Transfers impossible - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

diversion · 06-12-2003, 12:02 PM

We are a call center. One of our support team act as a welcome desk and does a lot of transfer to others teams, inside and outside our site.
The user complained they can't do transfer time to time, they press the transfer key but nothing happen.
We found a workaround by calling the DN line of the user, who pick up the call and press the transfer key (it works !!) and hang up the DN call. now the tranfer key works for the ACD call (??!!).
We verify TDS/CONF cards but they are OK and there is enough of them, the same for trunks.
Phoneset are shared among two superloop with 64 to 80 TNs used on each.
On option 81C - Rls 25.15 -
Any suggestion is welcome. Thanks.

Icy · 06-12-2003, 12:20 PM

I´ll bet it´s a patch problem.

fonchick · 06-12-2003, 04:52 PM

We have periodically had this problem as well. We are 25.30 81 C and it happens across all loops. Unfortunately, I have not heard of a fix. I would be interested in finding one as well...It doesn't happen very often

gwebster · 06-12-2003, 05:48 PM

How do the incoming calls which are affected reach the agent? Are they direct dialled or transferred from another party (attendant, queue, agent,...).

diversion · 06-13-2003, 04:40 AM

Hi all,

Icy,
Perhaps a patch problem but according to our vendor : unknown to Nortel.

gw,
The calls come through Symposium (v. 3.0), via a basic script with no IVR, just a queue to skillset. Maybe some calls receives an announcement from MerMail or Music from Miran.

Icy · 06-13-2003, 05:44 AM

The sets are not driven through a IRemote or are they?

diversion · 06-13-2003, 06:50 AM

Nope, directly connected to the 81c

gwebster · 06-13-2003, 07:52 AM

Next time it occurs, have the agent notify you immediately (i.e. as soon as they notice that hitting the transfer key doesn't work) and do a trace of the call in LD 80. That may give a clue as to what is happening.

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