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Attendant Console to Attendant Console Issue

jharris
Level 1
Level 1

       Hello

We  are running CUEAC_SV_8.6.2.11, with two offices (one system with 2 queues/operators)

When one office receptionist transfers a call to the other office receptionist, the call shows on her IP phone , but not on her AC display.

Trying to figure out why??          

1 Reply 1

jamgale
Level 3
Level 3

It is likely that they are transferring a call to the operator on a line they are not logged into instead of the queue.

All calls should be routed through the queue in order to receive full CTI control of that call, I would suggest you create a speed dial with the DN of the CTI Route Point for the operators queue and then transfer the call to that instead of the operator directly, this way the call sits in the queue with any other callers.