call seems to be timing out before agent can finalize transfer

[moonraker169]

i have a group of call center agents on an ip500 running v4.15 and am having complaints that when an agent has a caller on the line(caller A) and puts them on hold to call another user across the tie line(caller B), by the time caller B picks up and the agent presses transfer to complete the transfer, they lose caller B and only have caller A on the line.

is there some sort of timing option i'm not aware of?

 

[jamie77]

Don't put on hold to transfer, press the transfer key!! Then hang up or press transfer again to complete.

Jamie Green

ACA:Implement - IP Office
ACS:Implement - IP Office

http://www.alliedcom.co.uk

Football is not a matter of life and death-It is far more important!!!!

 

[moonraker169]

im sorry i explained it wrong. the agent never puts anybody on hold. they hit transfer and hit transfer again to get caller A and B connected.

 

[moonraker169]

there is a timing tab on the tie line which has each of these timing options.

Timers Sub-Tab Settings

· Outgoing Seizure: 10.
· Wink Start: 5000.
· Wink Validated: 80.
· Wink End: 350.
· Delay End: 5000.
· Outgoing Dial Guard: 590.
· Outgoing IMM Dial Guard: 1500.
· Outgoing Pulse Dial Break: 60.
· Outgoing Pulse Dial Make: 40.
· Outgoing Pulse Dial Inter Digit: 720.
· Outgoing Pulse Dial Pause: 1500.
· Flash Hook Generation: 500.
· Outgoing End of Dial: 1000.
· Answer Supervision: 300.
· Incoming Confirm: 20.
· Incoming Automatic Delay: 410.
· Incoming Wink Delay: 100.
· Wink Signal: 200.
· Incoming Dial Guard: 50.
· First Incoming Digit: 15000.
· Incoming Inter Digit: 5000.
· Maximum Inter Digit: 300.
· Flash Hook Detect: 240.
· Incoming Disconnect: 300.
· Incoming Disconnect Guard: 800.
· Disconnected Signal Error: 240000.
· Outgoing Disconnect: 300.
· Outgoing Disconnect Guard: 800.
· Ring Verify Duration: 220.
· Ring Abandon: 6300.
· Ping Verify: 600.
· Long Ring Duration: 1100.
· Silent Interval: 1100.