I am using Notification API to subscribe to agent events. Is there a way to know if the call received by the second agent is a call transferred by agent 1. I want agent 2 to know that it is transfer call , irrespective of any attribute present in agent 1. Since I might have two instances running and one instance might handle agent 1 and second instance might handle agent 2 so there is no way for agent 2 to know agent 1 attributes unless I have some common cache which I dont want to.
If you look at the conversation's segments and look at the latest one directly preceeding the agent's involvement, you can identify where it came from (a user, ACD queue, IVR, etc.).
Thank you for response. I will look at your suggested approach.
I identified transfer from conversation segment , usually transferred call had two agent participant with one of them in disconnected state.
Hope this helps others who are looking for similar answer.
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.