID: 52218 - Last Review: November 10, 2014


When Agent 1 receives a call from an external source and then performs a warm transfer to Agent 2, the realtime monitor in Contact Center Client will display Agent 1 as the caller ID on Agent 2's card.

This behavior is correct, though previous versions would show the external caller ID instead.



Keywords: caller id warm transfer realtime real-time real time CCC contact center client

Posted Monday, November 10, 2014 by AndrewM