12-01-2008 12:52 PM - edited 03-14-2019 03:20 AM
UCCX 5.x. What do I need to do to allow agents to do blind transfers from CAD? Agents on top-level ACDs will be transferring large volumes of calls to other IVRs/ACDs and will need to ability. Thanks in advance,
Brian
12-02-2008 06:20 AM
Hi Brian,
Could you pls explain in more details what you would like to accomplish? You want to do blind transfer to another agent or hunt group or it is warm transfer.
Cheers
Ikram
12-02-2008 09:25 AM
I want to take an active incoming call that was answered by an agent using Cisco Agent Desktop and transfer it to another number in the directory ... but I only want the agent to have to press "transfer" once (hence a blind transfer as opposed to a supervised transfer when you press the button again after dialing).
Right now they have an active call, they highlight a directory entry, they press transfer, the button says something like "waiting", then they press transfer again and the call routes.
I want the agent to highlight a directory entry and press transfer once, and be done with the call.
12-02-2008 02:27 PM
Blind transfer with CTIOS can be done. I cannot see anyway to do it with CAD.
Regards,
Geoff
12-03-2008 07:06 AM
Not familiar with CTIOS. I tried gathering info on cco but as usual the search results at Cisco gives me everything but the info I need. Any help would be appreciated.
12-03-2008 09:08 AM
Sorry, I did not mean to mislead you. CTIOS is a Soft Phone available in Enterprise. In Enterprise, you can have a choice of Soft Phones - not so in Express.
Regards,
Geoff
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