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12.1.15.1. Feature Description Previous topic Parent topic Child topic Next topic

If a call that was routed by ACD has reached a Call Director and this call is transferred by the Call Director to an agent which is logged on and available, then the original caller sees on the display the DNIT number which was originally dialed, instead of seeing the agent's number.
The transfer can be either made by ACL commands SingleStepTransfer or Consultation and Transfer, or it can be executed as Transfer ringing or Transfer talking.
The calling station can be any station, and the Call Director can also be an analog port.

Scenario

A station dials a DNIT number, which is routed via ACD to a group of agents.
If none of the agents are free, then the call is routed to a Call Director.
The caller sees on the display the DNIT number.
The call is held for as long as there is no free agent.
As soon as an agent becomes free (still logged on and available), the Call Director transfers the held call to a free agent.
After the transfer is executed and the agent's station is ringing, the caller will still see the DNIT number, even after the agent has answered.