Call Master IV - Conference multiple extensions oddity 1

[des0906]

We've been trying to pin down the source of the following issue, sent from one of our users. Note that all users mentioned are logged into Call Master IV phones, in the same ACD Skill and with a common COR on their agent login id's:

1.) Sarah Called Julie. Placed Julie on Hold.
2.) Sarah called Cherise, spoke with her and hung up.
3.) Sarah got back on the phone with Julie and then hit
Conference
4.) Sarah called with Cherise, waited for her to pick up,
and then hit conference again to bring Julie into the
conversation
5.) Once Sarah hits conference, it will not conference
Julie in. Two call appearances, one for the Julie call
and one for the Cherise call, blink as if they are on
hold.

On step 4 above, if Sarah hits conference again BEFORE talking with Cherise, the conference works successfully. Also, if Sarah never placed Julie on hold in the first place, the conference would work. We are assuming this would be the same situation for transferring as well.

So, it seems like if you place the call on hold and then try to conference or transfer, you can't.

Any thoughts or educated guesses will be welcome!

Thanks.

G3r\Octel VMX 300
"Sanity is a goal, not a guarentee"

 

[theavayaguy]

This may happen if Sarah's phone does not have three call appearances. I believe another call appearance would be required to complete that conference call.

Just a hunch

 

[SF0751]

From the Admin manual:

Users of Digital Communications Protocol (DCP), Hybrid, and wireless phones can conference a call on hold. If there is only one call on hold, no active call appearances, and an available call appearance for the conference, a user can initiate the conference process without taking the call out of hold. When the Conference button is pressed, Avaya Communication Manager assumes the conference is for the call on hold, and the conference feature works as usual.

If there is more than one call on hold, the user must make a call active in order to include it in a conference. If the user presses the Conference button with two or more calls on hold, Avaya Communication Manager will ignore the conference attempt since it will not know which call the user wants to conference. If there are calls on hold and an active call, pressing the Conference button will start the conference process for the active call.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[des0906]

Susan,

Wonderful bit of info. After a bit more investigation, one of my colleagues determined that it was our SSC (Single Step Conferencing) that was causing a CTI event lockup for that station, thus disallowing the conference. We are working with Avaya and the third-party call-recording solution provider to resolve this, but I get a feeling it won't be especially easy or quick.

G3r\Octel VMX 300
"Sanity is a goal, not a guarentee"

 

[des0906]

As a follow-up on this thread, I thought I would post the further adventures we've had in tracking this problem down. The post by theavayaguy was right on track; a fourth call appearance does fix the problem. I tested this in the same situations and it works wonderfully. Why our vendors thought it was the SSC component, I don't know. I've informed them of the developments; now we'll see what happens.

Thanks again, everyone.

Avaya 8720\Octel VMX300
"Sanity is a goal, not a guarentee"