SWAP key active when conferencing

[picklemogg]

Hey all- this one is probably more a PBX question, but wanted to post here as well.

SCCS 5.0, Option81 Succ 3.0, 3904/3905 phonesets

After being answered when internally conferencing a skillset call (by using conf softkey)you get the SWAP and CONNECT options so that you can either go back to the original party or connect all 3 together. In our environment (believe it is a limitation/design intent of PBX) the SWAP/CONNECT options do not appear until after the conf is answered by an agent. I want to know if there is any way to have the options show while waiting in Q so the agent can swap back to the customer to inform them of wait time for example?

Scenario: I'm an inbound Customer Service agent and receive a skillset call. 2 minutes into the call with the customer I realize that I need to conf them to the HelpDesk for assistance. I hit my conf softkey and dial the 4 digit internal SCCS CDN to the helpdesk. The customer is now on hold and I am hearing HelpDesk Q treatment including wait time. I now want to inform the customer that the wait time is 5 minutes, but I do not have the SWAP option available to go back to them. 5 minutes later I am answered by a helpdesk agent. As soon as agent answers I now see the SWAP option. So- bottom line is there any way to have the SWAP (and CONNECT) option appear while waiting in Q vs the agent answering on an internal call? I have a couple ideas of potential workarounds, but wanted to collect any thoughts. Like I said I believe this is a limitation of PBX.

Thanks much.

PMoggs

 

[sandyml]

Yeah, those are context-sensitive keys. Meaning that only the options that are possible for the current state of the phone will display. Is one of your workarounds to use a separate key and then use conference to join the two DN keys together once the agent answers?

 

[picklemogg]

Thanks for the reply. Well my understanding is that the SWAP option does not appear on an internal conf while waiting in Q because the PBX does not considered it a completed call until answered by an agent or device. I tried to use a phantom TN defaulted to the CDN thinking maybe by passing through a phantom, call would be considered completed. No luck. I'm gonna have to come up with a way to display all Qs-local and network on our reader boards so that the agent can tell the customer EWT from baord data instead of hearing in Q and swapping back.