Updating call variables failing for the call type AGENT_INSIDE

[azizshaik]

Hi,

we ran in to a scenario where in we couldn't update the call variables for a call that the agent dialed out using our custom app.

below is the scenario where the update is failing

Agent places a call to a customer by calling the make_call api.

Customer gets the call and accepts the call and Agent and the customer are talking

Agent now wants to conference another agent to talk with the customer, when the agent initiates a conference, we send a call data update request first and once the call data update event succeeds, we then initiate the conference. in this case we get an error mentioned below

    <apiErrors>

      <apiError>

        <errorData>14</errorData>

        <errorMessage>E_CTI_PROTECTED_VARIABLE</errorMessage>

        <errorType>Call Variable is protected</errorType>

      </apiError>

    </apiErrors>

  </data>

  <event>put</event>

  <requestId>60af45ba-3041-47e6-8720-977bd214fa98</requestId>

  <source>/finesse/api/Dialog/2130872371</source>

</Update>

attached is the log of our app..

it works perfectly fine with a regular inbound call.

Can any one please help us out.

[dekwan]

Hi David,

Looking at the logs for the cold transfer, it shows that Finesse is receiving the call for agent2 without the call variables. That means that the issue lies within CCE and/or the IVR script.

For the cold transfer, when agent2 receives the call, the call id is brand new rather than one from the original call or the consult call. I would recommend opening a TAC case to see if they can pinpoint the issue within CCE and/or the IVR script.

Thanx,

Denise