"Dead" Status In Conference/Transfer

[bc319]

Vicibox Redux 3.1.15 | Vicidial Version 2.4-364a | Build: 120409-1136 | Single Server | Sangoma

When our agents do a transfer, which can take up to 30 minutes, the status changes to "Dead". Since they are not truly idle, can this be changed or is it a permanent fixture/feature of Vicidial. Inbound Manual/Dial Level 1.

Thanks in advance.

[williamconley]

"do a transfer" is a little vague.

When an agent transfers a call to an outside extension, they are released to take another call. During that time they are expected to take other calls. If they "just sit there" on the dispo screen and do not ever complete the call and take another, they are, indeed, on a dead call.

But: You did not describe the precise process involved in "do a transfer". Button for button (I know the board says "Support", but that is short for Technical Support ... Technical requires Details, yes? )

Oh: And thanks for posting your specs ... most people miss it entirely. You should also post the model number of the Sangoma hardware (and your Motherboard, if you have it).

[bc319]

Vicibox Redux 3.1.15 | Vicidial Version 2.4-364a | Build: 120409-1136 | Single Server | X9SCL Micro ATX | Sangoma A102DE

My apologies. The reps call it a transfer but in actuality, it is a conference. They never release the call but stay on throughout. As I said, sometimes this can take up to 30 minutes and only seems to occur on the newer dialers we have put into production.

[williamconley]

But: You did not describe the precise process involved in "do a transfer". Button for button (I know the board says "Support", but that is short for Technical Support ... Technical requires Details, yes? )

"It is a conference" is not exactly what I'd call a button for button description of the process. One more time?

[bc319]

"Park Call"
"Transfer - Conf"
"Park Customer Dial"

All the agents do this throughout the day to the same number so some are calling the same number at the same time.

[williamconley]

Have you tried this without parking the call first to see if there is a difference?

[bc319]

Have you tried this without parking the call first to see if there is a difference?

Tested and went "Dead" @ 1000 seconds.

[williamconley]

perhaps somewhere between "transfer-conf" and "park customer dial" you should have filled in a box to say where to transfer the call?