ACD transfer using CAD

[iptuser55]

Hi If we have agents using Agent Desk top, if a caller is answered by agent A and wishes to transfer to Agent B using the Agent Desk Top what DN is the targeted phone?

Does the Agent Desk Top transfer the caller to Agent B using the Agent ID of Agent B or does it transfer to Agent B`s "private DN".

A site I`m working on are trying to remove the second line but I`m under the impression that we need the second line so that the CAD transfer can work- is there another way Agent A can transfer to Agent B.

My understanding in UCCX at least that Agent A logs on to CAD , then informs CAD what phone, DN they are logging on to - can this DN be used to transfers calls to or do they need a second line?

Can Agent A transfer to the prime DN of the  phone the Agent B logs on to. -Agents only have an ACD DN on their phone no other DN`s . The question is really for transfers between Agents via CAD do they need two DN`s  ACD DN and "private DN" or just an ACD DN

thanks

[anchoudh]

Hi,

If the Agents are performing Direct Transfer than it will work with Single line, if they are doing consult tranfer than they need two lines. One ACD the other being non-ACD line\DN.

Hope this helps.

Anand

Pls rate helpful posts !!

[iptuser55]

Hi

Thanks for reply , what  DN do they transfer to using either the phone or CAD

Direct Transfer

Consult Transfer

[anchoudh]

Hi,

You can do with both phone and CAD.

Refer the below link,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf

Transferring a Call

There are three types of transfers. These types are as follows.

■Supervised transfer. This type of transfer is available to every Agent Desktop user, and is triggered by clicking the Transfer button on the toolbar. In this type of transfer, you specify the number to which you want to transfer the active call. You can either hang up before the third party answers, or stay on the line and speak to the third party before actually transferring the call.

■Blind transfer. This type of transfer is available only if your administrator has configured a task button with the blind transfer action. In this type of transfer, the active call is transferred directly to a predefined phone number. Once you click the blind transfer task button, the call is transferred to that number and you are no longer connected to the call.

■Single-step transfer. This type of transfer is available only if your administrator has configured a task button with the single-step transfer action. In this type of transfer, you specify the number to which you want to transfer the call. Once you do that, the call is transferred directly to the third party and you are disconnected from the call.

Hope this helps.

Anand

Pls rate all the helpful posts !!

[iptuser55]

Hi

am aware of how CAD works however I`m trying to understand to which DN you transfer the call to - Can you transfer to the DN of the phone which the Agents logs into or do you need a completely spearate DN as in a second line or can you transfer to the agent ID

[anchoudh]

Hi,

All phones that communicate with Unified CCX must be configured with dual line (even caller phones). Call transfer between phones with single-line DN will cause call monitoring to fail.

So its advisible to transfer it to non-ACD lines if its an internal or non-business call.

Thanks,

Anand