Query - Outbound Dialer Scenario

[S N]

Hi Guys,

I am new to Outbound dialer and have a query.

It is a SIP Dialer.

Scenario is:

Agent A is reserved by the dialer and agent B gets an incoming call and Agent B transfers the call to Agent A.

The call is getting transferred and Agent A is on call with the customer.

The problem now is dialer is again sending the call to Agent A without realizing that the agent A is already on the call.

My doubt here , is this a normal scenario where dialer does not have any indication of the status of the agent or this is how the dialer will work or any configuration changes needs to be done.

Thanks

Sathya

[Chintan Gajjar]

Did you mean, the Agent B transfers call to Agent A while Agent A is already reserved by Dialer?

if yes, how is transfer happening?

[S N]

Hi,

Its a blind transfer between the phones.

Thanks

Sathya

[Chintan Gajjar]

Then i think its normal because agents are doing blind transfer directly between the phones.

You can have ICM controlled confernece or transfers, in order for UCCE to own the call.

You can have Agent B dialing CTI RP and have him waiting in queue for Agent A before Agent A becomes available.

There are also Agent to Agent Transfer mechanism controlled by ICM, you may want to try that.