vicidial.org

Hi,

My Configuration: ViciBox Redux v.6.0.3-141118, Asterisk 1.8.32.3-vici, VERSION: 2.12-485a, BUILD: 150512-2225
Single server, Single port E1 Sangoma card for receiving/making calls. Xlite soft phones for agents.

We have an inbound campaign with manual outbound (whenever required) running smoothly. Agents need to transfer calls from L1 support to L2 support a lot of times. But sometimes we are seeing that agents will transfer the call directly to an extension number rather than the ingroup and exit the call. The call recording in such cases stops (which is logical as call has gone outside the vicidial campaign)

I want a method to stop this practice of agents being able to transfer calls to phone extensions directly. how do I do this.

thanks a lot in advance!!

Take a look at the User Group settings. You can disable several of the buttons in the Tranfer Conference frame using those.

Thanks for the very quick reply Matt.

I dont want to disable any of the buttons on the screen as I need them to be able to conference with external numbers if required, as well as have the ability to conference internally as well using ingroups. What I want to disable is the ability by the agent to transfer the call to an agents phone extension for example 8001 by putting 8001 in the transfer screen and transferring the call.

Please suggest a method to do so.
Thanks a lot