Question about how session transfer works RRS feed

  • Question

  • Hi,

    I looking at the session transfer features of CCF, and I can see how you when you transfer a session, the session transfer table gets updated, but how does the recipient get informed of this?

    Does each client poll the server routinely or is there some other mechanism.

    Thursday, April 30, 2009 1:32 PM

All replies

  • When the call/session is transferred to a new agent, a new session is created as normally inside the running CCF AgentDesktop. When this non global session is created inside CCF AgentDesktop, AgentDesktop queries the backend services to check if there was any transferred session for this contact. If there is, it loads the context and related information from the back-end.

    The function that loads all the session transfer related information is ''GetTransferredSessionInfo'' and this is invoked inside the 'AddSession' method of Desktop.cs file.

    Also see the Save and Restore functions of the AgentDesktopSession.cs file. it allows you to override what is stored and retrieved.

    Wednesday, May 13, 2009 11:02 AM
  • Hi Thanks for your response.

    How does the user know that a session has been transferred to them?
    How does this work, when an agent wishes to transfer a session to another agent, is there a point to point communication performed, or does this notification work?

    Monday, May 25, 2009 11:26 AM
  • The session transfer is coupled with CTI in this regard.

    Think of it as two separate entities, the voice line and the customer related session data which is stored in Context etc. This data is stored in the database.  Don't remember the name of the table, but have a look at the database tables, its fairly intutive.

    The voice, call-pop, is transferred using the CTI provider (CCF is just a client of that provider. you can couple many industry leader - Genesys, Avaya, Cisco, Norte - etc to transfer the voice part.  Out of the box, support for TAPI and TSAPI is provided.When the call-pop is received by an agent, a new session is started. At this point the receiving agetn does not know that it is part of a session transfer. Now when the session is being initiated, it looks up to see if there was any pending session associated with this and loads it using the function ''GetTransferredSessionInfo.
    Thursday, July 2, 2009 8:25 PM