heathersuzanne
Technical User
Hi All,
I just inherited an Interactive Center and I know nothing about it. Trying to learn now, but came across an issue we cant explain.
Agent 1 receives an inbound call via IC web client. Agent 1 realizes tha tthe call should have gone to another toll free number, so the agent tries to transfer it to the toll free number. The call never goes. If the agent had tried to transfer to a Long Distance number, that works. and if the agent tries to transfer to the toll free number using the phone itself, that works. It only fails when trying to use the IC client.
If I do a trace on a call that fails, I see that the '9' ars code never gets passed to the PBX, hence, no call transfer.
In a different test, I traced a call to a number that does work, and alas - there is the '9' FAC for the outside line...
Anyone have any idea why the 9 would be getting stripped from calls that are transferred out of IC to a Toll free number? Props to anyone who can get this one...its nuts...
Thanks all!
Heather
I just inherited an Interactive Center and I know nothing about it. Trying to learn now, but came across an issue we cant explain.
Agent 1 receives an inbound call via IC web client. Agent 1 realizes tha tthe call should have gone to another toll free number, so the agent tries to transfer it to the toll free number. The call never goes. If the agent had tried to transfer to a Long Distance number, that works. and if the agent tries to transfer to the toll free number using the phone itself, that works. It only fails when trying to use the IC client.
If I do a trace on a call that fails, I see that the '9' ars code never gets passed to the PBX, hence, no call transfer.
In a different test, I traced a call to a number that does work, and alas - there is the '9' FAC for the outside line...
Anyone have any idea why the 9 would be getting stripped from calls that are transferred out of IC to a Toll free number? Props to anyone who can get this one...its nuts...
Thanks all!
Heather
