Messages

1

Mitel MiVoice Business/MCD/3300 / Re: Placing Calls Back on Queue after Far End Equipment Disconnect - ?

« on: October 03, 2011, 08:56:43 AM »

Thanks your taking the time to respond.
Let me describe the case in more detail, as i may have misscommunicated.

1)    Customer calls in to Mitel 3300 , caller is placed in queue, and picked up by agent (agent speaks to the customer) – CALL A

2)    Agent places caller (CALL A) on HOLD. Dials an external DID on a separate line – CALL B

3) Call B is answered - think of this as an external call center.

3)    Agent joins CALL A + CALL B and exits the call

4)    IF CALL B is disconnected by the “Far-End-Equipment” , Mitel 3300 places “CALL A”  back in the Queue.

Look forward to your feedback with interest.
Best,
Barnard.

2

Mitel MiVoice Business/MCD/3300 / Placing Calls Back on Queue after Far End Equipment Disconnect - ?

« on: September 22, 2011, 08:26:50 PM »

Our agents are transferring inbound call to an external telephone number (an external call center).
We would like to have the ability to place the calls back on our queue if the Far End Equipment disconnects.
I understand that I can monitor the state of the call using "Disconnect Supervision", however im looking for a way to program our system, to place the caller back on queue if the connection with the external call center disconnects.
has anyone done this with a Mitel 3300 ?

Look forward to your feedback with interest.
Thanks Barnard.