Forward calls from Call Centre to external agent

[NabilEng]

Hi,
The configuration we have :
-Alcatel Lucent OXO R8
-ACD-SCR
-Qsig
We are currently losing arround 50% of calls because we are understaffed. So i would like to transfer some calls to agents working from others offices in the same country. Below are the steps i followed and the result i got :
Customer 1
ACD assignes the call to Agent 1
Agent 1 set to "forward immediate" to external number

The result:
the external number rings and when i pick up i cannot here anything. and the Customer is still on wait and hearing the music.
It seems like the ACD doesn't release the call.

Anybody knows what i am doing wrong? If you could help please,
Thank you,
N

[NabilEng]

No one knows? is it that complicated ?

[cavagnaro]

If you need ASAP answer please open an eSR with Alcatel. Here, people will answer on their free time.


Enviado de meu E6633 usando o Tapatalk

[mdiver]

Are the Acd ports set to be able to transfer externally ?

[NabilEng]

Thanks Cavagnato I know it's a free Forum and people would answer on their free time.

@Mdiver, the think is, even when i trasfer call to internal extension it doesn't work. I get the same resulat.
I have also tried this :
-Customer C calling the Call Centre
-ACD takes the call in charge and assigns it to the Group 1
-Group 1 is managing Agent 1(on duty)
-Agent 1 set to "transfer immediat" to agent 2(internal extension)
-Agent 2 receives the call, but when i pick up i don;t hear anything and Customer C still is waiting and hearing the music.

So i got the same result when i transfer Agent 1 to external number.

[tot3nkopf]

No one knows? is it that complicated ?

No, but it looks like you did not read CCD system documentation (obviously you are not trained on the solution) and that you might have also other issues on your system.
Try to work with max waiting time on main queue and configure redirection queue (distribution weight 2) for forwarding calls outside CCD environment.

[mdiver]

Thanks Cavagnato I know it's a free Forum and people would answer on their free time.

@Mdiver, the think is, even when i trasfer call to internal extension it doesn't work. I get the same resulat.
I have also tried this :
-Customer C calling the Call Centre
-ACD takes the call in charge and assigns it to the Group 1
-Group 1 is managing Agent 1(on duty)
-Agent 1 set to "transfer immediat" to agent 2(internal extension)
-Agent 2 receives the call, but when i pick up i don;t hear anything and Customer C still is waiting and hearing the music.

So i got the same result when i transfer Agent 1 to external number.

Then your features are not set correctly

[NabilEng]

This system has been set years ago by a partener, yeras before i join the organisation and i am trying to sort the situation out. I implemented the call centre exactly as described in the book. Anyway, thank you for your help