Description
POM agent conference calls are successful, but when the agent drops from the conference, both the outbound call that POM made and the transfer call initiated by the agent are dropped instead of being merged and remaining on the call together.
Cause
The routing configuration in the Avaya Session Manager (ASM) does not route the external number being dialed by the agent through the Avaya Communication Manager, but sends it directly to the Session Border Controller (SBC). When the Merge instruction is sent from the agent Desktop it is passed to the ACM, but the Merge fails because the ACM does not have any information about the call leg that was routed directly to the SBC for the external call. Therefore the transfer fails to be performed.
Solution
Procedure
The routing configuration needs to be changed in the ASM. When the number is sent from POM, ASM needs to route that to the CM. When CM sends the number, it then needs to send it on to the SBC. This causes the CM to have that call simultaneously, so when the refer comes in on the other call, it is able to handle the call as it replaces header and merges the call and removes POM from the equation and links the two other callers.
