I have an Avaya Definity system ver. R013x.01.2.632.1
One call center for a doctor's office with two skill groups; one for referring physician calls, other for patient calls.
Intermittently, a parked call becomes connected to a transferred call.
EXAMPLE:
Operator 1 on x49605 parks a referring physician call on x49612, a staff doctor's phone.
Operator 2 on x49606 transfers a patient to a nurse desk on x49604
Before the staff doctor or nurse can answer their respective calls, the two inbound parties are joined like a conference call.
That's the HIPPA violation I need to remedy.
I have made sure the operators are parking and transferring properly. No inadvertent pressing of the conference button here.
Very perplexing, any help appreciated.
One call center for a doctor's office with two skill groups; one for referring physician calls, other for patient calls.
Intermittently, a parked call becomes connected to a transferred call.
EXAMPLE:
Operator 1 on x49605 parks a referring physician call on x49612, a staff doctor's phone.
Operator 2 on x49606 transfers a patient to a nurse desk on x49604
Before the staff doctor or nurse can answer their respective calls, the two inbound parties are joined like a conference call.
That's the HIPPA violation I need to remedy.
I have made sure the operators are parking and transferring properly. No inadvertent pressing of the conference button here.
Very perplexing, any help appreciated.