What are some reasons during a (Arc) Enterprise Attendant Console call that options in the Call Control Toolbar would be grayed out?
From my co-worker working directly with receptionist;
"the original complaint is that the buttons above where the call is shows (after you pickup) are greyed out for conference and transfer. When we search for a user (I am going to have to retest it) it still had greyed out conference and transfer. The reason I have to retest it is that I think we might have been trying to transfer to the same same phone as we were answering calls on. I am also wondering if the other buttons are grayed because there was no entry yet in the search look up, but I know receptionist next question will be, do I need to do that. I am trying to piece together an affirmative answer"
Yes our H323 Gateway had a Inbound CSS in CallManager that didn't include the CTI Port's Partition. This was seen via ccmtrace files. Fixed it and working fine.
There are 2 conference buttons, the first one (called Start Conference) is the one you use once a call is answered and you have done a directory lookup, the second one (called conference) is used once the first party has answered in order to begin the conference.
The transer button is actuallt slightly mis-leading, this button is actually there to complete a consult transfer, call flow would be as follows:
- Answer call
- Directory Lookup
- initiate consult transfer via keyboard or right click of mouse button on contact
- Once ready you can use the Transfer call button on the toolbar to complete the transfer