Today i bother you because im having a headache trying to get Consultative Dial With Customers Transfer
But first, my installation method and stuff:
- ViciBox Redux v.4.0.3 Multi-Server Setup
Database+Web Server & 2 Dialers
The 3 of them are on SVN Revision 2003 (i trhink current revision is 2015)
Hardware: Intel Core i5 3.0 Ghz + 4GB RAM on Dialers and 8 GB RAM on Database
VERSION: 2.8-408a
BUILD: 130711-2208
We use only SIP Trunks
Now the description of my headache
Since i did this installation i couldnt perform a Dial With Customer Transfer, so i just get lazy and told the agents to do Blind transfer using the Agent to Agent Blind Transfer as explained in the Agent´s Manual. But today we are starting with a new campaign and it is a MUST to do Consultative Dial With Customer.
I follow the method explained on the Agents Manual:
1.- Park Call
2.- Transfer-Conf
3.- Select Agent Direct GROUP
4.- Click on Agents => Select the desired Agent
5.- Check Consultative checkbox
6.- Click Dial With Customer
= At this point everything works as expected. The customer is listening Music On Hold, and i am listening MoH while waiting the other agent to get the calls.
= In the real time report i can see the call on Queue AgentDirect and it shows the name of the Agent.
= BUT THE AGENT NEVER GET THE CALL!!!!
Today during my test i noticed that there is a couple of users where i can successfully transfer with customer during my test and the only difference is that in those cases where is success i can see the username as is in the realtime screen while with the other unsuccessful attempts show a 81 number at the beginning of the username for example:
This is how the queue shows on a working example:
This is how it looks on a non-working example, please note the 81 at the begining of the user name:
No matter on what Campaign or Group user SAIDA always get the consultative transfer and user YESAGUIR never works.
Already compare user settings, phone settings, campaign setting, Group Settings and i cant figure what i am missing. I am pretty sure this is not a bug, i am sure this have to be a simple missconfiguration and my lack of skills, but i cant figure out what is it.
I hope some of you could point me what can be causing this issue, if you need me to provide more information, please let me know i will around.