Transfer / Parking Issue

[mxtreme311]

We have a particular campaign where the agents are logged into a closer campaign. They manual dial their leads, and when they get someone interested in our product, the agent clicks the Transfer – Conference button, and then does a Park Customer Dial, talk to a sales rep at our other center for a minute, then the click GRAB PARKED CALL, introduce the customer to our other sales rep, then the agent click Leave 3-Way.

All of this works just fine, but we’ve found a small problem. If more than one customer is parked at a time the agent may not get their customer back when they click GRAB PARKED CALL. Sometimes they get someone else’s parked call back.

What could be causing this?

[mflorell]

The parked calls all go to the same place, and they are grabbed back by the channel name of that was used when they first connected. I have never heard of this happening before, but you should look at the vicidial_manager table to see what the channel name is when they connect and when they go back into the agent's conference.