Hi everyone,
An agent receives a calls that requires a translator, so the agent no hold conference in a translator (10-digit number). Then the agent needs to transfer to a 2nd level queue (CDN) using no hold conference.
The following two scenario can be occurred at this point:
1. 2nd level agent is available. ONCE it's connected and warm transfer is completed, the first agent is then able to drop off.
2. Queue is open but no agents available...NHC key flashes and caller and agent do not hear queue treatment (no music, no RAN, nothing). ONCE a 2nd level agnet's available and the warm transfer is completed, the first agent is then able to drop off.
While the first agent, the caller and the translator waiting for a 2nd level agent, if the first agent drop off, the caller will still be able to speak to the first agent; however, if there is a 2nd level agent avaialble, the conference won't be setup - it seems like once the first agent drops off, the caller and the translator are not waiting in the queue anymore.
Basically we want to put the caller and translator into the 2nd level queue together WITH queue treatment when no one's available and have the first agent drop off.
Do you know how no hold conference works when conference in a CDN / queue?
With blind transfer, we are not able to "transfer" a conference, that's why we can only use no hold conference.
Any ideas?
Thanks in advance!
An agent receives a calls that requires a translator, so the agent no hold conference in a translator (10-digit number). Then the agent needs to transfer to a 2nd level queue (CDN) using no hold conference.
The following two scenario can be occurred at this point:
1. 2nd level agent is available. ONCE it's connected and warm transfer is completed, the first agent is then able to drop off.
2. Queue is open but no agents available...NHC key flashes and caller and agent do not hear queue treatment (no music, no RAN, nothing). ONCE a 2nd level agnet's available and the warm transfer is completed, the first agent is then able to drop off.
While the first agent, the caller and the translator waiting for a 2nd level agent, if the first agent drop off, the caller will still be able to speak to the first agent; however, if there is a 2nd level agent avaialble, the conference won't be setup - it seems like once the first agent drops off, the caller and the translator are not waiting in the queue anymore.
Basically we want to put the caller and translator into the 2nd level queue together WITH queue treatment when no one's available and have the first agent drop off.
Do you know how no hold conference works when conference in a CDN / queue?
With blind transfer, we are not able to "transfer" a conference, that's why we can only use no hold conference.
Any ideas?
Thanks in advance!
