Cannot transfer caller out of a queue

[adc110]

When I add a custom menu within my queue to give a caller the ability of transferring themseleves out of a queue I have issues with the caller being released from the queue. I'm fairly sure that I cannot use the transfer action - rather I am using the "GOTO" action to get the caller to another module from which they can get transfered. The touch tone I configure is a "0". My issue is that even though the caller is able to get passed to another module, the telephones that are part of the hunt group still see callers in the queue! Even though the caller is sent to another module and out of the queue, the queue does not release the call and in fact if I a user hits the hunt group button that I have configured on their phone they can pick up the call even when the caller was sent out of the queue from the GOTO action. I had to change the touch tone to be a 0 as I had configured a "2" for the caller to choose but even though they were able to get passed to the module the hunt group telephones would still continue to ring. Any ideas on how to best give a caller the ability to successfully pass themselves out of the queue???

 

[intrigrant]

This is a known bug, the Goto action does not work within queues.

 

[adc110]

Do you have any creative way of allowing a caller to move themselves out of a queue? If it is a bug, should we be able to use the transfer action or should you normally use the GOTO action. I Just need a way of getting the caller out of Queue on their own.

 

[unconcerned]

I suppose you only want a selective group of people to be able to get out of the queue.

creative way:

Make incomming calls CLI dependent.
if the CLI matches... your caller will never be put in the queue. No reason to get out of it either.

 

[SuperJenks]

The transfer action works fine out of the queue. Also, this may go with out saying, but, make sure you have a timeout action with nothing connected to it.

I have also had problems with this and just went the full mile with avaya on this. Im not sure if you have overflow groups in conjuction with your setup, but if you do, make sure that none of the associated groups are using group ring as the system doesnt seem to overflow correctly out of the queue, whether it be a transfer to out of queue or overflowing to another group or mailbox. They would just sit in the queue for hours (even if the overflow timer is set to 5 mins) if they actually stayed on the line that long. Your problem sounds alot like mine. Goodluck with that!

 

[Escorthosis]

A transer out of a queue in VMPro should be possible just use the transfer action within the queued or still queue entry point.
Don't use the goto action to jump to another module. So al actions for queued or stillqueued should be on the same screen.