Can anyone point me to a manual that says how to setup Agent to Agent transfers in CAD?
I have my agents associated to a Team, which is mapped to dialed number 9999, which is mapped to a routing script that uses the Queue to Agent Node.
We have a CTIOS app that when you hit the agent transfer button, it prompts you for your 4 digit agent id, then behind the scenes it knows to dial your team extension and append the 4 digits you just added and make the transfer.
With CAD, I think that you are going to have to send those calls to a translation pattern in the call manager or to a routing script the can replace the digits. I don't know of any way to change the programming of the transfer button in CAD as you were able to in CTIOS.
What we did for a similar issue was that we created a dialed number of ##XXXX, and trained our agents to dial ##XXXX when they wanted to transfer calls between centers. ##XXXX can then go to a script that can look up the team that the agent is associated with and append the appropriate digits.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...