I have a department that receives calls by our staff transferring our customers to. The staff calls up the customer, then once they have the customer on the phone, they will transfer the customer into this department. There are 4 phones to receive these calls in this department. First it was just a plain circular hunt group, and all was well. Then it was wanted that I put a delay announcement on this group, as often times, all phones in this receiving department were busy, and the staff who was transferring the customer into this group wanted to know that their call will be answered soon. So I created a UCD and set up a delay announcement and everybody was happy - for a while. Then we found that if you call up a customer, and then you want to transfer them into this UCD, if all phones in the UCD are busy, the staff who is doing the transfer receives a busy tone. At this point, he may hang up, and the customer will hear MOH and delay announcement until his call is answered. But this is a problem as it's essentially a blind-transfer, however, we need an attended transfer:
The staff calls the customer, gets them on the phone, and transfers into the UCD, BUT STAYS ON THE PHONE WITH THE CUSTOMER to introduce him to the person who eventually answers in the UCD group. This can't be done - or at least that's what the manual says under UCD.
Can someone think of a work around?
The staff calls the customer, gets them on the phone, and transfers into the UCD, BUT STAYS ON THE PHONE WITH THE CUSTOMER to introduce him to the person who eventually answers in the UCD group. This can't be done - or at least that's what the manual says under UCD.
Can someone think of a work around?
