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Blind & Consult Transfer is greyed out after agent is dropped from an Conference call.

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  • 1.  Blind & Consult Transfer is greyed out after agent is dropped from an Conference call.

    Posted 08-31-2023 03:50
    No replies, thread closed.

    For example :

     

     

    1.Customer called to TFN & call reached to Agent-1 through Queue.

    2.Now when Agent-1 clicks on Conference icon and connect Agent-2 to get some data/information needed.

    3.Now all 3 parties will be in Conference call successfully.

    4.Once Agent-1 got the information needed from Agent-2, Agent-1 drops the Agent-2 from conference call.

    5.Now only Customer & Agent-1 are in line.

    6.Now for Agent-1, the options of "Blind Transfer & Consult Transfer" are grayed out.


    #Telephony

    ------------------------------
    Srinivas Anirudh B M
    Elevance Health
    ------------------------------



  • 2.  RE: Blind & Consult Transfer is greyed out after agent is dropped from an Conference call.

    Posted 09-04-2023 12:19
    No replies, thread closed.

    That is correct. That is something that will come in the next phase or two of ACD Conference along with the opposite - the ability to do an ACD conference after a Consult Transfer.  You can try to do the transfer through the Calls tab as that may still work after the ACD Conference.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Blind & Consult Transfer is greyed out after agent is dropped from an Conference call.

    Posted 09-05-2023 02:24
    No replies, thread closed.

    Hi Sirnivas,

    we are using "Consult Transfer" for point 2.) too. This ist working fine. You can "unpause" the waiting customer and create a "conference" that way. After finishing that consulted transfer we had no problems with another consulted transfer.

    Best regards

    Christoph



    ------------------------------
    Christoph Domaschke
    CRONBANK AG
    ------------------------------

    Original Message


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