*8 Transfer Connect

[Sandman83]

Hello Everyone,

I am trying to transfer a call using AT&T's Transfer Connect option via a CCT. The way Transfer Connect works is as follows;

1. A customer dials our 800 number that has been provisioned with Transfer Connect.

2. The call is connected to an agent.

3. The agent determines the call needs to be transferred somewhere else.

4 The agent can press *8 on the active line (The customer will here those two digits.), then dials a 10 digit phone number (AT&T mutes the customer side when it hears the *8 so the customer will not hear those digits.). AT&T then takes back the call (freeing up our trunk) and send the call to what ever number the agent dialed.

What I want to do is have the banker blind transfer the call to a CCT and have the CCT Transfer Connect the call to a number provided by our ICM system.

Currently ICM populates variable A with the number to be dialed and this works if we do a regular transfer by selecting another trunk and tying the two trunks together. If we try to dial the *8 number using the dial step AT&T doesn't hear the tones and the call goes no where. If we record the *8 as an announcement, AT&T responds and waits for the 10 digit number. If we then use the dial step, AT&T again does not here anything and times out.

This leads me to believe that the dial step does not actually produce any DTMF tones, but if it doesn't, how does it tell the carrier what number to dial?

Thanks for your Help,

Tim.

P.S. If we record the phone number as an annoucement, Transfer Connect works fine. This is not an option for us though because we have over 1000 numbers that could be dialed.

 

[Moebius01]

We ran in to the same problem a while back. It seems that during a TnT style transfer, the Aspect can not outpulse DTMF. I think the system is designed in such a way that it only pulses on a new trunk.

In the case with too many possible numbers, I can only think of a couple of options. You should be able to program outpulse macros with a SoftPhone application. The other option would some manner of IVR or possibly Contact Server based application to handle this, but this could become very complex.

In our case, we only had a few numbers that were really used alot, so we used announcements.

 

[McGruff753]

We do this on a fairly regular basis where we can have the system dial out a different number. You need to look at your long distance out CCT and copy it. Add in the dial step with the number you want to connect to. Save it as a new CCT and create a new application for it. To test this, on a teleset with a System Manager level of service, select the Supervisor button, dial #9--- (The --- should be the new CCT number) and hit eneter. You should now be connected to the number the system dialed. Good luck.

 

[Moebius01]

McGruff,

Question. A long distance CCT is going to have a select trunk step in it. In the case of TnT style transfer, no new trunk is selected, the tones are pulsed on the active trunk. Am I missing something there?

 

[McGruff753]

We select an outgoing trunk group (SDN Outbound) and dial the digits. Won't that work in this application as a work around?

 

[Moebius01]

I don't believe so. For TnT to work, the digits have to pulse out on the trunk the customer called in on. Basically, the DTMF tones are heard by the network provider and the transfer takes place in the cloud, not on the Aspect itself. If the CCT executed a select trunk step, then the digits would go down the new trunk, and the incoming trunk would never hear them.

 

[Sandman83]

Thanks for the replies,

Moebius01, you are correct, we need to send the digits down the incoming trunk to utilize Transfer Connect.

We are currently tying two trunks together and dialing what ever ICM populates variable A with. This works, but if we have to transfer many calls (i.e. closing site in an emergency) we take the chance of not having enough trunks to transfer out.

I have been doing a lot of testing with Aspect and may have found the solution. It will take some time to set up a test due to internal policies about changes, but I will post my results when I complete the test.

 

[Sandman83]

Great news,

After changing the the configuration of our inbound trunk group to allow outgoing flash, I was able to successfully complete a Transfer Connect call using only dial steps.

Thanks again for your replies.

Tim

 

[Mattcctech]

Tim,
Iam having difficulty getting this to work. Do you know if the trunks need to be configured a certain way as well as the TG being set to transmit outgoing flash? Also, is there any need for a wait step in between the *8 and dialing the number?
Thanks,
Matt

 

[Sandman83]

The way I got it to work here was using a dial step to dial * another dial step to dial 8 a, 1 second wait step without music, then a dial step to dial the phone number. Remember also that since you are accessing an AT&T specific feature directly, you need to dial the number WITHOUT the 1 i.e. 8001234567 not 18001234567. Last but not least, I would confirm that Transfer Connect is enabled on the TFN by sending the TFN to a CCT that routes to you. Call the number from a seperate phone, then try manually dialing *8 and some phone number from the Aspect phone.

 

[Mattcctech]

The Term and the TFN are provisioned with PACR, so we should be all set, but that is a good idea to test.
Thanks for the info.
-Matt

 

[Mattcctech]

I can get it to transfer connect when I use an announcement and record the tones, but when I dial from a CCT it does not work. Any other ideas? Maybe play the announcement for just the *8, and then dial steps for the rest of the number?

 

[Sandman83]

Have you run a test call with the dial steps then check the log for any errors? If so, what were the errors? Also, are the trunks flashable on the receiving end? (i.e. multiplexer, telco, etc.)