Just wondering if someone can help. We have an issue with a UCCX 7 deployment where an agent in a queue initiates what he refers to as a warm transfer to another queue. Essentially he he is transferring a caller to another queue by initiating a conference with the queue and then ending his side of the call once in there, leaving just the caller hearing the "your call is important" type messages. Think of it as holding the callers hand until they have been queued. The issue is that once their call is handed off to the next available agent in the second queue the caller, the new agent AND the queue are now conferenced together ie. the caller and the new agent continue to hear the in queue messages.
Is this the expected behaviour in this scenario? We have asked the agents to simply transfer the callers to the second queue if possible, but as they aren't very happy with what they see as a loss in functionality I'd like to rule out a possible solution before saying it can't be done. The part that I'm not wrapping my head around is how, once the agent leaves the conference, the caller, the new agent and the queue are being conferenced together. Surely the ad-hoc conference ends once there are only two participants, and if so what is initiating the new conference.
Any ideas will obviously be very much appreciated. Cheers in advance