We have a new corporate initiative to do warm conferences for our clients that ring into our call centers but need to speak to another call center (i.e., they've reached the wrong call center in error). The call centers all reside on one PBX (CS1000M 5.0) and they all use the same Contact Center server (6.0).
The idea is that instead of just dumping the caller into another queue/application, that the rep stay on the phone with them until someone picks up (virtual hand holding). From what I've tested so far, however, it seems as though you cannot actually complete a conference until a rep in the other call center picks up. Thus, the caller will have to listen to MOH regardless, and cannot talk to the original rep while waiting, which renders this initiative entirely useless.
Now...all that said, it is common sense to me that this is how the conference feature is supposed to work, but corporately, they want the above to work. Any ways around this, or is this indeed an inherent function of the PBX?
The idea is that instead of just dumping the caller into another queue/application, that the rep stay on the phone with them until someone picks up (virtual hand holding). From what I've tested so far, however, it seems as though you cannot actually complete a conference until a rep in the other call center picks up. Thus, the caller will have to listen to MOH regardless, and cannot talk to the original rep while waiting, which renders this initiative entirely useless.
Now...all that said, it is common sense to me that this is how the conference feature is supposed to work, but corporately, they want the above to work. Any ways around this, or is this indeed an inherent function of the PBX?