[Asterisk-Users] queue - transfer calls

[Ariel Batista]

  _____  

From: asterisk-users-bounces at lists.digium.com
[mailto:asterisk-users-bounces at lists.digium.com] On Behalf Of Dov Bigio
Sent: Monday, April 18, 2005 9:16 AM
To: asterisk-users at lists.digium.com
Subject: [Asterisk-Users] queue - transfer calls

 

Hello,

 

I am setting up an ACD using *, but found a an issue that I am not being
able to resolve, and this might impact our * implementation.

 

We have a call center with 4 agents, which should receive calls from their
queue. But we also have a "call center management" team which should be able
to talk to end customers in case the first level call center is not able to
solve the problem.

 

There are two issues there:

 

1.	The agent cannot use the soft-phone TRANSFER button.. she has to
press the pound key to transfer. This is not a 'terrible' issue, since it is
just a matter of educating agents.

 

This one can be fixed if you want by going with the paid xten pro software.
It has a transfer button.

 

2.	Attended transfer: If the agent transfers the call to someone in the
management team, the call is immediately transferred, and the agent is not
able to talk to the manager before. Is there a way to allow an agent to talk
to the management befora actually transferring, so that he can explain the
issue in advance????

 

In stead of transferring to the next level support have your agents park the
call to lets say 700 it should give you something like 701 then call the
next agent tell them what the problem is and to pickup exten 701.

 

 

Thank you very much

Dov

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