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<DIV>Hello,</DIV>
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<DIV>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.</DIV>
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<DIV>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.</DIV>
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<DIV>There are two issues there:</DIV>
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<DIV>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.</DIV>
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<DIV>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????</DIV>
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<DIV>Thank you very much</DIV>
<DIV>Dov</DIV></DIV>