Blind Conference to a VDN 1

[JAMMN77]

Hello!!

Is there a setting on VDN to allow it to accept a blind conference?

Here's the scenario. A member calls into our call center and is connected to an agent. Since the caller is Chinese, the agent needs to do a conference with the translation service that we have. To do this, the agent has the Chinese caller on the line with them, the agent presses conference, then dials a VDN that routes off to the translation vendor. After the 3 of them have done some talking, our agent determines that she need to have the caller and the translator speak to the benefits team of our company. In order to do this, the agent needs to conference in a VDN for the benefits team. This VDN has some vector logic that plays a few announcements and then queues the call to the benefit skill. Therefore, the agent presses add, dials the VDN number for the benefit team, but then when she presses join, the phone just beeps at her and she is not able to join the VDN with her, the caller and the translator. I think this is because the vector steps are still processing there is no live person to connect with from the benefits team. Ultimately the agent wants the caller and the translator to be connected to the benefits VDN and wait in queue to speak with someone, while she drops off to take another call.

I haven't been able to find anything in the Avaya docs that explains how configure a VDN to let an incoming call conference to it successfully while the call is still within the vectoring steps. Does anyone one if this is possible?

Thank you in advance for your help!!
Jackie

 

[JAMMN77]

We found a work around process that will make this work. No need to reply. Thank you.

 

[joe2938]

Do tell, by the way how many call appearances do the agents have

 

[JAMMN77]

The agents typical have 2 or 3 line appearances. For the workaround all they need is 2.

When the agent has the caller and the translation line all conferenced together, the agent does the following...
1 - Place the conference call on hold
2 - Select a new line and dial the extension that you want to transfer the call to
3 - Press Transfer
4 - Click the conference line
5 - Click complete

According to the agent and other agents on this team, this method does the trick.

 

[joe2938]

That's the correct way to do it, not a work around. Pink because you took the time to explain this

 

[JAMMN77]

Thank you Joe for the follow up. I didn't know this was the correct way. It is good to know.

I have saved those steps in my cheat sheet doc for when we get another incident ticket on this type of thing. Have a super day!