Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Attention: The Community will be in read-only mode on 12/14/2017 from 12:00 am pacific to 11:30 am.

During this time you will only be able to see content. Other interactions such as posting, replying to questions, or marking content as helpful will be disabled for few hours.

We apologize for the inconvenience while we perform important updates to the Community.

New Member

CAD - TRANSFER CALLS FROM THE APPLICATION

In CAD, when the agent press the "Transfer" button, the customer is still connected to the agent. I mean, you need first to dial a number, and then the call is really transferred.

This is confusing our agents. Is there any way to change this? Thanks in advance!

5 REPLIES

CAD - TRANSFER CALLS FROM THE APPLICATION

Hi,

and what would be the expected way?

I'm not sure I understand but I don't think it's possible with CUCM/UCCX.

G.

New Member

CAD - TRANSFER CALLS FROM THE APPLICATION

The customer wants the same behaviour in phone and CAD.

Phone: You press Transfer and first call is on hold.

CAD: You press Transfer and first call keeps connected. You need to dial the second number, and only then first call is on hold.

We would like to have with CAD same behaviour than in phone.

CAD - TRANSFER CALLS FROM THE APPLICATION

Hi, I am afraid it cannot be changed. When you transfer a call using CAD, it first takes the numbers and then it opens a second channel (initiates a second call).

When transferring a call using the phone, it needs to open a second channel first before it can take a number so this is why the frist call must be held first.

G.

New Member

Re:CAD - TRANSFER CALLS FROM THE APPLICATION

just a thought, cant the agent click on hold from cad, and then transfer? wouldnt that do the trick?


Sent from Cisco Technical Support Android App

New Member

Re:CAD - TRANSFER CALLS FROM THE APPLICATION

I'm afraid not. If you press "Hold" the transfer button is not available anymore...

415
Views
0
Helpful
5
Replies
CreatePlease to create content