Forward incoming call from acd queue to another extrernal number

[telklass]

Hi Guys ,

We have some acd agents configured on call center infrastructure, when calls come in, reach an agent , this one may or may not be able to give customer all the info they need, so it is possible to make a set in the PBX in order to forward this call to a personal number .

Look forward to your reply.

Thanks !

 

[bignose21]

Not quite sure what you mean but if you are just talking about a short number on the PABX that then forwards to an external number and the agent is just transferring the call to that short number, then you could use a phantom with DCFW to the external number or an ACD with NCFW to the external number.

 

[telklass]

Okay ,

This is quite simple , and i clearly understand but the fact is that we want the caller that is talking to an agent, when call transfered should be able to talk to the person at the other end on who the call has been transfered to .

Scheme :

Caller A reach Agent B > Agent B transfert the call to someone C > then now Caller A is now talking to person C.

That's the logic, is that what you ve just exlain ?

Thanks !

 

[bignose21]

in short yes

So caller A hits Agent B, agent presses transfer dials the Phantom or ACD and then completes the transfer. Caller A should be talking to the person at the destination number configured against the ACD/Phantom once they answer, or Agent can wait for Person C to answer before completing the transfer if they want to do it supervised.

 

[telklass]

Hi,
I think i ve done this before, set a new ACD... and put the 8 or 10 digits under NCFW ... and agent is able to call this ACD number which connected to the personal number , but the first caller stayed on hold and never gets connected to the other call.

Do you have a clue ?

Thanks !

 

[bignose21]

could be barring on Trunk to Trunk transfer in NET_DATA

 

[telklass]

Sorry Guys for all the stuff , but i want to share with my configuration .

Printed out :


I use a Phantom DN that the agent will dial ((1610)

DES TT
TN 252 0 00 01 PHANTOM
TYPE 500
CDEN 4D
CUST 0
MRT
ERL 00000
WRLS NO
DN 1610 0 MARP
AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
XLST
SCI 0
SFLT NO
CAC_MFC 0
CLS CTD DTN FBD XFD WTA THFD FND HTD ONS
LPR XRD AGRD CWD SWD MWD RMMD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXA ARHD OVDD AGTD CFTA CLTD LDTD ASCD SDND
MBXD CPFA CPTA UDI RCC HBTD IRGD DDGA NAMA MIND
NRWD NRCD NROD SPKD CRD PRSD MCRD
EXR0 SHL SMSD ABDD CFHD DNDY DNO3
CWND USMD USRD CCBD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTC
FDSD NOVD CDMR PRED MCDD T87D SBMD PKCH MPTD ELCD
PLEV 02
PUID
UPWD
AACS NO
MLWU_LANG 0
FTR DCFW 10 22xxxxxxxx
DATE 22 APR 2020
----

TYPE NET_DATA
CUST 00
OPT RTD
AC1 INTL NPA SPN NXX
AC2 LOC
FNP YES
ISDN YES
VPNI 1
PNI 1
PINX_DN
MBG 0
BSGC 65535
PFX1
PFX2
HLOC 509
LSC
RCNT 5
PSTN NO
TNDM 15
PCMC 15
SATD 1
OCLI NO
MSCO_DP PRV
TIDM NO
DASC
ROPT NRO
DITI YES
TRNX YES
EXTT YES
FTOP FTLY
APAD 0 0
VNR NO
NIT 8
NAS_ATCL YES
NAS_ACTV NO
FOPT 14
CNDN
CNAT
PCAT
CNIP YES
DMWM NO
MWNS NO
CNTC
NATC
INTC
ELC NO

REQ:

---

TYPE RDR_DATA
CUST 0

TYPE RDR_DATA
CUST 00
OPT CFF CFRD DSTD PVCA CWRD MCI
FNAD FDN
FNAT FDN
FNAL FDN
CFTA NO
CCFWDN
CFN0 4
CFN1 4
CFN2 4
DFN0 4
DFN1 4
DFN2 4
DNDH NO
MDID YES
NDID YES
MWFB YES
TRCL 0
DFNR 0
CRT0 00 00 00 00
CRT1 00 00 00 00
CRT2 00 00 00 00
CRT3 00 00 00 00
DAY0
DAY1
DAY2
DAY3
HOLIDAY0
HOLIDAY1
HOLIDAY2
HOLIDAY3
---


And the extension that want to transfer the call :

TYPE 2050PC
CDEN 8D
CTYP XDLC
CUST 0
NUID
NHTN
CFG_ZONE 00001
CUR_ZONE 00001
MRT
ERL 257
ECL 0
FDN
TGAR 1
LDN NO
NCOS 1
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST
SFLT NO
CAC_MFC 0
CLS CTD FBD WTA LPR MTD FND HTD TDD HFD CRPD
MWD LMPN RMMD AAD IMD XHD IRD NID OLD VCE DRG1
POD SLKD CCSD SWD LNA CNDA
CFTA SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXA ARHD CNTD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD
UDI RCC HBTD AHD IPND DDGA NAMA MIND PRSD NRWD NRCD NROD
DRDD EXR0
USMD USRD ULAD CCBD RTDD RBDD RBHD PGND OCBD FLXD FTTU DNDY DNO3 MCBN
FDSD NOVD VOLA VOUD CDMR PRED RECA MCDD T87D SBMD
KEM3 MSNV FRA PKCH MUTA MWTD DVLD CROD ELCD
CPND_LANG ENG
EFD
HUNT
EHT
PLEV 02
PUID
UPWD
DANI NO
SPID NONE
AST 00 02
IAPG 1
AACS YES
ACQ AS: TN,AST-DN,AST-POSID
ASID 16
SFNB 1 2 3 4 5 6 7 8 9 10 11 12 13 15 16 17 18 19 21 22 23 24 25 26 28 29 31 33 34 35 36 37 38 39
SFRB 1 2 15 33
USFB 1 2 3 4 5 6 7 9 10 11 12 13 14 15
CALB 0 1 3 4 5 6 8 9 10 11 12
FCTB 1
ITNA NO
DGRP
PRI 01
MLWU_LANG 0
MLNG ENG
DNDR 0
KEY 00 ACD 3777 0 4563
AGN
01 NRD
02 SCR 5563 0 MARP
03 MSB
04 ASP
05 ACNT
06 EMR
07
08
09
10
11
12
13
14
15
16
17 TRN
18 AO6
19 CFW 10
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31
DATE 22 APR 2020
----
Result, from the phone while on the firt call i can't even dial the number .

Hopefully can get a better idea right here .

 

[bignose21]

But if you just pick up a phone and dial 1610 its ok?

 

[telklass]

Sure, it's ok .
But while being in call i can't even do the first step , which mean , call the number then make the transfer.

Thanks !

 

[bignose21]

So you receive call at the agent, press transfer (do you see call on hold, and receive dial tone?), if you got dial tone then what, pressing the digits does nothing continue with dial tone, or press any digit and get an treatment like barred/unassigned etc? Have you tried an enhanced trace on the Agent set in LD 80 while testing?

 

[telklass]

Hello Sir,

Of course, agent receive dial tone , and the origante call is imediately placing on hold while agent press the transfer button in order to place the call.
Yes, i will do a trace and revert .

Thanks !