Agent is busy until Conferenced user ends the call.

[phoneTTech]

Have a site that was 9.0.12 upgraded to 9.1.12. The do a warm transfer using conference to another site. The agent is not able to take another call till the user at the second site ends the call. I thought there might be a nouser entry. I have not been able to find it. The customer discovered it in his daily chronicle report. Thank you in advance!

 

[intrigrant]

The do a warm transfer using conference to another site

A conferenceis not a feature to transfer a call.
The user must press the transfer button and either press complete to perform a blind transfer or wait for answer, announce the call and press complete to transfer the call.

 

[sizbut]

Without knowing what application/phone/process the agent is using and the type of lines the system has its hard to say anything other than 'huh', 'yeah' and 'probably'.

Stuck in a never ending cycle of file copying.

 

[IPGuru]

& if they wish to cancel the transfer & return to the original caller they must press the DROP key not simply press the original appearance key


Do things on the cheap & it will cost you dear

 

[phoneTTech]

Sorry for the lack of info. They have Sip trunks and are using 9508 phones. A customer will call in to a longest waiting hunt group. One of the agent gets the call. Press conference and dials an outside number to another location. The 2 location picks up than the original agent hits conference again so the can announce to the caller who is going to help them. then the original agent hangs up. This works fine except that they original agent is consider busy till that call has ended. he agent does have busy on held checked. Thank you!

 

[TheSmash]

Intrigrant has already answered your question. Use this method and you won't have any different experience and the user will no longer be busy.

ACSS (SME)

 

[TouchToneTommy]

Press conference and dials an outside number to another location.

Well, you're doing things wrong. Don't press conference, press Transfer. Dial the outside number, and after telling the agent what's up, press Complete. Boo hoo, that the original caller doesn't get a personal introduction to the new agent, but that's how you transfer calls.

Or put original caller on hold, place call to outside agent to see if they will accept the call. Disconnect from the outside agent, reconnect to the call on hold and do the transfer starting from step 1

 

[Pepp77]

The way they do it is actually not a bad way and it should work - at least it does for me.

I receive a call, press conf, dial my colleague, when he answers I press conf, tell the two parties who is on the call and then hangup my phone, yes they get the annoying beep to show I have dropped off, but I am then free to do what I want with my phone.

| ACSS SME |