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<!-->

Hi team,
My customer is trying out the following call flow:

 
1.calls comes in from a T1 PRI and is routed to Contact center.
2.If agents are  available  Calls  will 
answered by agents ,
3.If no agents are available  call has to be  queued to
Skill Group for 27 secs,
4. After 27 secs calls has to be transferred to an external number
through the same T1.
5.If all channels are busy calls has to be queued to skill group
till agents are free or channels are free.
 

Solution:
 To  Identify that  All the channels in T1 are busy
the " Call Consult Transfer" Node in IVR used.
 
Problem Description:
 The Issue we are facing now is ,when we use " Call Consult
Node " in IVR Script , The IVR is not sending the information to ICM about
the calls which are sent to external number, ICM still thinks calls
are in IVR , which is resulting "Stale Calls or phantom Calls".
These
phantom calls are getting queued to Skill Group which in turn resulting in
Agent Desktop Stuck in Reserved mode as no calls are delivered to Phone.
 
Any ideas on how to avoid this issue.