Rameshkumar Posted November 25, 2019 Report Share Posted November 25, 2019 Hi Everyone, is there a way we can transfer a waiting call into the agent group to any extension? Suppose there are there is one agent logged in ACD and he is on call with some one. There are three more calls waiting into agent group. Is there a way Queue Manager can transfer that waiting call to any other extension? Quote Link to comment Share on other sites More sharing options...
Vodia PBX Posted November 25, 2019 Report Share Posted November 25, 2019 The easiest is to drag and drop the call from the web portal onto an extension. I know that this was on the list for the new portal but I am not sure if that was implemented yet. Using a star code might be another possibility, but IMHO it is not very practical because nobody will be able to remember the correct (and probably very cryptic) code. Quote Link to comment Share on other sites More sharing options...
Rameshkumar Posted November 25, 2019 Author Report Share Posted November 25, 2019 One of our big client need this feature. Is there a way we can achieve this by any way? Quote Link to comment Share on other sites More sharing options...
Support Posted November 26, 2019 Report Share Posted November 26, 2019 If you're on the older user portal then you should be able to drag and drop the call as a queue manager. Quote Link to comment Share on other sites More sharing options...
Rameshkumar Posted November 26, 2019 Author Report Share Posted November 26, 2019 Which version you are talking about? Quote Link to comment Share on other sites More sharing options...
Support Posted November 26, 2019 Report Share Posted November 26, 2019 62.0 or lower. Quote Link to comment Share on other sites More sharing options...
Rameshkumar Posted November 26, 2019 Author Report Share Posted November 26, 2019 Okay I'm at version 61.0.2. How can I drag the call as queue manager? Quote Link to comment Share on other sites More sharing options...
Support Posted November 26, 2019 Report Share Posted November 26, 2019 For that the queue manager will always have to be logged in into the User portal > ACD > ACD of his choice. And from there it's just a process as shown here: https://doc.vodia.com/wac Quote Link to comment Share on other sites More sharing options...
Rameshkumar Posted November 26, 2019 Author Report Share Posted November 26, 2019 Hi I think you did not get my point. Our objective is to transfer the call while it's in agent group waiting queue but has not landed to any extension yet. Suppose there are three calls Caller A,B and C. One extension 200 is logged in as agent. Now caller A is talking to agent while Caller B and C are waiting for next available agent. Now we want if queue manager wants to transfer caller B to any extension so he should be able to transfer that caller to any extension. Quote Link to comment Share on other sites More sharing options...
Support Posted November 26, 2019 Report Share Posted November 26, 2019 OK, we should've added this with our point that, this cannot be done, if there are no agents logged onto the ACD. Other option that can be done is by using "explicitly specify pick up preference" inside the external extensions. These extensions can just press *87 and pick up the AG calls and queue manager cannot do anything about it (those extensions have to be proactive about it). OR In the AG itself you can assign the call to to go to selected extensions if the call has rang more than XX secs. Quote Link to comment Share on other sites More sharing options...
Rameshkumar Posted November 26, 2019 Author Report Share Posted November 26, 2019 We know about this "explicitly specify pick up preference" and "XX secs". Actually the environment is this, there are many agents and each group is being supervised by a manager. Now manager want he should have capability to transfer any waiting call in agent group to any extension. Actually their patient calls and manager see there is a call into the queue which is most important and can taken care ASAP so they transfer that call to any extension. Quote Link to comment Share on other sites More sharing options...
Support Posted November 26, 2019 Report Share Posted November 26, 2019 Hi, You're referring to sending the queued AG calls on-the-go to some other extensions without using any of the options that we gave, then we don't think it is possible at this moment. This looks like a feature request. Quote Link to comment Share on other sites More sharing options...
Henrikt Posted November 27, 2019 Report Share Posted November 27, 2019 Hi, have you try the Night Service on the ACD, to sent all calls to another ACD or ext? Quote Link to comment Share on other sites More sharing options...
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