Dropping call when transfer to ingroup.

[mstopkey]

Hello all, we have a problem when agents transfer calls to ingroups (any), most of the time it drops the call. We have two locations, one where the dialer is and a few agents, the other is remote location with the majority of the agents and is connected through VPN tunnel back to local office/dialer. Most of the time our local agents can transfer to say our Spanish Ingroup. Some times it drops the call. All of the time when our remote agents try to transfer to ingroup, the call drops. All agents are members of the same User Group and Campaign. We have several ingroups for transfers, ( local office, remote office, Spanish skill etc) I logged in with my admin user and it works every time, I copied a user that experiences this problem, logged in as that test user and it works every time. Is this a network/latency issue? Our network is pretty stout.

[williamconley]

you are having a "concept" issue.

if these are all "logged in agents", they are all in Conference rooms and as such the call is not "transferring to their location", but a prospect is being transferred from one meetme room to another meetme room on that dialer (unless you have a cluster).

so it's not a transfer per se, that terminology is used to appease the agents who would probably not appreciate pushing a button labeled "Send this caller to the meetme room of another agent" LOL

If these are "On-Hook Agents", that is a different story entirely, of course.

I do note, however, that you asked for technical support on the topic without describing precisely how the "transfer" occurs. Button by button, man, it's important and may make a difference. Also ... CLI from a failure would be very helpful.

[mstopkey]

Hello William. Here it is, the agent takes a call either inbound or auto dial out bound. The caller speaks Spanish only. We have a Spanish ingroup. The agent clicks the Transfer button in the agent UI, selects the proper ingroup below Transfer Conference Functions and clicks the Local Closer button. We have agents that are members of the Spanish ingroup logged in and ready to take a Spanish (skill set) call. The call just drops. All agents are pre-assigned to their respective ingroups and they cannot select or de-select their ingroups.
As for a CLI out put, I am having to wait until after hours to get one because we are typically dialing 40 to 60 numbers at a time and the CLI scrolls by extremely fast.

[williamconley]

In which case you seem to have fallen prey to "ALWAYS test before you roll it out!" disease. Also handy to have a Clustered system (as you can install full system functionality on an "extra" server and use it for a single test call while the rest of the room functions normally ...). This can be done with a P4 or any old workstation laying around. Very handy tool for a busy call center.

But if the agents are actually logged in, the transfer of a call to them is not in any way related to their location. Falling down point must be somewhere else.