Short version
Calls coming in from a Cisco Server are answered here by an ACD agent, then if they try a warm transfer back out to a toll-free number, they can have a brief 3-way conversation but when the agent tries to release the caller is dropped. Trunk to Trunk transfer is RESTRICTED. Is this a trunk transfer issue? -
Remind me please of how you turn on trunk to trunk transfer but then lock down all the CORs that don't need to do it
Is there a setting on all the CORs that handle the call that needs to be changed - trunk/VDN/hunt/station/agent ID/outbund trunk?
Long version
Customer calls Physician office in KY, such as 270-XXX-XXXX, which is actually answered by a hospital Cisco telephone system
caller presses "4" for billing and the hospital Cisco telephone system transfers the call to 866-XXX-XXXX
the call is answered at my location Avaya CM by an agent in EAS environment
Because of newly discovered requirements, the agent must transfer some calls to an outsourced billing call center at 877-XXX-XXXX. The agent does a "warm transfer" which means he/she stays on the line to converse with the outsource billing call center agent. NOW when the agent trys to release the call, the original caller is dropped instead of being transferred to the outsource billing center
Thanks as always
Andy Backs
CBTS
Calls coming in from a Cisco Server are answered here by an ACD agent, then if they try a warm transfer back out to a toll-free number, they can have a brief 3-way conversation but when the agent tries to release the caller is dropped. Trunk to Trunk transfer is RESTRICTED. Is this a trunk transfer issue? -
Remind me please of how you turn on trunk to trunk transfer but then lock down all the CORs that don't need to do it
Is there a setting on all the CORs that handle the call that needs to be changed - trunk/VDN/hunt/station/agent ID/outbund trunk?
Long version
Customer calls Physician office in KY, such as 270-XXX-XXXX, which is actually answered by a hospital Cisco telephone system
caller presses "4" for billing and the hospital Cisco telephone system transfers the call to 866-XXX-XXXX
the call is answered at my location Avaya CM by an agent in EAS environment
Because of newly discovered requirements, the agent must transfer some calls to an outsourced billing call center at 877-XXX-XXXX. The agent does a "warm transfer" which means he/she stays on the line to converse with the outsource billing call center agent. NOW when the agent trys to release the call, the original caller is dropped instead of being transferred to the outsource billing center
Thanks as always
Andy Backs
CBTS