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Outbound-to-Outbound Call Transfer

Outbound-to-Outbound Call Transfer

Outbound-to-Outbound Call Transfer

(OP)
I am the phone guy for two call centers. They are both primarily outbound. We have a client who wants initial contact with the respondent to be personal, from an agent. Then at some point, the respondent can choose to finish the survey via our IVR system, which is housed in a third facility. Can the Definity (G3V6) transfer an outbound call to another outbound call? I can conference the two together with the agent, but as soon as the agent hangs up, the the calls drop. Having the agent sit there, muted, listening to the respondent complete the IVR portion is not an option. They need to continue making other calls.

Can this even be done? If so, how?

Thanks in advance -

- Duaneness
Replies continue below

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RE: Outbound-to-Outbound Call Transfer

Duaneness, I've attached just the explanation of OTTOTT as I think this is what you're looking for. Additional information can be found at www.avaya.com or if you'd like to leave me your email address I can send you the Adobe Acrobat file that I found the info. in. I hope this gets you on the right track anyway!  Good luck!

Transfer — Outgoing Trunk to
Outgoing Trunk
Outgoing Trunk to Outgoing Trunk Transfer (OTTOTT) permits a controlling party
(such as a station user or attendant) to initiate two or more outgoing trunk calls
and then connect the trunks. This operation removes the controlling party from
the connection and conferences the outgoing trunks. Alternatively, the controlling
party can establish a conference call with the outgoing trunks and then drop out
of the conference, leaving only the outgoing trunks on the conference.
NOTE:
This is an optional enhancement to Trunk-to-Trunk Transfer and requires
careful administration and use. Distributed Communication System (DCS)
Trunk Turnaround may be an acceptable and safer alternative to this
feature.
OTTOTT allows calls to be established in which the only parties involved are
external to the switch and are on outgoing trunks. This type of call can result in
locked-up trunks, such as trunks that cannot be disconnected except by
busying-out and releasing the affected trunk circuit. To clear the lockup, a
service technician must reseat the trunk board, or busy-out and release the
affected trunk.

RE: Outbound-to-Outbound Call Transfer

Duane,
   On the first page of the trunk group form toward the bottom you will see an option called disconnect supervision.  Change out? from n to y and you should be able to transfer your calls without any problems.

RE: Outbound-to-Outbound Call Transfer

If you want to keep control on this:

- put the field "Trunk-to-trunk transfer" on the system
  parameters page to NONE
- create a COS with the field "Trk-to-trk Transfer
  Override" to YES.
- Give the people that are allowed to do this the new COS
  and all is done.

Thanks for the tip kcphoneguy. I was trying this for weeks but didn't know that I had to put this field to Yes.

Erik.

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