Attendant transfer to Pilot

[MartinB]

Hi Guys

I have a client who used to be on rel 11.1 but were upgraded to 12.2 a while ago.

According to the client The Attendant used to be able to transfer to the Pilots without any limitation on 11.1 but since they are on rel 12.2 the attendant can not transfer to the Pilot when there are equal amount of calls and Agents.

So let say there are 9 calls in the Queue already and there are only 9 Agents logged in she can not transfer to the Pilot. If there are 8 calls in the Queue and 9 agents she can transfer .

I checked under the Queue for the setting "Transfer forbidden if no agent = False"

The client assures me this was not happening on rel 11.1.

I am not a CCS specialist but can help myself with most faultfinding but struggling to see why it would work on 11.1 and suddenly there is a change on 12.2.

Your help or guidance will be greatly appreciated.

regards
Martin

[sadim]

Hi,
That parameter is new in R11.1 MD3 and in your case i believe it should be set to True.
Can you try and give the feedback
BRegards

[MartinB]

Thank you Sadim. I will try and give feedback

[MartinB]

The lady said she has not experienced such high call volumes again so cannot confirm if it worked or not.
But I will update if it was not successful.