jjhartma

IP412 - 2.1(27), VMPro 3.0.13, CCC 5.0.13

I'm currently working in a small call center setting. We have the system setup to take calls on the main numbers and route them to the VMPro system. The user then goes through the menus and in the end an Assisted Transfer takes place to a RingIdle hunt group. We currently use Assisted Transfer only because we have it display a message on the agents phone so the agent knows what number the call came in to.

The problem is that in the CCC reports the assisted transfer shows up as 2 calls to the agent. One is the original call being transfered to the agent, and the second is an internal call from the VM Channel to the agent. This shows up in both the CCC Reports and on the CCV screen. It basically inflates the numbers and makes it look like double the number of calls came in than what really did.

Is this a bug or a "feature"? We really don't use any of the Busy/No Answer features of the assisted transfer, so I could possibly change the transfer to a normal transfer which doesn't cause this extra call, however then we would no longer be able to pass the description information to the agent.

Has anyone else had this issue, and did you solve it?

XseSiV

Hey,
Personally I am very wary of assisted transfers as they tie up a voicemail port until the call is taken. I would instead recommend you use standard transfers and transfer to a group that contains the given users but is named accordingly, this way the call centre staff member gets the approp huntgroup name appear on their screen, they can answer accordingly, you can run more accurate reports and there are no double entries. Problems solved

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