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ladocelotladocelot 

Transfer call in SoftPhone

Hi, i have a doubt.

 

User '1' receives a call from a customer and creates a case. Then he transfers the call to user '2'.

would be possible to open the case created by User '1' automatically when User '2' press the "Complete transfer button" in SoftPhone?

 

Thanks

 

Greetings

werewolfwerewolf

In the CTI Toolkit, when a call is transferred, the toolkit attempts to attach the contents of the call log to the call.  If User 1 had saved the case prior to initiating the transfer, then when he initiates the transfer, the toolkit will try to attach the ID of that case to the call.  When User 2 receives the call he'll get that attached data, and his softphone will pop on that data rather than on the original call.  His call log will also be default-populated with the information that was in User 1's call log.

 

This is all dependent on the fact that whoever wrote the adapter actually implemented the attached data facility.

werewolfwerewolf

If you are working on coding an adapter yourself, be sure that you always call the base class method whenever you override something from CCTIUserInterface.  That way you'll inherit this call log transferring capability.

 

void CMyUserInterface::CallInitiateTransfer(PARAM_MAP& parameters)
{

CCTIUserInterface::CallInitiateTransfer(parameters);
//The rest of your code goes here
 ...
}