Need Help with Using Flash on Trunk Group 1

[bns1970]

Currently we have 2 ACD's that are connected via an Interflow Trunk Group, using 4 Digit DNIS.

The call flow is as follows:

Caller calls ACD1 which Interflows to ACD2, agent answers and entitles the call for support, The Agent needs to transfer the call back to a CCT on ACD1.

If we just do a Interflow step back to ACD1, we wind up with 2 trunks in use for the call, and the call is held up in ACD2.

We have programmed the trunks to reconize flash, we are able to do perform a flash, but when we dial the #9CCT, according to the Aspect manuals, we wind up taking the default Route in the Trunk group. The trunk group between ACD2 and ACD1 is also set up for DNIS.

Any thoughts?

Thanks.

 

[chris13]

We had a similar situation when transfering calls to an IVR and getting them back into the ACD using PRI (E1).

There is a feature called Anti-Trunk-Tromboning.
You need Release 8.x and the PRIs between the ACDs must use DPNSS or Q.SIG. It has to be enabled in the TechApplet.

Calling back from ACD2 to ACD1 the 2nd channel will (!) be used until it is connected to a second real resource within ACD1 (agent or another trunk, NOT queue+music). After that somewhere within 90 seconds ACD2 tells ACD1 to connect the channels internally and free the used trunks.

That's not what we've been dreaming about, but Aspect says "works as designed". Better than nothing...

And be aware that you'll have to work on your reports, if you need to get the full talk-time and wrapup-time of the second call from calldetail-table. When anti-trunk-tromboning takes place, the original CDRs are closed and a third one is created...

good luck,
chris