Assisted Transfer won't follow "Next" result path

Question

Assisted Transfer won't follow "Next" result path

sceaton (TechnicalUser)

(OP)

5 Jul 20 15:53

Hello everyone!

IPO 9.1.12 build 213

I'm using an Assisted transfer module in VM Pro and need to follow the "Next" result path. I have enabled "Complete Sequence" on the Start Point, but no matter what I try, once a call is answered, or disconnected, the Next path isn't followed.

I suspect the Next result supposed to be followed when the call is *answered* because when the call is picked up, System Status shows the connection to VM dropped. Either way, it's not working for me. Unfortunately, it's essential for Next to be followed for my call flow to work properly.

I've tried various timeout settings on the Complete Sequence but that doesn't make a difference.

DbgView doesn't report any related error from what I can tell.

Any ideas?

janni78 (IS/IT--Management) · Answer 1 · 2020-07-05 16:40:53

I suspect that since it will transfer the call if answered, it will not continue after that point, although it might be a bug.

Why do you want it to continue after the call is answered?

"Trying is the first step to failure..." - Homer

sceaton (TechnicalUser) · Answer 2 · 2020-07-06 15:38:58

Hmmm. The Assisted Transfer help file says:
#####
Next:
Route the call to a following action in the call flow. This connection can be followed even after the caller has hung up if the Start action option Complete sequence has been selected.
#####

I read this to mean that regardless of transferring the call or if the caller hangs up, this path will be followed as long as Complete Sequence is selected on the Start Action.

I've built a pretty complex call distribution system based on database queries and need to log the extension that successfully answered the call. Without being able to record who successfully answered the call, I can't update the database with that info, which is the whole point of this project.

janni78 (IS/IT--Management) · Answer 3 · 2020-07-06 16:06:11

dbgview should something if you put the loglevel to Verbose.

But you might need to ask Avaya if the behavior is intended or not.

"Trying is the first step to failure..." - Homer

sceaton (TechnicalUser) · Answer 4 · 2020-11-23 14:47:40

I just remembered that I never reported back the solution. Turns out that "Complete Sequence" must be checked/enabled on EVERY start module in the call flow. I have multiple modules calling each other and while I had "Complete Sequence" enabled for the module with the Assisted Transfer action, I did *NOT* have it enabled for the prior/upstream module(s).

I spent an inordinate amount of time figuring this out; hopefully, it helps someone.

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Assisted Transfer won't follow "Next" result path