Pbx Functionality

[invoso.com]

How to achieve PBX functionality like:

caller connected to Agent, but agent have to follow caller to another Agent, so Agent 1 should to hold caller, make call to Agent 2 and after short conversation (confirmation) ..

 

Questions how to:

1. Agent 1 can to hold Caller (play MoH)

2. make call to Agent 2 (conversation Agent 1 and Agent 2)

3. transfer Caller to Agent 2

 

Is this possible on JCT D/600?

[SupportTeam]

This would best be done using the functionality of the PBX system that the agents are using.

 

If agent's PBX system does not support call transfers then agent can press a key to have their leg of call disconnected (IVR script would need to then play some on-hold music to caller) and agent can then call another agent directly. The second agent would afterwards need to call into the IVR system and have IVR connect new agent with the call that is on hold.

 

2nd agent would need to somehow identify which of the on-hold calls to reconnect with. Probably using the agent ID or extension number of original agent would be simplest for that purpose.

[invoso.com]

Is possible to defined treat to connect to?

 

For example Agent 1 disconnect caller and scenario forwarding caller to Play module.

Agent 2 following to transfer module, call to Agent 2.

 

option 1:

After Agents call termination Agent 1 is connecting to Caller (using known Caller and Agent 1 channel number).

 

option 2:

After Agents call termination Agent 2 is connecting to Caller (using known Caller and Agent 2 channel number).

 

Other version:

How to connect two independent incoming calls using VBS (vg.BRIDGE or other functionality known channel (port) number)?

[SupportTeam]

By default the 2nd leg of connected "Dial and Conference" call is not running a script. So if call to 'Agent 1" is made using the transfer call module then no script is ran on the port that connects to agent 1. That port is just a second leg of call, controlled by script that is ran on original callers port.

 

What you are asking is for the port that connects to 'agent 1' to be running a script. This is possible, but the outgoing call to agent 1 must be made by loading a new outgoing call into the dialer - and then upon outgoing call being answered the script that runs on call answer should bridge itself with original caller (original caller line/port details need to be passed to outgoing calls as RVs).

 

Within the script that is ran on call to agent 1 you can then do the types of actions you mention - initiate another outgoing call to another agent etc.

 

Bridge_Connect would be used to connect the two calls together:

http://www.voiceguide.com/vghelp/source/html/com_bridge_connect.htm