CICS - Transferring calls to another location?

[DOcean]

Client is a doctor's office with a new CICS. Doc just hired a "management company" who will be taking appointments at their call center (Orlando). "Management Co." wants doc to transfer inbound calls for appointments to their call center so their operators can handle/schedule.

I do not believe this is accomplished within the CICS programming, correct? This must be a feature of the telco...?

Thanks in advance,

D. Ocean
VIP Video & Communications
Miami, FLA

 

[achuchman]

Depends on the set-up...

If the Doctor wishes to use the AA feature on the CICS or is using a Call Pilot, a menu option can be created to transfer to an outside number (i.e., Thank you for calling Dr. Anderson's office, to make an appointment, press 1...)

I believe there are two ways to do this. If the doctor has a decent number of lines, he can just have the call transfer on an open line.

If he only has a few lines, I believe the CP100 (and maybe the AA on the CICS) can be programmed to utilize 3-way calling.

I would double check with the manuals to make sure that the 3-way calling could be used on both of these systems.

 

[DOcean]

No V/M. Calls are to be answered live by receptionists and transferred to call-center in Orlando. Doesn't Bell have a "live transfer" feature?

 

[bkrike]

Yes- It is called by different names- (off premise transfer, Centrex transfer, hookflash transfer, link transfer.)
You use the link feature on the Norstar to transfer the call. This is the most efficient way to accomplish your goal.

A call comes in, press link, dial the number or press a speed dial, when you hear ringing, you just hang-up. then your line is free again.

 

[bkrike]

and you can do it with just the CICS, but it would use up two of your lines for the duration of the call, and the volume would be diminished in comparison to using link transfer.

 

[DOcean]

That's what I thought, but haven't had this situation arise before.

Thank you.

D. Ocean
VIP Video & Communications, Inc.
Miami, FLA