Transferring calls from Softconsole to a digital phone not working?

[ashwebster]

hi,

i have a problem which I can't seem to solve. i have two softconsoles setup as ACD Agents. When they are trying to transfer a call, it connects them back to the customer rather than their internal colleague.

here is an outline of what is happening:

1. Customer rings main number (VDN) and is routed to one of the agents logged into the softconsole
2. the softconsole answers the call and enters the number of the person the customer wishes to speak to.
3. the customer is put on hold while the internal colleagues's phone is ringing
4. at the point when their internal colleague picks up the phone, the softconsole is immediately connected back to the customer rather than being able to announce the call to their internal colleague.

can anyone help in this matter as to why this is happening?

i initially thought it was due to Auto Transfer being turned on but realised that this wasn't the problem.

thanks ash

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