condensed

Hello,

Long time lurker, first time poster. I have an s8720 and call master V's. We have a program where the agent would need to send a call to an 800# if the customer says yes to a program. My VP wants the easiest solution possible for the agents to do this.

My idea is to create a VDN and assign this to a button on the call master phones. Then the agents could transfer, hit vdn button, transfer, release. And the vdn could be recorded for data purposes.

Is there any way to hit 1 button and have it auto transfer to a predefined 800# or vdn?

Thank you

ahays

Good idea ... but since the Transfer procedure is <transfer> <dial> <transfer> there is no way around that.

If these are toll-free calls that you are transferring you might want to consider the "takeback and transfer" feature of your incomming carrier. That way you're not tying up (and paying for) two trunks for each one of these calls. I would still use the vector to transfer for tracking and reporting, but you'll have to record the DTMF tones in an announcement to facilitate the transfer. I found a program on the web once that recorded DTMF tones direct to .WAV files making moving the files to VAL quite simple (http://www.xentec.be/products/vox_studio/vox_studio.htm).

regs,

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

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oozenoz

What about some sort of system speed dial instead of a VDN? You would be able to capture the outgoing calls in your call accounting system, assuming you have one (most contact centres do...)

I love takeback/transfer technology, but it isn't always cost effective... our current carrier wanted to charge us .30 USD per transfer - adding trunks was actually cheaper when taking into accountthe number of calls we transfer and the duration of thetransferred calls.

__________________
- calvin

condensed

Thank you for the advice. I will look into both solutions. I just programmed the speed dial as the vdn. The vdn is mostly for ease of reporting.

The takeback and transfer is intriguing though. I will have to look into cost.




The director and VP are anal about up to the second reporting. I think they spend too much time looking at numbers and not actually managing.

ahays

Typical call center slugs. I had a Call Center VP once have me write a whole host of custom CMS reports so that the numbers would look the way he wanted them to look ... never mind reality.

.al.

__________________
Al Hays, ACE, MCSE, CCNA
Homepage: http://www.jeral.com/
Training: http://www.jeral.com/avaya-learning.html

condensed

We ended up charging the toll free company .8 per minute. We only pay .2 per minute. So we actually profit even if the don't.

Thx Pbxtech!

PBXtech.info