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Joined: Feb 2007
Posts: 23
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OP
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Joined: Feb 2007
Posts: 23 |
I have a user that when they try to transfer a call to another extension it doesn't work. Here is what they are doing and it works for everyone else, i couldn't find any settings that would change this feature. Using a DKT-3220-SD phone the user has a customer on a call hits the CNF/TRN button types the extension to transfer too and hangs up. It rings the extension he is trying to transfer too but no one is there, and it parks the call the user was trying to transfer and puts them on hold at the originating extension. Any ideas?
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Joined: Feb 2007
Posts: 23
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Posts: 23 |
I should clarify. When it ring the extension transferred too the person receiving the transfer picks up but no one is there.
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Joined: Jun 2003
Posts: 3,273 Likes: 1
Moderator-Toshiba
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Moderator-Toshiba
Joined: Jun 2003
Posts: 3,273 Likes: 1 |
It sounds like user error. Did you try this yourself or witness this yourself? Also, what system are you working on?
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Joined: Feb 2007
Posts: 23
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I did try this myself. We are on a Srata cix 670 and Strata ACD.
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Joined: Feb 2005
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The extension being transferred to...is it an ACD agent that's logged in?
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Joined: Feb 2007
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Generally i believe this would be the case. They aren't on a call but they are logged in and idle or unavailable. I did try this to a non-acd agent phone and it did the same thing as well.
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Joined: Jun 2003
Posts: 3,273 Likes: 1
Moderator-Toshiba
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Moderator-Toshiba
Joined: Jun 2003
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Does the caller come in as an ACD call to the affected phone?
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Joined: Feb 2007
Posts: 23
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Yes the calls do come in as an ACD call prior to the transfer attempts.
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Joined: Jan 2010
Posts: 933 Likes: 1
Moderator-Toshiba
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Moderator-Toshiba
Joined: Jan 2010
Posts: 933 Likes: 1 |
you are not able to supervise transfer to an ACD group.
are you transferring to the ACD pilot number or the PDN of the extn?
Regards Carl
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