Call Pilot 150 Transfer Call to Call Center Sillset Wont Work

[picard0202]

Hello,
I have a Nortel MICS 7.0 and a Call Pilot 150 with enhanced call center. I have skill sets 1 and 2.

The Problem
Some one from skill set 1 needs to transfer a call to skill set 2. They dial the dn for skill set 2 and it just rings the skill set never answers. The receptionist can't transfer calls into any skill sets. The transfer into the skill set only works from the auto attendant. Any suggestions and help would be greatly appreciated as I've dealt with this for 2 weeks now and my vendor is no help.

THANKS!!!!!

 

[ptstechnician]

Never hearing this issue (and three customers with ECC), I would recommend upgrading both CP's to the latest software version (saying this, make sure you have the latest RCC software). Next, log all agents out of all skillsets, disable all skillsets and re-enable. What version of CP & RCC do you have?

 

[NETWT]

That problem was fixed in 3.0
You will need to upgarde to 3.0 or 3.1 to fix it

 

[picard0202]

This is my current version : Voice Mail Version: 31.10.14.22

 

[picard0202]

I havee gone back and forth with support now. It would seem to transfer a call to a skillset you must press Feature 70 and press join to get to the skillset. There is no opportunity for the original rep to spreak the rep in the skillset. There is no opportunity to convey the situation or what has already been done. The only way I can see to do it is to call back into the call center with a new call. Any ideas or suggestions would be a help. I don't understand how this can be a " call center " if you can't warm transfer a call.

 

[RikRodgers]

Efficiency over good customer service. I hate that, too.