Internal transfers on Aspect ACD

[andi45]

Is there a way to get a whisper on an internal trasfer. Aspect’s reasoning for this is on “Announced/Warm” transfers the initial part of the call will be agent to agent so the receiving agent will determine how to handle the customer based on the description they receive from the sending agent. This is wonderful, except that there are many "blind transfers" internally and CSRs do not how to answer when they are working multiple applications.

Does anyone have a work-around or solution? Thanks

 

[andyjackson]

I cant think of a way to do this...I would say thats its down the call center managers to manage their agents, we have banned cold transfers and run reports to see when they are used and come down heavily on the agents.

Andy

 

[gshadz37]

The only way would be to set up a CCT that they would #9 transfer to, and set the whisper before selecting the AG.

 

[AspectACD]

gshadz37 is correct if you call center version is a new one. Aspect didn't have whispers available in CCT's in all versions of their software. If you have a "set whisper" step that you can drag into your xfer CCT that is the answer. If you have an older version of Aspect the whispers are only on DNIS and you do have to send the call out of the ACD and back into the Aspect ACD to play a whisper, on older versions.