Transfer to a voicemenu option

[Guest_imported]

Here is the situation

Call comes into a phoneset (digital or analog) you need to transfer the call over to another group. That group's number is front ended by a Voicemenu from Meridian Mail. You call the Voice Service ID and get the menu. You press the prompt number to get to the location you wish to transfer. You get "your call cannot be completed at this time" and the call reverts back to the menu.

This is only happening on "transferreing" calls. If you call the Voicemenu direct you can complete the call.

Only happening when you dial internally. If you dial the DID number for the Voicemenu you get through.

 

[tim080772]

The soloution is simple. What you are doing is placing a call into a Hold state (Transfer) and then you are transferring it to a voice menu. You do not complete the call tarnsfer as the original caller is on hold, but you ask Meridian Mail to make a second transfer on a call that isn't yet transferred, it won't do that. (I hope you are following!)

To proove my assumption, instead of transferring and selecting the option, transfer the caller asking them to press option X and then hit the transfer button again. The call should then be a connected call and can be transferred succesfully by Meridian Mail.

Let me know if this helps.

Tim Russell

http://www.russellweb.co.uk/nortel

 

[Guest_imported]

We can do the transfer that way, but in a Customer Contact center, we need the agents to work this, so the caller does not.

 

[Guest_imported]

Try useing a conference key to do your transfer

 

[roupe]

Simple solution from 18th is absolutely correct.. You cannot transfer a transfer. Tell the caller to make their selection after you transfer them>>