RE: [Asterisk-Users] queue - transfer calls

[Juan Manuel Coronado Zúñiga]

El lun, 18-04-2005 a las 10:18 -0400, Ariel Batista escribió:
  
  1. Attended transfer: If the agent transfers the call to someone
 in the management team, the call is immediately transferred,
 and the agent is not able to talk to the manager before. Is
 there a way to allow an agent to talk to the management befora
 actually transferring, so that he can explain the issue in
 advance
 
 In stead of transferring to the next level support have your agents
 park the call to lets say 700 it should give you something like 701
 then call the next agent tell them what the problem is and to pickup
 exten 701.
 

The attended transfer works fine but you have to implement it on * from
the CVS. It's still not available in the stable release.

See: http://www.voip-info.org/wiki-Asterisk+config+features.conf


Regards,

-- 
Juan Manuel Coronado Z.
Avatar Ltda. 
Parquesoft
Calle 4 # 8-30, Office 402
Telephone:(+57 2) 822 1214 - ext 300
Popayán, Colombia.
http://www.avatar.com.co



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RE: [Asterisk-Users] queue - transfer calls

[Ariel Batista]

From:
[EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Dov Bigio
Sent: Monday, April 18, 2005 9:16
AM
To:
asterisk-users@lists.digium.com
Subject: [Asterisk-Users] queue -
transfer calls









Hello,











I am setting up an ACD using *, but found a an issue that
I am not being able to resolve, and this might impact our * implementation.











We have a call center with 4 agents, which should receive
calls from their queue. But we also have a call center management
team which should be able to talk to end customers in case the first level call
center is not able to solve the problem.











There are two issues there:












 The agent cannot use the
 soft-phone TRANSFER button.. she has to press the pound key to transfer.
 This is not a 'terrible' issue, since it is just a matter of educating
 agents.




This one can be fixed if you want by going
with the paid xten pro software. It has a transfer button.












 Attended transfer: If the
 agent transfers the call to someone in the management team, the call is
 immediately transferred, and the agent is not able to talk to the manager
 before. Is there a way to allow an agent to talk to the management befora
 actually transferring, so that he can explain the issue in advance




In stead of transferring to the next level
support have your agents park the call to lets say 700 it should give you
something like 701 then call the next agent tell them what the problem is and
to pickup exten 701.













Thank you very much





Dov










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