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Issue with auto identification of customers based on inbound call

Hi experts

we have C4C system receiving inbound calls from Avaya. the inbound phone number searches and identifies the customer and the interaction is tagged to the customer. Recently, we had our internal avaya extensions changed to 7 digit extension, now when an agent forwards a call to another, this is identifying a customer based on the phone number and tags the forwarded call to the customer which is causing a lot of confusion.

has anybody got a similar issue while forwarding a call from one agent to another?

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  • Posted on Oct 17, 2019 at 07:23 AM

    We have Avaya with 6 digit extensions. The customer's CLI is not retained on a transfer in our system and in fact I didn't even think that was possible. Maybe your telephony provider made some other changes when they extended the extension length eg an upgrade to Avaya?

    Here's an example from our CTI log of an agent receiving a transfer, edited slightly to remove details of our internal setup. The original call was made from an external mobile phone but the log below shows the CLI as the internal extension number agent 1 used to transfer the call to agent 2 (290222). If you are able to access your Avaya/CTI logs you can check what is being passed on a transfer and if that's changed, if you have historical logs.

    20/07/2019 10:38:16: EVENT: INTERNAL_CALL DDI:290111 CLI:290222 UCID:00001112221563615496 XML:<call_ucid>00001112221563615496</call_ucid><call_uui>#0000000000212111#0000000000212111#</call_uui> TagData:#0000000000212111#0000000000212111#

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