We have our UCCX agents set up with 2 extensions:
1 - Personal DN - no restrictions
2 - Agent/ IPCC extension - set to 2 max calls 1 busy
Agents receive calls from the queue to their IPCC extension as designed. However, they run into issues when they try to conference in with the caller on their IPCC extension, to another DN in the company (internal staff member). Because they have the 1 call coming in on the queue, then they make the 2nd call to talk to the staff member, and they cannot bring the 3 calls together.
We suggested that they use their personal DN for a sort of roundabout way of bringing the calls together but I think this still poses a big challenge for the agent. I don't know if they can do a warm transfer - that would involve putting the caller on hold on the agent line, then calling an internal staff member DN, and then hitting 'transfer'. Does it work that way?
Is this normal behavior for an IPCC extension with 2 max calls 1 busy to not be able to do warm transfers (I can understand conference calls not working as it's 3 callers total)? Is there a reason it's restricted that way? What would be a good solution for contact center agents to be able to do this kind of transfer or conference?
Thank you
