toggling several times between 2 call before doing a transfer

Answered Question

Hi all,

Here is the description of the scenario :

A calls B in order to be transferred to C.,so, B calls C. At this moment we have the call A-B on hold and B-C active. B , for some reason, put C on hold and come back to A (to verify some thing). At this point, B decided to make the transfer, by doing a direct transfer for example. However, A see that his phone shows that the call is "fom C" whereas actually he has dialed first.

How could we overcome this little prob.

thanks.

I have this problem too.
0 votes
Correct Answer by CHRIS CHARLEBOIS about 7 years 4 months ago

Direct Transfer is such a pain to use and to train people on using we don't even cover it in our end-user training and we remove the DirTrfr softkey from the template. The only place it makes any kind of sense is in a receptionist role, and they use the Attendant Console to do the same thing. I would approach it from an end-user training perspective. If B knew that A wanted to talk to C, B should have initiated the call to C as a transfer in the first place. If not, B should tell C that B will the send the call from A immediately, disconnect, then cold-transfer A to C.

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Overall Rating: 5 (2 ratings)
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Correct Answer
CHRIS CHARLEBOIS Wed, 07/15/2009 - 10:04

Direct Transfer is such a pain to use and to train people on using we don't even cover it in our end-user training and we remove the DirTrfr softkey from the template. The only place it makes any kind of sense is in a receptionist role, and they use the Attendant Console to do the same thing. I would approach it from an end-user training perspective. If B knew that A wanted to talk to C, B should have initiated the call to C as a transfer in the first place. If not, B should tell C that B will the send the call from A immediately, disconnect, then cold-transfer A to C.

rob.huffman Fri, 07/17/2009 - 04:32

Hi Chris,

I like your thinking here! Sometimes the old "KISS" principle really comes into play. +5 points for this excellent advice for Ramzi.

Cheers!

Rob

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