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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'>
asterisk-users-bounces@lists.digium.com
[mailto:asterisk-users-bounces@lists.digium.com] <b><span style='font-weight:
bold'>On Behalf Of </span></b>Dov Bigio<br>
<b><span style='font-weight:bold'>Sent:</span></b> Monday, April 18, 2005 9:16
AM<br>
<b><span style='font-weight:bold'>To:</span></b>
asterisk-users@lists.digium.com<br>
<b><span style='font-weight:bold'>Subject:</span></b> [Asterisk-Users] queue -
transfer calls</span></font><o:p></o:p></p>
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12.0pt'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'>Hello,<o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'>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.<o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'>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.<o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'>There are two issues there:<o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'> <o:p></o:p></span></font></p>
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<li class=MsoNormal style='mso-list:l0 level1 lfo1'><font size=2 face=Verdana><span
style='font-size:10.5pt;font-family:Verdana'>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.<o:p></o:p></span></font></li>
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<p class=MsoNormal><font size=2 color=navy face=Verdana><span style='font-size:
10.5pt;font-family:Verdana;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>This one can be fixed if you want by going
with the paid xten pro software. It has a transfer button.<o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'> <o:p></o:p></span></font></p>
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<li class=MsoNormal style='mso-list:l0 level1 lfo1'><font size=2 face=Verdana><span
style='font-size:10.5pt;font-family:Verdana'>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????<o:p></o:p></span></font></li>
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<p class=MsoNormal><font size=2 color=navy face=Verdana><span style='font-size:
10.5pt;font-family:Verdana;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>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.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'>Thank you very much<o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 face=Verdana><span style='font-size:10.5pt;
font-family:Verdana'>Dov<o:p></o:p></span></font></p>
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