Inside Line xfers = hung calls

[gshadz37]

Has anyone ever noticed that if an agent tries to transfer a call to another agent via inside line, and that agent is Available, the transfer won't be allowed. But if the recieving agent is in idle, the call can be transferred, and will appear on the canvas for the app it originated in, as a call waiting?

The recieving agent can even log off while the call is queued for them. Does that seem silly to anyone other than me?

 

[csera]

Check the class of service settings for the agent. On the inbound tab, for the agent to be able to receive inside line calls when available it needs to be "all calls".

Inside line calls will queue forever, whether a transfer or a direct call, even if the agent logs off becuase the acd does not know what to do with the call. there is no control over waht happens to the call, it does not hit any CCT (call control table) programming telling it to do anyting else.

we instruct our agents not to transfer agents using inside line unless using a #8 transfer to another application.