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Author Topic: Transfers to ACD path  (Read 1509 times)

Offline thelatman

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Transfers to ACD path
« on: May 18, 2015, 04:59:27 AM »
Hey Folks,

Looking for a bit of advice.....got an issue where when we try and transfer calls to an ACD path its taking 2 or 3 attempts before the transfer is successful.   We can transfer to other paths without issue its purely this one path.

Any ideas?

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Offline Mattmayn

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Re: Transfers to ACD path
« Reply #1 on: May 18, 2015, 06:39:33 AM »
Where is the call going when it fails?
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Offline thelatman

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Re: Transfers to ACD path
« Reply #2 on: May 18, 2015, 06:46:02 AM »
Ok, so after having testing carried out, the call seems to go to the path and seems to get answered by an agent, however the transferring party doesn't hear any audio and hangs up, tries again same thing, then tries again and gets through.   No other path has this issue which is weird.
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Offline matthew

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Re: Transfers to ACD path
« Reply #3 on: May 19, 2015, 08:17:03 PM »
What should they hear? A queue announcement? Music? How do those settings compare to other path programming?

If the queue is busy it's possible the RAD is playing to another caller at the time, which would explain the intermittent nature. Add another port to the group.

Check your MOH settings. If the path is set to play an internal music source, is it available?
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