Cannot tansfer call?

[Rod25]

Hi Guys,
I have setup a new VDN. When calls come in and the customer selects the new option the call gets routed to the new vector. The problem is that the agents cannot tranfer the call from the vdn??? The user can log into 2 skills but cannot transfer from the new vdn?

Any ideas would be appreciated. Thanks in advance.

Rod

 

[orypecos]

What happens when they try to transfer?

Da-vi'do Juan-is'imo
P.S. For the best response to a question, read FAQ222-2244. Also give the type & version of your voice mail & pbx & preview your post to make sure it is complete & understandable. Please answer all questions so that I may have the info to assist you. Leaving a post on how you fixed the problem will also be appreciated.

 

[Rod25]

Hi orypecos,
Thanks for getting back to me...
I have spoken to the agent and I was told that nothing happens when they try to transfer. I have check the COR settings on her phone. She can transfer to other vdns from the other skill she is logged into but not to the new vdn?

Strange one...

Rod

 

[nohuhu]

Rod25,

check the cor settings in her agent-loginid. don't forget that when an agent is logged in, any calls (including transfers, conference and such) are made using agent's credentials not extension's.

 

[Rod25]

Hi dwalin,
Thanks for your reply.

These are BCMS agents...is it possible to check cor for these??

I changed the new vdn to 'VDN OVERIDE Y' and now the agent can transfer to another vdn and vise versa BUT not on the other VDN. I only have 3 vdns.
Getting confused.

Rod

 

[nohuhu]

Rod25,

sorry, bcms agents don't have agent-loginids, so extension cor applies.
as for vdn override, please post all three vdns and vectors here, along with split settings.

 

[definityandcmuk]

how many call appearances do the agent stations have?

 

[Rod25]

Hi dwalin,
I hope you can spot something with this. I didnt paste in the BCMS Agent exts.

The 3 vdns/vectors/hunt-groups are as follows:

VECTOR DIRECTORY NUMBER

Extension: 230
Name: Admin
Vector Number: 2

Meet-me Conferencing? n
Allow VDN Override? n
COR: 6
TN: 1
Measured: internal
Acceptable Service Level (sec): 20





change vector 2 Page 1 of 3
CALL VECTOR


Meet-me Conf? n Lock? n
Basic? y EAS? n G3V4 Enhanced? n ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? n CINFO? n BSR? n Holidays? y
Variables? n
01 wait-time 3 secs hearing music
02
03
04 goto step 22 if holiday in table 1
05 queue-to split 1 pri m
06 goto step 24 if calls-queued in split 1 pri m > 4
07 announcement 7xx
08 wait-time 30 secs hearing music
09 announcement 7xx
10 wait-time 30 secs hearing music
11 goto step 24 if calls-queued in split 1 pri m > 7
12 goto step 9 if unconditionally
13
14
15

change hunt-group 1 Page 1 of 11
HUNT GROUP

Group Number: 1 ACD? y
Group Name: Admin Queue? y
Group Extension: 600 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Length: 15
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

change hunt-group 1 Page 2 of 11
HUNT GROUP


AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec): 5


Redirect on No Answer (rings): 3
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n

*******************************

change vdn 231 Page 1 of 2
VECTOR DIRECTORY NUMBER

Extension: 231
Name: Tech
Vector Number: 6

Meet-me Conferencing? n
Allow VDN Override? n
COR: 6
TN: 1
Measured: internal
Acceptable Service Level (sec): 20

01 wait-time 2 secs hearing ringback
02 goto step 7 if time-of-day is all 16:00 to all 20:00
03 queue-to split 6 pri m
04 wait-time 15 secs hearing music
05 check split 1 pri h if available-agents > 0
06 goto step 4 if unconditionally
07 route-to number xxxxxxxx with cov n if unconditionally
08 stop
09

change hunt-group 2 Page 1 of 11
HUNT GROUP

Group Number: 2 ACD? y
Group Name: TECH Queue? y
Group Extension: 601 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Length: 15
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

change hunt-group 2 Page 2 of 11
HUNT GROUP


AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec): 5

*************************************************

change vdn 232 Page 1 of 2
VECTOR DIRECTORY NUMBER

Extension: 232
Name: Tech2
Vector Number: 3

Meet-me Conferencing? n
Allow VDN Override? n
COR: 6
TN: 1
Measured: internal
Acceptable Service Level (sec): 20

01 wait-time 3 secs hearing music
02 goto step 21 if holiday in table 1
03 goto step 22 if time-of-day is all 16:00 to all 08:00
04 goto step 22 if time-of-day is fri 16:00 to mon 08:00
05
06 goto step 24 if calls-queued in split 2 pri m > 4
07 queue-to split 2 pri m
08 announcement 754
09 wait-time 30 secs hearing music
10 announcement 753
11 check split 1 pri m if available-agents > 0
12 wait-time 30 secs hearing music
13 goto step 29 if calls-queued in split 2 pri m > 7
14 goto step 10 if unconditionally
15
16
17

change hunt-group 3 Page 1 of 11
HUNT GROUP

Group Number: 3 ACD? y
Group Name: Tech2 Queue? y
Group Extension: 602 Vector? y
Group Type: ucd-mia
TN: 1
COR: 1 MM Early Answer? n
Security Code:
ISDN Caller Display:

Queue Length: 15
Calls Warning Threshold: Port:
Time Warning Threshold: Port:

HUNT GROUP


AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal
Supervisor Extension:


Controlling Adjunct: none


VuStats Objective:
Timed ACW Interval (sec): 5


Redirect on No Answer (rings): 3
Redirect to VDN:
Forced Entry of Stroke Counts or Call Work Codes? n


Rod

 

[Rod25]

Hi,


As it stands, calls that get routed to 'Tech' the agent can transfer calls to Tech 2 but not to Admin.

Calls that get routed to 'Tech2' the agent can transfer calls to Tech 2 and to Admin.

Calls that get routed to 'Admin' the agent can transfer calls to Tech 1 and to tech 2.

The issue is with Tech, cannot tranfer call to Admin.

Thanks,
Rod

 

[Rod25]

Hi definityandcmuk,
The agents have 3 call-appr buttons.

Thanks,
Rod

 

[definityandcmuk]

the screen prints look OK, I can't see anything that could stop agents transferring

can you make test calls and do a "list trace" on the vector or extension or TAC and see what happens
(availability of list trace is dependant on your software version)

have you tried this yourself to eliminate user error

 

[nohuhu]

Rod25,

i agree with definityandcmuk, you need to run list trace to make sure what's happening. also it wouldn't hurt to do 'display events' with category 'denial', maybe it'll shed some light.

 

[Rod25]

Hi definityandcmuk\dwalin,
I will check the events to see if I can spot something. Thanks again...I will keep you posted.

Rod

 

[Rod25]

Hi definityandcmuk\dwalin,

I got it working. Strange thing, I just removed the new vdn/vector and hunt group and added then again. I seemed to resolve the porblem.

Thanks for your help

Rod

 

[nohuhu]

Rod25,

huh. weird one. somehow it happens...