Switch back and forth when transferring a call

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Switch back and forth when transferring a call

Postby dspaan » Sat Aug 25, 2018 4:52 am

Scenario:

Agent is talking to the client and does a consultative transfer to another agent.
While agent 1 is talking to agent 2 the client is on hold.

Question:
How can agent 1 temporarily switch back to the client to ask the client to hold a little bit longer while at the same time setting agent 2 on hold and then switch back to agent 2 agen putting the client back on hold?
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
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Re: Switch back and forth when transferring a call

Postby jmathew » Wed Sep 05, 2018 10:19 pm

this feature I guess is still not there to toggle between first and second call using vicidial agent web screen. However you can achieve this by using your x-lite / eyebeam phones, by toggling between their channels.
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Re: Switch back and forth when transferring a call

Postby mflorell » Thu Sep 06, 2018 3:54 pm

That is not currently a feature.
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Re: Switch back and forth when transferring a call

Postby williamconley » Tue Sep 11, 2018 9:12 pm

dspaan wrote:Scenario:

Agent is talking to the client and does a consultative transfer to another agent.
While agent 1 is talking to agent 2 the client is on hold.

Question:
How can agent 1 temporarily switch back to the client to ask the client to hold a little bit longer while at the same time setting agent 2 on hold and then switch back to agent 2 agen putting the client back on hold?

Kill the call to agent 2 (cancel the transfer). Go back to the client. Then re-initiate the transfer.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
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Re: Switch back and forth when transferring a call

Postby dspaan » Wed Sep 12, 2018 4:34 am

If you are calling to another company (the agent2 as you mention) where you first had to wait in line to talk to someone you can't kill that call because if you want to switch back you have to wait in line again and will get another agent.
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1374
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Switch back and forth when transferring a call

Postby williamconley » Wed Sep 12, 2018 10:04 am

Create a special agi script with a recording of your voice saying "almost done, just another few seconds" (or whatever) and put a button on the agent screen to push that audio into the parked call channel.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
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Posts: 20018
Joined: Wed Oct 31, 2007 4:17 pm
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