Transfer a Call Queue Call
Customer Concern:
The customer reports that they have lost the direct call transfer option when receiving a second incoming call from a call queue.
Current Behavior:
When a second inbound call comes from a call queue, the forward/transfer button is no longer immediately visible in the app.
The customer now needs to click the “More” button to access the transfer or forward options.
Previous Behavior:
The transfer/forward buttons were readily available without the need to navigate to “More.”
Fatima
shared this idea
-
Katherine
commented
have you added call queue pick up to each member of the queue? If not make sure the setting will provide the alert in 5 sec. the default is 1 min. In addition make sure you the present more than one call to the agent. Do you loose the transfer Icon if using the HUD to transfer, which is where you will see calls in the call queue pick up for additional calls ringing. (it's the best way to mimic a Hunt group if you can from Connect (ST/Mitel).