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Transfer call IPCCX 4.0(4)

Hello,

When agents transfer an IPCC call to another agent, IPCC will attempt to deliver another call before the transfer is complete. As a temproary work around, we've increased the wrapup time but this is not the best solution for us as the transfer may take longer than the wrapup time is set for. I also do not want to change the automatic work setting as I do not want agents to have to manually place themselves back in a ready state after each call.

Shouldn't IPCC wait until a call is completed before attempting to deliver another call? Is there some setting I'm missing?

Any help would be appreciated.

Thanks,

Glenn

1 REPLY
Super Bronze

Re: Transfer call IPCCX 4.0(4)

Hi

Yes - IPCC should be waiting for the call extension to be completely free before sending another call.

Get the release notes for 4.0(4) and ensure that your agents comply with all the requirements for agent ICD extensions (i.e. busy/max calls numbers, other unsupported setups such as shared lines and so on).

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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