AVST transferring to an extension and need to transfer back out

[pkenagy2]

We recently transitioned our Audix to AVST. With Audix, our call center agents were able to transfer a call to an extension, and if their greeting answer, could *T on the phone pad and take them back out and attempt another extension, and so on, until someone answers. We have not been able to find a similar method with AVST to "take the call back" and attempt to transfer to another. I was able get somewhat close by dialing an extension, getting their greeting, pressing cancel and hitting transfer again and putting in the next number, and so on. The main objective is to keep the clock ticking on the call for the agent so it continues to look like a single call until they find a live person to hand the call off to. SADLY, several of our call centers are still using Call Masters (yes it's true) so they may not have some options as I do on my 9608.

Any suggestions? Thanks so much and Happy New Year!!!!

 

[avayaguy23]

Not possible. Aam couldn’t do it either. Once it leaves the vector and goes to VM it can’t go back unless you trying to do some sort of weird attendant thing which your cms reports would be all whacked.