How do you conference while in queue?

[switchmonkey]

Instead of blind transferring a caller to a third party, we would like to conference the caller. We would like to do this while we are in queue waiting for a third party to become available. These callers and very important and we don't want to lose them while waiting for the third party to become available. If they are on hold while we wait then they hang up. If we just transfer them, then they abandon. We want to be able to talk with our caller during the time we are waiting and make sure they get a nice hand off to the third party. For some reason, once we are in queue and hit the conference button it acts inactive. Any suggestion on how to set this up to work?

 

[adminman3]

Test your switch's ability to conference two VDNs together. I believe this is your issue, not being able to conference two VDNs.

 

[Phoneman2]

change system-parameters features Page 6 of 12
FEATURE-RELATED SYSTEM PARAMETERS

CONFERENCE/TRANSFER

Abort Transfer? n No Dial Tone Conferencing? n Transfer Upon Hang-Up? y Select Line Appearance Conferencing? n
Abort Conference Upon Hang-Up? n

Make sure your Abort Conference is set to no.

I just tested it when the wife called in.
This is what happened. pushed the conf button and dialed vdn number to be put in Q, Once the agent answered I hit the conf button to bring the wife on line with the agent. Then I hung up...but my second line stayed on flashing green. The call went throught and they were connected. I was however able to press the second line and get back on the call with the both of them. My Q is on site.

Question...Is your third party on or off site?

Wisdom is Knowledge
that is Shared

Thanks All Phoneman2

 

[switchmonkey]

Phoneman - I checked and we are set up like you. We have no problem conferenceing after the agent answers. It is while we are waiting for the agent to answer that we can not conference. I even called the Avaya help line and was told they have the same problem there and if I found a solution to let them know. Thanks for the response.

 

[tconn]

When taking calls on bridge-appearance lines I see this occasionally. Basically you answer a call, hit conference which sticks the BRDG on hold but you don't get new dialtone to dial the extension. Usually we just hit one of our call-appr buttons, dial the extension we are trying to conference in and hit conference again.

I don't know anything about how that would react when conferencing a vdn or queue though.