<P>Hi Ariel,</P>
<P>Thinking a little bit more about your idea of parking calls for 'simulating' a consultive transfer, I realized the following problem:</P>
<P>If an agent is making an outgoing call (or even receiving a call that is not coming from the queue), he is not considered busy to the queue manager.]</P>
<P>That means that once the agent parks a users call, if calls to his manager to tell him there is a parked call waiting to be answered, he immediately becomes available to the queue, and might receive calls even while he is talking to the manager.</P>
<P>Is there a way to define that an agent is busy if he is on any call, not just calls coming from the queue?</P>
<P>Thank you</P>
<P>Dov</P>
<P> </P>
<P>>Message: 9<BR>>Date: Mon, 18 Apr 2005 10:18:31 -0400<BR>>From: "Ariel Batista" <arielb27@hotmail.com><BR>>Subject: RE: [Asterisk-Users] queue - transfer calls<BR>>To: "'Asterisk Users Mailing List - Non-Commercial Discussion'"<BR><asterisk-users@lists.digium.com><BR>>Message-ID: <BAY104-DAV4A8480F7E9F159B0C1F34DB290@phx.gbl><BR>>Content-Type: text/plain; charset="us-ascii"<BR>><BR>><BR>>Hello,<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>>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>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>>Thank you very much<BR>><BR>>Dov</P>
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