Display the name of the agent that transfers a call

[MandyDroid]

I am not sure if the Avaya ever operated as such; but here is the scenario.

1 - caller call into queue 1
2 - agent 1 in queue 1 takes the call
3 - agent 1 transfers the call to queue 2
4 - agent 2 in queue 2 takes the call

I need agent 2 to see who transferred the call from queue 1. My agents tell me the system used to show this but now does not. DOes anyone have any idea how to make this happen?

Avaya, Panasonic, Polycom, APC, MCP, A+, CCENT
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.

 

[Westi]

I would say that it only works if the agent 1 stays on the phone until the agent 2 answers and then completes the transfer otherwise agent 2 will get the caller ID of the incoming caller.
It will show on the display of agent 2 for a split second if the call does not queue up first and ring right away on the agent 2 phone but as soon as the agent 1 presses complete or hangs up it will show caller ID

Joe W.

FHandw, ACSS (SME), ACIS (SME)

http://convergednetworks.ca

Give a tech a solution and he will be back tomorrow to ask you the next question, teach a tech how to read the manual and he will be able to solve the problems for a life time.

 

[MandyDroid]

I have been doing several tests - and it seems that most of the time the Avaya system shows the caller ID as "2125551212(agent 1)". but not always. So it appeneds the transferrign agent to the original caller ID string. But in some cases it shows "2125551212(agent 2)". Very frustrating.. trying to figure this out still.

Avaya, Panasonic, Polycom, APC, MCP, A+, CCENT
##################################
"When I was a child, I spoke like a child, I thought like a child, I reasoned like a child.
When I became a man, I gave up childish ways.