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  • 1.  Agent lost ability to use 'Consult' function

    Posted 01-18-2023 00:16
    No replies, thread closed.
    Hi all. Hoping someone may be able to assist.  

    We have an agent that has lost the ability to use the 'Consult' (warm transfer) function?!

    This is the behaviour:
    1. Agent places the customer on hold
    2. Enters the new number
    3. Presses "enter" or "call"
    4. Instead of being presented with the option to 'Consult', then new number is "dropped"
    5. Member is taken off hold.

    Agent is following instructions as per Resource Centre.

    Any assistance appreciated...



    #Telephony
    #Unsure/Other

    ------------------------------
    Nick Horman
    Qantas Airways Limited
    ------------------------------


  • 2.  RE: Agent lost ability to use 'Consult' function

    Posted 01-18-2023 15:47
    No replies, thread closed.
    Hi Nick - 
    I tried reproducing this scenario on my end, but couldn't identify any issues. in case it helps, here's what things look like on my end after hitting "Enter" on the number in order to enable the Consult button. (Sensitive information redacted)



    Were you able to find a solution yet?

    ------------------------------
    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
    ------------------------------

    Original Message


  • 3.  RE: Agent lost ability to use 'Consult' function

    Posted 01-18-2023 18:37
    No replies, thread closed.
    Thx Cory.  Resolved.  We believe there was an element of Agent error.

    ------------------------------
    Nick Horman
    Qantas Airways Limited
    ------------------------------

    Original Message


  • 4.  RE: Agent lost ability to use 'Consult' function

    Posted 01-19-2023 08:39
    No replies, thread closed.
    Happy to help! Glad this wasn't a systemic issue for you!

    Thanks,

    ------------------------------
    Cory King
    IT Lead
    Interstate Gas Supply, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Agent lost ability to use 'Consult' function

    Posted 01-18-2023 16:27
    No replies, thread closed.
    Hi

    can you share the screenshot of step 2 & 3 while your agent is trying to transfer the call?

    ------------------------------
    Muhammad Zubair Awan
    ------------------------------

    Original Message


  • 6.  RE: Agent lost ability to use 'Consult' function

    Posted 01-18-2023 18:38
    No replies, thread closed.
    Thx Muhammad.  Resolved.  We believe there was an element of Agent error.

    ------------------------------
    Nick Horman
    Qantas Airways Limited
    ------------------------------

    Original Message


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