Toggling between calls then transferring to third party 1

[nickpin]

We require some inbound calls to be transferred to a third party but are having trouble doing so. An agent takes an inbound call, speaks to the customer and decides they need to transfer them. They hit transfer and dial the 3rd party number, and are put on hold. They now require the ability to go back to the original inbound caller, tell them they are on hold and then transfer the call, but when they then go to transfer the call it opens a new line. Any ideas?

 

[def1]

Try the sequence,

Call on Line A
Txfr (or select line B)
place call on Line B (to 3rd party)
(decide to carry out transfer)
press txfr button
Line C opens
press Line A
press txfr button

All lines should collapse leaving the parties that used to be on Line A and Line B talking to each other (and you may see "Transfer Completed" depending on the software version).


cheers

 

[nickpin]

Afraid this doesn't work; as soon as you press transfer the 2nd time the call is transferred as per usual. I have also tried using a phone with only 2 call-appr buttons but this also fails. It seems to confuse the switch when you go back to the original call, as if it forgets that you have already told it you wish to transfer from line A. Cheers though - any other ideas?!

 

[def1]

oops, sequence should have read,

Call on Line A
Txfr (or select line B)
place call on Line B (to 3rd party)
(decide to carry out transfer)
press Line A (button speak to original caller)
press txfr button
Line C opens
press Line B
press txfr button

Cheers.

 

[nickpin]

Nope, this doesn't work either - when you open line C you get the dial tone. Then you press line B and line C closes as you haven't dialled a number. So now you're on line B, you press txfr again and it just opens line C again. Also, this has to be done by the agents on the phone so ideally we want the solution to be easy to understand/remember, and it is quite likely it will need doing on stations that only have 2 call-appr buttons.

 

[europe]

You probarbly need 3 call-appr.

Try this:

call comes in on CAll-Appr A.

Make call on Call-Appr B.

Go Back to Call-Appr A. to notify of transfer.

Press <CONFERENCE>

Press Call-Appr B.

Press <CONFERENCE> again.

Now you are in a conference, when you disconnect the other 2 parties should be connected.

(they were when I tested)
Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[nickpin]

This may well work, but again it's not as simple as it should be and we don't want to put the agent in a conference call - this is what we are currently looking at doing as a temporary workaround. Nice idea though....!

 

[phoneguy101]

You may have some restrictions setup in your switch because you are basically doing a trunk to trunk transfer. This could be a toll fraud problem. Your agents could have their friends call them at work and the agent transfer them to long distance/international trunks and your company gets stuck with the bill. You can setup a phantom station (x-port). Have the cos setup for this extension to have trk-to-trk override stroked to Y. Setup a coverage remote with the phone number of your third party that the agent will be transferring your calls to. Setup a coverage path with the first point being r1 (or what ever remove coverage point you selected and entered the third parties number. Give your phamtom station this coverage path. Now, when the call comes into the agent, have the agent press conference, dial the phantom extension, press conference. The call will immediately go to cover because it is x-ported. When the third party answers the agent can hang up. This way you can control who is doing the trunk to trunk transfers and you know it only goes to the number you assigned in the coverage remote screen. Have fun. Ralph

 

[nickpin]

Nice idea, but it still doesn't solve the problem - this doesn't allow the agent to talk to the customer, then the person they are transferring to, then go back to the customer, i.e. toggle between them. A conference would end up with an announced transfer, breaking the illusion that the customer is speaking with 1 company. You are right about the toll fraud though - and Avaya have stated that this is the reason it is not possible on a Definity. Cheers for the suggestions guys.

 

[bbhsn]

A couple of point to clarify here - to help better understand your challenge -
1) Is this an in house xfer, a transfer to a networked switch - or as it sounds a xfer outside the switch to a third party?
2) Are your associates talking/consulting with the third party prior to going 'on hold' - or are you saying they call the third party and are on hold or in queue for the third party and are transfering their caller to that 'queue/hold' treatment?
3) In your transfer to third party - Are you making use of any network features such as transfer/connect?
3) Are the phone associates making the xfer dialing the outside number - or are they making use of speed dial?
4) If using speed-dial - is the call being dialed by the speed dial lists or is the transfere being made using vdn/vectoring (this would allow for tighter security in a controled trunk to trunk transfer.

 

[roche]

Try this using two call appearances:

Customer on Line A
Place line A on hold
Press line B and make call to third party.
Press Transfer(Both line A and B are now blinking)
Press line A and let the customer know that they are
about to be transferred.
Press Transfer again.

Roche

 

[WHCARon]

Nickpin,

If you were using attendant consoles, then the Attendant Split Swap feature would work for you. If, your using MVR11, then the Conference/Transfer Toggle/Swap feature will work. Both allows users to toggle between two parties in the middle of setting up a conference prior to connecting all parties together, or to consult with both parties prior to transferring a call. The display also toggles between the two parties.

Hope this helps. WHCARon

 

[nickpin]

Roche - see ealier on, this doesn't work

WHCARon - we don't use attendant consoles, and I'm not at all familiar with them - if they were set up would it affect the other users of the Definity?

bbhsn - call setup is as follows....
An external call from a customer comes in to our switch. We answer as a third party client. We somtimes have a need to transfer the call, normally through speed dials but sometimes through a manual dial, to the client we operate for. We need to do this without the customer knowing it has been transferred between to companys, creating the illusion of a transfer to another department. The speed dial dials a number. Also, we have a requirement to speak to the third party, then go back to the customer to speak to them, then transfer the call.

 

[WHCARon]

Nickpin,

Attendant consoles would provide this feature and don't affect other users. People dialing &quot;0&quot; are typically directed to the attendant. However, the quantity of consoles is limited, not everyone can use a console.

It sounds like the station-level feature Conference Transfer Toggle/Swap is your solution, but you'll need MVR11.

Thanks, WHCARon

 

[jglittle]

We have a similar situation with one of the companies we work with. What we did was to set up a vdn and write a simple vector...

CALL VECTOR

Number: 69 Name: Balboa Transfer
Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? y BSR? y Holidays? y

01 route-to number 91877xxxxxxx with cov n if unconditionally
02 wait-time 2 secs hearing silence
03 goto step 1 if unconditionally
04
05
06

Now all our agents have to do is to transfer to the vdn.


Hope this helps,
LittleJohn

 

[G van Hamburg]

Perhaps I'm all wrong or don't understand the question but this is what I think.

In your trunkgroup you decide wether or not you can transfer external incoming calls to external destinations. It's on the bottom of the first page and it's called disconnect supervision. (internal/external)
When external is blocked, you can't set up an external conference and drop out of it or tranfer external incoming calls to external destinations.

Also your COS and COR control this all.

If this is set up wright, europe's option works OK but a normal transfers should work also.

If I'm completely missing your point, consider this answer not to be written.


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