transfer path id acd call mitel 3300

[drewbarclay]

Is it possible to transfer a "path ID" from one ACD user to another ACD user on a mitel 3300. Anything in COS that i need to look at ?

Currently a path ID displays for the first user but when they transfer the call, the path ID is lost. I really need the path ID to stay with the call if transfered .

I have been looking into this for days now, and cant find an answer. Hopefully someone can help!

Thanks
Drew

 

[kwbMitel]

The path ID will only appear if the call is presented via an ACD path.

It does not apply to transfers

Off the top of my head you might be able to create high priority paths to each agent that can be used for internal transfers. This wouldn't giveyou the original path but the agent would still report as being on an ACD call.

You might want to try group park keys. That might not generate a new SMDR record.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[drewbarclay]

Thanks for the quick reply, will take a look!!!

 

[drewbarclay]

kwbMitel - Would this also apply if we use the desktop manager contact centre client ?

 

[kwbMitel]

No idea, sorry. I've barely touched the client, and then a long time ago.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[exmitelsupport]

Hi, My understanding is that if you have the software client then this will pop the Path name (small pop up window)on the transfered to acd agent. Hope this helps.

 

[drewbarclay]

Is anything required in COS to do this ? Have tried on the software client and loose the path ID when transfered to another ACD agent. I have been told by mitel that it is possible but have not been told how!

 

[drewbarclay]

This is now working via the desktop manager contact centre client, but had to enable:

"Display Intelligent Queue licesed options (ANI/DNIS and collect caller entered digits) on the soft phone pop up"


via the CCM Server software within the screen pop settings

 

[drewbarclay]

picture of the fix attached to