Call sometimes won't transfer to VDN 1

[dudecrush]

I have a user with a 302C "Operator" phone console. Occasionally, she cannot transfer a call to an internal VDN number. Oddly enough, this seems to happen if all agents are busy (or unavailable) for the queue. This would sound like it makes sense, but transferring a call to a busy vector shouldn't matter.

I have a 2424, and I could transfer a call just fine. Her phone is a 302C, and she has to dial the extension and then press the "Release" button to transfer a call. Is it something to do with the model of phone?

We're running an old Defninty G3RV11, if that helps.

 

[Behind8ball]

What does the vector look like, can you post the vector here.

If there is NOT an announcement before queueing to a group you will get a busy signal if all agents are busy.

 

[dudecrush]

Here it is....

1 goto step 7 if staffed-agents in skill 16 < 1
2 goto step 7 if available-agents in skill 16 < 1
3 wait-time 2 seconds hearing ringback
4 queue-to skill 16 pri m
5 wait-time 0 seconds hearing silence
6 announcement 7865
7 check skill 39 pri m if calls-queued < 1
8 wait-time 45 secs hearing music
9 announcement 7866
10 check skill 39 pri m if calls-queued < 1
11 wait time 45 secs hearing music
12 wait-time 0 secs hearing ringback
13 messaging skill 99 for 8550
14 stop

 

[Behind8ball]

With this setup you cannot transfer a call into this vector, you will get an error tone or busy signal, the Avaya system will not allow it. So you need to add a short announcment prior to the queue telling the caller an agent will be right with you.

 

[dudecrush]

Behind8ball - I'm confused....

Since the call is coming from a VDN, what about the vector design stops a transfer? We've never received an error tone or busy-signal on it.

 

[ttcsbarry]

See Bullet point under Call Vectoring

Interactions for Attendant Conference
This section provides information about how the Attendant Conference feature interacts with
other features on the system. Use this information to ensure that you receive the maximum
benefits of Attendant Conference in any feature configuration.
? Bridged Call Appearance
A user can press the Bridged Appearance button on the telephone and join a conference
call only if no more than five parties are on the call.
? Call Vectoring
A vector directory number (VDN) can be included as a party in a conference call only after
vector processing terminates for that call. Vector processing terminates, for example, after a
successful route-to command.
? Trunk-to-Trunk Transfer
If Trunk-to-Trunk Transfer is disabled on the Feature-Related System-Parameters screen,
and the attendant releases from a conference call that involves only trunk conferees, the
system disconnects the trunks.
When a user of a BRI, digital, or hybrid multifunction telephone dials enough digits to route
a call that might otherwise be routed differently if the user dials additional digits, the
telephone does not recognize the Conference or the Transfer buttons. For the telephone to
recognize the Conference or the Transfer buttons, the user must either delay dialing for
3-seconds, or dial the pound key ( # ) at the end of the dialed string. This action tells the
system to route the call based on the digits that were already dialed, and not wait for
additional digits. The system then completes the call.
Attendant conferencing might not operate properly if the central office (CO) does not
provide answer supervision. In this case, the Answer Supervision Timeout and Outgoing
End of Dial fields are set to the same nonzero number, and the Receive Answer
Supervision field is set to n.
If the CO provides answer supervision, you can set the Answer Supervision Timeout field
to 0, and the Receive Answer Supervision field to y.