We recently started seeing a different behavior for the way calls ID to an agent after reaching them via a station that covers to a VDN then queues to a skill. The expected behavior in this situation is the agent will see the VDN name on their phone display and hear a VOA for that VDN. Now the agents are seeing the originally dialed number on their display (station with coverage) and not getting VOA.
A quick breakdown of an example call's flow. Our CM is showing the same behavior for any station covering to a VDN, not just this one.
Call to x15320 > 4 rings > Cov to v-57325 > Queue to skill > agent now sees 15320 instead of 57325 on call info display.
This possibly could have been introdiced with our recent patching to latest 8.1.x release, but we did not become aware of any issues until several weeks after the upgrade. I have checked through the sys coverage-forward options and everything seems to be set correctly in there for our needs. Any suggestions for a setting that dictates what info is presented for the agent in this situation?
A quick breakdown of an example call's flow. Our CM is showing the same behavior for any station covering to a VDN, not just this one.
Call to x15320 > 4 rings > Cov to v-57325 > Queue to skill > agent now sees 15320 instead of 57325 on call info display.
This possibly could have been introdiced with our recent patching to latest 8.1.x release, but we did not become aware of any issues until several weeks after the upgrade. I have checked through the sys coverage-forward options and everything seems to be set correctly in there for our needs. Any suggestions for a setting that dictates what info is presented for the agent in this situation?
