IPOCC supervised transfer from queue to agent

[pralph]

I have an IPOCC on server edition and when the call is sent to an agent that is logged in they are able to answer it just fine. However if they don't answer the call the IPOCC logs them out (as it should), but the call just continues to ring on the same set. I need that call to be sent back to the queue so it can be presented to another agent. So basically I need it to do a supervised transfer instead of a blind transfer. When I look in SSA at the call when it is ringing the agent it says, "connected blind". Does anyone know how to force the IPOCC to do a supervised transfer?

server edition 9.0.400.965
IPOCC 9.0.3

Thanks

 

[jamie77]

I've only installed one, but this should be default behaviour. It shouldn't be still ringing on the set if it has logged the user off the group like you say.

Either there is something wrong with the IPOCC installation or it isn't actually logging them out.

I'm guessing you will have your IPOSS registered for the site, so it might be best for Tier III to take a look.

Log a ticket and wait a week or so!!!

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer

 

[tlpeter]

Just a thought.
Is it the last agent trying to log out?
I don't even know if this is an option but it is a wild guess.


BAZINGA!

I'm not insane, my mother had me tested!

 

[pralph]

I have tested it with two agents logged in and only one agent logged in. I get the same result, call keeps ringing the set. I have a ticket open with Avaya, but so far they have been unable to fix the issue.

Thanks

 

[oceanSD]

pralph, any updates? Working on a couple of these now... Haven't had this particular issue, but I'm curious if you were able to figure this out. Thanks!

 

[pralph]

Not yet, the ticket is still open with Avaya and is up to tier 4.

 

[oceanSD]

Wow, okay, thanks for the update!