sundarakarthik

Hi All,

We need details for Internal - Queue to Queue call transfer in Definity

We have serval Skills mapped with VDNS,

If the agent Received misdirected calls through the queue.

They need to transfer the call to appopriate queue/ skill.

1. If agent transfer the calls through VDN, How the CMS will treate the call?

2. We need to track the agent, From which skill call landed and who transfer to which queue/ skill ?

Is the a way to get clear report from CMS for accountability by skill wise

Let us know if any more details needed