I know that this doesn't solve your problem, but you could use the alternate "consult" method of creating a new interaction for the outbound call to the IVR rather than using the transfer dialogue. This allows you to have the full feature access of the client during the call, you just lose some of the visualization perks of the consult window and have to manage the calls differently.
You'd have to drop and drag your two calls together to create your conference and then disconnect the top level interaction to disconnect yourself while leaving the other legs intact.
I'd recommend submitting an idea request to have the dial pad added to the consult view in connect. If you do that, I'd gladly give a vote.
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Aaron Lael
State of Utah
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Original Message:
Sent: 01-07-2019 10:37
From: Mark Oleksik
Subject: Interaction Connect - Dialpad unavailable on Consult Transfer
Hi all - when using IC and making a consultative transfer the dial pad is not available to use. This presents a problem whereby agents who are attempting to route customers through other IVR 's are unable to do so as they can't input the relevant DTMF digit.
Anyone else experienced this and if so how (if you did) was it resolved?
Cheers
Mark
#Omni-ChannelDesktop/UserInterface
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Mark Oleksik
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