Call consult and transfer to a call queue - transfer feature is missing
Incoming call should via "consult and transfer" to a call queue. if an agent answers the call queue transfer feature is missing, its not possible to transfer, only switch back to the call or hang up. transfer after consulting should be available like in 1:1 calls.
(singing) "I wish us a merry resolution, I wish us a merry resolution and not in 5 months"
I have the same problems with our call queue
Rob Pidgley commented
With the best will in the world, customers will sometimes choose the wrong option and be connected to the wrong department.
This would greatly help our staff transferring from one dept to another (rather than trying to find an individual within that dept...or by manually entering the number associated with the call queue...let the call queues do the work...thats what they're there for..
Strange that such an important feature is missing? Please fix this asap!
Consult then transfer is available as an option for us and we can add a Call Queue to the call. A staff member from the Call Queue will answer the call and you can chat as normal. When you are ready to transfer the call and press the transfer button, you immediately receive an error that the transfer failed. You are still able to get back on the original call.
I've had similar problems (PSTN caller in, consult and transfer to external callers leaves the PSTN callers with no media but both ends still connected), but noticed two call windows, the new call had gone on top of the old one, where the transfer button appears. Have you tried to move the window to get to the old call behind where the transfer button exists?
Please include the transfer button within the consult screen when consulting by call as this is very useful and convenient for our customers
Functionality exists (& works) prior to New Meeting Experience.
Workaround: Have to turn the New Meeting Experience off for all affected users -
They just forgot to put the Transfer button on the new UI......
Thorsten Stiebig commented
A Must-Have Feature!!
This needs to be fixed ASAP. It makes the New Meeting Experience unusable for call handling teams.
Michel LAPLANE commented
The new experience is confusing with these popup as Bishop said
I am experiencing the same problem, PLEASE FIX!
We just started noticing this when our receptionists are on the New Meeting Experience. When they do a Consult and Transfer and then do the Audio option instead of Chat then another window pops up and the transfer button is missing.