BCM 3.7 Transfering calls to a skillset

[mkimmer]

I have a BCM400 running 3.7 with call center. The issue is.. Whenever the call comes into the BCM via copper Line.. and is answered by the skillset and it's using intelegent routing. So as soon as you queue up into the skill set.. you press 2 and it goes to another skillset.. when they are done with the customer, they transfer the call to another skillset but the call bounces right back to them... any ides?

hope that makes since

 

[TLDuk]

Simple you cannot transfer calls to a skillset

 

[biv343]

You can transfer calls to a skillset provided the caller you are transferring is on a trunk.

Check the routing steps of the skillsets - are you sure that the agents aren't logged into multiple skillsets? First guess to me is that the agents are logged into multiple skillsets and they are the next available agent in the skillset they transferred to.

 

[mkimmer]

These agent are in only one skillset. They can transfer calls to other skillsets just fine. So the reply that you cant transfer to a skillset CDN is not correct.

 

[mkimmer]

Hey Biv343 ... I did find that the only time they cant transfer the call is when it comes in on a copper trunk. If we call that skillset directly using a DID, then they are able to transfer the call just fine to the skill set. any ideas?

 

[huffditty]

mkimmer, if I remember right they are in 2 skillsets, so what biv343 said is a valid point..just a thought.

 

[biv343]

Does that line ring on a phone as well, or directly to a skillset or AA? Any line marked as "private to: DN" could cause an issue.

Check the programming on the trunks - type of trunk doesn't matter.

 

[TLDuk]

Sorry i miss understud the question...