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Transfer a Customer call to another department

Transfer a Customer call to another department

Transfer a Customer call to another department

(OP)
I have just install 200 9608 IP phones within our 24/7 call center. The issue that my agents are having is when the agents receive a call that needs to be transferred to another department, they press the soft key for transfer, then dial the department group number for a soft hand-off, after a few seconds the "Complete" or "Continue" soft key disappears only leaving the resume key. They have to press the resume key to get the customer back and then try transfer again and perform a hard transfer to the other department agent.

It looks as if there might be a time limit for transfers. If so, can someone help with where to look.

RE: Transfer a Customer call to another department

I had a case where the "Complete" button only appeared when the target picked up and the reason was a corrupt config.

I exported all (binary) and imported all again and everybody was happy.
You might want to try with a default config first though before you go through all the work.

Joe
FHandw, ACSS (SME)

Remembering intrigrant 2019

RE: Transfer a Customer call to another department

(OP)
I tried to perform the task; however,the issue still occurs. The agent loses the ability to press "Complete".

RE: Transfer a Customer call to another department

I have a similar issue going on where the "complete" key doesn't work for certain calls, but does for others. Seems to be the calls going across the SCN. What version are you running?

RE: Transfer a Customer call to another department

(OP)
We are running R18 CM with R8.1.2 on all other applications.

RE: Transfer a Customer call to another department

!?What version/type IP Office are you running?

Stuck in a never ending cycle of file copying.

RE: Transfer a Customer call to another department

(OP)
We are not running IP Office.

RE: Transfer a Customer call to another department

just out of curiosity, what system do you run?
I would guess Aura which is the forum that sizbut posted the link for.



Joe
FHandw, ACSS (SME)

Remembering intrigrant 2019

RE: Transfer a Customer call to another department

(OP)
Yes, I have the Avaya Aura system.

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