Call transfer

[mikeyb123]

Guys,

I have a small problem with transfers..

Here's the scenario.

CAll comes into agent. agent wants to transfer call to other office.

If they use the CDn that we have set up with is scripted to just route call to the destination, they are able to transfer the call but they are not able to switch between the call and the transfer so no announcing of call.

If they use the direct PSTN number this will work fine.

Any clues? We need to be able to report on how many calls get transferred to what location as part of the business MI hence we script it.



It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[DancingDave]

How are your two offices linked? Are they networked? Are they both running Symposium?

 

[mikeyb123]

No this a transfer via pstn

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[yyrkroon]

If you xfer to a CDN, the call is answered by the CDN and SCCS has controll of that call, so no...you cannot announce the call like a consultative xfer. Why it works over the PSTN is because the actual agent on the far end is answering..."warm xfer".

You can still leave it up to the SCCS and have your agent xfer to the CDN, then look at the CDN report for Terminated Calls. Calls that has been routed out of the SCCS via a ROUTE CALL command will peg as Terminated.

This is...if I haven't misunderstood your post...

 

[mikeyb123]

I was thinking along the same lines, but having dug further and having watched a agent, for some agents it works for others it doesn't.

I've gone through the phonesets and there isn't a difference in the cls or tgarncos set up. The Q's that the phone is assigned to are the same.

Is there anything in the agent profile that would affect this?

It's not getting any smarter out there. You have to come to terms with stupidity, and make it work for you.

 

[yyrkroon]

on the ones that work...make sure the agents are actually using the xfer key instead of the conference key...I've actually caught this by using an enhance trace on the pbx to prove it...

the agent was swearing up and down they're not using the conference key, since i was remote, there was no way of standing behind them and watch. so i setup a capture on the pbx and set the enhance trace on that agent tn and watch, sure enough...conference key was activate every time.