MCI Transfer and TakeBack feature

[avgindyguy]

Okay here is a good one. We have a new call center that needs to use the TNT feature to transfer calls to other locations. These transfers are not blind, they must wait to the other location answers and the CSR is provided some basic information. Here is the issue, we use Avaya CMS v11 and also Definity Vll with EAS. What the call center wants is to be able to track these transfers. The only possible way I can think to do this is with the use of Work Codes, however, they would rather just have a single button, that can also be tracked in CMS. Plus they have multiple TNT codes that they use. Any ideas?

 

[26822809]

This solution is not thru ACd but thru other device - NISE/RACAL/THALES voice logger. Record the agents in extentions and the verification team can track the transfers.