difference in SWAP functionality inetrnal and external calls

[mikeyb123]

Hi all

Not sure if anyone can shed any light on this... if a agent wants to do a warm hand off to another agent when ringing internally they have to wait till the call is answered by the agent. however if they ring the pstn equivalent the swap button appears as soon as the call is answered in the script.

ANy ideas?

cc6 and all the latest and greatest dp's and fixes

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

 

[Utreg]

Sounds like external calls (to a CDN groupnumber?) are answered via scripting and internal calls/Transfers (to an agent DN?) are answered on the agent phone directly (not via scripting).

If this is correct, probably introduce queuing to agents via scripting like;

Where Dialed DN Equals
Value 1234 : Trans_ID assigned 1234
End Where

IF Idle Agent Trans_ID Then
Queue To Agent Trans_ID With Priority 1
Wait 2
ELSE
Give Busy
WAIT 10
Disconnect
END IF

 

[mikeyb123]

cheers for that. the call gets the same treatment whether it is internal or external ie the same script. I guess there is some supervision going on for external calls that isnt there for internal

Thanks anyway I'll look at putting a back to back cct in place to get around this

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