we have a UCCE platform with ICM 7.2.7 and CVP 7.0.2. I have the following call flow at a high level:
- caller dials a toll-free number, goes through CVP IVR self-service and finally reaches an agent if they opt out
- Agent talks to the caller and would want to conference the caller into a CVP training self-service VXML app to train the callers to use self-service
- The agent can then stay with the original caller for the whole time on the conference or drop off in the middle if the caller is comfortable with self-service
 
My problem is: I am not able to capture the agent's extension that did the conference into the CVP training self-service app
 
In the ICM script (as this is not a standalone CVP), we are capturing the ANI as (call.CallingLineID) when the agent initiates the conference (and before he/she completes the conference), but somehow the original caller's ANI is only getting sent to the CVP VXML application.
 
I will explain in detail:
- The original callers ANI is 9045551212
- The agents extension is 12345
- Agent 12345 initiates the conference into RP 99123, but has not completed the conference yet.
- ICM script capture call.CallingLineID and sends that value as ANI to the VXML application via GS
- The ANI value is always 9045551212
 
I am trying to capture '12345' and store it in a DB so I can report on how many times each agent is training callers.
 
Any help is really appreicated.
 
Thanks
Praveen