Agents reporting customer cut off

[skk391]

Hi all,

I have an issue if I can put it pass someone please.

I have a few agents when receive hot key leads from another system. The cc6 agent is part of an three way conversation between an agent on the other system, the customer and the cc6 agent.

The cc6 agents are complaining that the calls are getting cut off mid conversation. I not sure that it is a technical fault but they a few agents are releasing the call by pressing the cut off button the agent phone.

Is there any report that would tell me if an agent is cutting the calls. The cc6 agents are part of a skillset and login the usually way.

Thanks

 

[sandyml]

What's the other system? Is it a case of a phoneset initiating the conference on the first system, and then dropping out of the conference at some point? If so, that may be your issue.

 

[skk391]

hi, the other system is Avaya outbound dialler. it uses Nortel Cs1000 digital extension cards for the agents phone and passes the call to cc6 agents also using cs1000 extension cards.
This problem doesnt seem to occur for all uses through. Could it be an issue with the way the call is transferred?

I just thinking that there are a few methods that the call can be tranferred, either a straight transfer (blind) where the outbound agents click on a transfer button tranfer the call to the skillset and move onto the next outbound call, or a three way conversation where the outbound agents first talks to the cc6 agents telling them that they have a customer ready to be transferred and then transfers the call. Do you have any idea?