Is it possible to conference on an ACD call?

[avayastrongman79]

Hi all...

I have a customer with s8300/g450 - CM5.2.1, that has a small call center, 8 total agents. They are using 2410 and 2420 digital sets.

The agents need to be able to have the capability to conference in an additional caller or 3rd party on some of their inbound acd calls. I've verified that each agent set has 3 call appearances. When we test the feature, you basically just get an indicator beep from the digital set itself disallowing the conference to occur.

I'm just looking for either resolution to this issue or if there's an alternative. I appreciate the help.

 

[simreal]

Agents can transfer and conference calls just like any normal user.

Run a trace of the station that agent is using and test the conference. You should see the denial even in the trace which might help you identify why it's being blocked.

"list trace station XXXX" (Must be using terminal emulator- not GEDI)

Is the agent by chance trying to transfer or converence to a number thats off-net? Could this be a trunk-to-trunk transfer restriction?

Otherwise it;s got to be something in the COR/TN/System Features that is blocking it.


- Miguel

A very wise and well respected man once told me "Shut Up!".

 

[avayastrongman79]

Simreal...

Thanks for the reply. I did locate the COR that was causing the outward restriction, it was COR 1 on the hunt/skill group had an outward restriction on COR form. I changed it and now skill 1 agents can conference without any trouble. Denial events were 1807 and 1760 in the trace as well.

I appreciate your response, and I guess I should probably phrase the subject line of my post a bit better too!

Have a good one.

 

[simreal]

Hey no problem. Glad you found the resolution.


- Miguel

A very wise and well respected man once told me "Shut Up!".