Issue with warm transfer using c# sdk

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  • Problem
  • Updated 2 years ago
Hello team,


While testing the warm transfer functionality we found the below.  could you please check and let me know what can be done.

 

·         Customer calls in the call centre and gets connected with agent 1

·         Agent 1 wants to talk to agent 2 before informing anything to the customer and does the warm transfer to agent 2 to talk internally.

·         After talking for some time agent 1 decides to do the “complete transfer” to agent 2 .

·         Once agent 1 does this agent 2 receives the inbound call and gets connected to the customer and start talking.

·         Meanwhile agent 1 receives the hang up details. Everything works fine till now.

·         Now when agent 2 disconnects the call with the customer notification for hang up doesn’t comes up properly, it is mentioned below.

 

I think the from": "70002", field should be coming with the customer number rather than extension number of the agent 1, it should be like this  from": "+919740398923". Please suggest.

 

Notification Event

 

 "uuid": "6a0231ed-5185-4bbb-9a1d-14220bc71786",

 "event": "/restapi/v1.0/account/1251533021/extension/62409834007/presence?detai

ledTelephonyState=true",

 "timestamp": "2016-10-27T11:51:11.258Z",

 "subscriptionId": "2acdf0de-15ec-4dbe-a242-d0616b5fbe53",

 "body": {

   "extensionId": 62409834007,

   "telephonyStatus": "NoCall",

   "activeCalls": [

     {

       "id": "d9d0471746e64e35b99b746a3336d1e1",

       "direction": "Inbound",

       "from": "70002",

       "to": "70001",

       "telephonyStatus": "NoCall",

       "sessionId": "203823548007",

       "terminationType": "final"

     }

   ],

   "sequence": 155546921,

   "presenceStatus": "Available",

   "userStatus": "Available",

   "dndStatus": "TakeAllCalls",

   "allowSeeMyPresence": true,

   "ringOnMonitoredCall": false,

   "pickUpCallsOnHold": false

 }

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Z Admin

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Posted 2 years ago

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Photo of Benjamin Dean

Benjamin Dean, Alum

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Which C# SDK are you using please (URL + version)?

Typically when issues with SDKs are posted on the Github Issue Tracker for the respective code, but we have an official C# SDK and a community C# SDK, so I want to route this issue to the correct location please.
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Tyler Long, Official Rep

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This is not a C# specific issue. Because the user is complaining that "customer notification for hang up doesn’t come up properly". The content of the notification is determined by platform server side.
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Igor Bebin, Official Rep

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Cannot reproduce on my account, scenario is the same, e.g.
1. Customer ("+18445940104") calls to Agent 1 ("102")
2. Agent 1 makes Warm Transfer to Agent 2 ("101")
3. Agent 1 completes Warm transfer to Agent 2
4. Agent 2 disconnects the call with the Customer, "NoCall' notification in this case looks correct, see below:

      "uuid": "65789472-ca28-4328-b511-b2cf6e594ac0",
      "event": "/restapi/v1.0/account/400540024006/extension/400540024006/presence?detailedTelephonyState=true&sipData=true",
      "timestamp": "2016-11-07T13:08:08.584Z",
      "subscriptionId": "c97ee472-dc07-4e7d-8c5d-1076a365fb97",
      "body": {
         "extensionId": 400540024006,
         "telephonyStatus": "NoCall",
         "activeCalls": [
            {
               "id": "be479380f348417e9ee760950d7a5d4d",
               "direction": "Inbound",
               "from": "+18445940104",
               "to": "101",
               "telephonyStatus": "NoCall",
               "sipData": {
                  "toTag": "b47f68d32c9746fbb3045afa9428cb2a",
                  "fromTag": "10.62.1.94-5070-05c82fc23f1e42b6",
                  "remoteUri": "sip:102@ringcentral.com",
                  "localUri": "sip:101@ringcentral.com"
               },
               "sessionId": "403363265006",
               "terminationType": "final"
            }
         ],
         "sequence": 4497,
         "presenceStatus": "Available",
         "userStatus": "Available",
         "dndStatus": "TakeAllCalls",
         "allowSeeMyPresence": true,
         "ringOnMonitoredCall": false,
         "pickUpCallsOnHold": false
      }


Can you share some scenario details please? E.g. Agents set up (are they in any Call Queue? Call Park orbits group, etc), any other info.