BCM450, Release 5 with Contact Center, PEPs updated last month.
Customer uses conference as a "warm transfer" in the following scenario:
Call comes into Agent A.
Agent A feels that Agent B would be better suited to handle the call so he conferences in Agent B.
All 3 parties are on the line when Agent A presses the "transfer" softkey to release himself and let the caller and Agent B carry on the conversation.
This works fine in the above scenario as long as the caller is an INBOUND caller to the agent.
The issue is that Agent A checks voice messages and has to call a client back. Using the same scenario as above, only Agent A has called the client rather than the client call into the call center, the "transfer" softkey never shows up allowing Agent A to "warm transfer" the call to Agent B.
Make sense? Is this just a limitation of the system or is there a setting to the phone I can change?
Customer uses conference as a "warm transfer" in the following scenario:
Call comes into Agent A.
Agent A feels that Agent B would be better suited to handle the call so he conferences in Agent B.
All 3 parties are on the line when Agent A presses the "transfer" softkey to release himself and let the caller and Agent B carry on the conversation.
This works fine in the above scenario as long as the caller is an INBOUND caller to the agent.
The issue is that Agent A checks voice messages and has to call a client back. Using the same scenario as above, only Agent A has called the client rather than the client call into the call center, the "transfer" softkey never shows up allowing Agent A to "warm transfer" the call to Agent B.
Make sense? Is this just a limitation of the system or is there a setting to the phone I can change?