<P>Thanks Ariel.</P>
<P>Your 2nd suggestions seems a good bypass for this problem... it might be helpful here, thanks!</P>
<P>About the 1st one (using paid X-Ten software), I am using paid X-Pro, which does have a transfer button... but if Iuse this button instead of pound, the calls simply hangs up..</P>
<P>But I think that unfortunately, this is the expected behaviour!</P>
<P>Thanks<BR>Dov</P>
<P> </P>
<P>From: asterisk-users-bounces@lists.digium.com<BR>[<A href="http://email.terra.com.br/cgi-bin/webmail.exe?Act_V_Compo=1&mailto=asterisk-users-bounces@lists.digium.com&ID=IebygLtWobAEt5RV9r4hp79_4j1YPjkOYh&R_Folder=aW5ib3g=&msgID=243&Body=0">mailto:asterisk-users-bounces@lists.digium.com</A>] On Behalf Of Dov Bigio<BR>Sent: Monday, April 18, 2005 9:16 AM<BR>To: asterisk-users@lists.digium.com<BR>Subject: [Asterisk-Users] <BR><BR><BR><BR>Hello,<BR><BR><BR><BR>I am setting up an ACD using *, but found a an issue that I am not being<BR>able to resolve, and this might impact our * implementation.<BR><BR>We have a call center with 4 agents, which should receive calls from their<BR>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<BR>solve the problem.<BR><BR>There are two issues there:<BR><BR>1. The agent cannot use the soft-phone TRANSFER button.. she has to<BR>press the pound key to transfer. This is not a 'terrible' issue, since it is<BR>just a matter of educating agents.<BR><BR>This one can be fixed if you want by going with the paid xten pro software.<BR>It has a transfer button.<BR><BR><BR><BR>2. Attended transfer: If the agent transfers the call to someone in the<BR>management team, the call is immediately transferred, and the agent is not<BR>able to talk to the manager before. Is there a way to allow an agent to talk<BR>to the management befora actually transferring, so that he can explain the<BR>issue in advance????<BR><BR><BR><BR>In stead of transferring to the next level support have your agents park the<BR>call to lets say 700 it should give you something like 701 then call the<BR>next agent tell them what the problem is and to pickup exten 701.<BR><BR><BR><BR><BR><BR>Thank you very much<BR><BR>Dov</P>