Available Agents Transfer Vicidial Version 2.20

[omarrodriguezt]

Hello,

We are just implementing the new vicidial version 2.20 and there is a feature that we want to implement, but we haven't found the way.

In version 2.20 when we want to transfer the call to AGENTDIRECT appear a new window that should show the Available Agents Transfer, but we can't find where or how to setup the available agents to transfer for this campaign.

We tested transferring to inbound closer group, outbound number and works ok.


Thank you in advance.

[mflorell]

AGENTDIRECT needs to be an available transfer group and an available inbound group in the campaign(s). The agents need to login and select the AGENTDIRECT in-group to take calls from. When on a call, click Transfer/Conf button, then make sure AGENTDIRECT is selected in the pulldown then click on the Number To Dial field and a list of available agents should show up to choose from.

[omarrodriguezt]

I' ll try and let you know.
Thank you!

[omarrodriguezt]

Hello,
In the campaign details in Allowed Inbound Groups we have selected AGENTDIRECT, also in Allowed Transfer Groups we checked AGENTDIRECT.

When the agents logged in they selected AGENTDIRECT as inbound group, also after they make an outbound call and tried to transfer, they selected AGENTDIRECT from the pulldown, then clic on the number to transfers, but again they can't see any agents in this new popup. Also, there is no way to close the pop up, they must log out and lg back in.

Thank you in advance.

[ruben23]

Hi, got same problem..

if i may ask do i need to add DID number for the Ingroup..? Is it ok to transfer to the ingroup using local extensions of agent only..? how to do it.

[shardman]

Make sure you have the USER GROUP configured correctly.

By default when you create a USER GROUP it does not have any other USER GROUPS selected under "Agent Status Viewable Groups".

This setting controls which users can be transferred to so by not checking anything here you are saying that users of this group cannot transfer to any group.

[ruben23]

ok, i set ALL GROUPS just to make sure...then how about the Ingroup settings..? does it need DID number to be used for verifier of transfer call coming form my outbound campaigns..?

[mflorell]

No DID is needed just for AGENTDIRECT to work.

I am working on making a couple of changes to agent transfers like this in 2.2.0 branch due to lots of customer questions and suggestions on this. Should have something in rc6 later this week.

[omarrodriguezt]

Thank you.
Shardman I will try your suggestion as soon as possible and let you know.

[ruben23]

Hi matt,

ok i have setup Ingroup without DID, and during the transfer i see the Ingroup verifier i made on the drop down (Im not using the AGENTDIRECT)
- i click dial customer right without inputting any number right..?

The CLI logs says no such extension.

How is it done, please any steps..?

This is my procedure:

-Agent login to the blended outbound /inbound campaign then accept VERIFIER INGROUP. on agent interface agent talk to client and click transfer conf, a transfer menu appears and on the drop down menu agent select VERIFIER INGROUP and directly DIAL CUSTOMER.(The CLI logs says no such extension.)

-vERIFIER AGENT login to VERIFIER CAMPAIGN and click resume waiting for inbound calls.

(When on the agent put a local extension number like 102 used by VERIFIER, the incoming calls comes to softphones only not to the agent interface)

[omarrodriguezt]

Its works.
I forgot to select the group in "Agent Status Viewable Groups"

Thank you!

[omarrodriguezt]

Ruben,

1st. Make sure that the verifiers select the inbound group when they logged in.
2nd.
You said: agent doing the transfer click on the drop down menu, and select verifier ingroup then dial customer.

In order to transfer to an inbound group or Local Agent you must clic on Local Closer no dial with customer

[mflorell]

I have changed the agent selection in 2.2.0 rc6 to be triggered by clicking on an AGENTS link next to the Number-to-Dial field instead of clicking on the Number-to-Dial field itself.

[ruben23]

omarrodriguezt

But how did you setup it form start..?

coz with my existing when i click local closer the whole transfer close and transfer to a disposition page..
any idea.

[omarrodriguezt]

When you transfer a call to a inbound group its normal its a blind transfer, so its normal that you lose the call and the vicidial it will go to the disposition page.

Make sure that the other agents are loggin (blended) in the queue that will receive the call.