ACD Agent conference off PBX

[runsamuck]

ISSUE: ACD client rep receives client call - client rep needs tech support - tech support is busy - client rep tells client that they will call client back when tech support is available - client rep calls into tech support ACD, waits in queue, call is answered by tech ACD rep - client rep presses conference button and dials client's number, client answers, client rep presses conference button - "no" conference bridge with tech rep.
ASSUMPTION: the reps are connected through the PBX as agents not stations, therefore they cannot be conferenced into a call.

 

[Stinney]

It shouldn't be the agent login that's causing the issue.

My coworker here says that it's probably the Disconnect Supervision on the Trunk that the call is routing out on. He said the Out? field should be set to y.

- Stinney

Quoting only proves you know how to cut and paste.

 

[golfnutx14]

I had a similiar issue. Instead of Transferring to the 4 digit extension of the Hunt Group, transfer it to the 4 digit VDN for that Queue.