227 - Workplace direct transfer to vector step | Voters

227 - Workplace direct transfer to vector step

closed

Danny Wright

direct transfer to Vector step. In One-X Agent, you can type in the VDN number, then a comma and the step in the vector associated and it will send the caller directly to that step in the vector

February 8, 2023

IAUG

marked this post as

closed

The IAUG volunteer team discussed this request at length amongst themselves, then further with Avaya. We recognize that the submitter had agents using direct vector transfers as shortcuts on H.323 One-X Agent clients. Avaya told us that to provide this with SIP clients would be a significant programming lift, as signaling changes would be necessary. Their resources are pointed in other directions currently. None of us were aware that customers were doing this, and though we see how it could be useful, we felt that setting up separate VDN’s for the relevent transferred departments would be a cleaner design for contact centers. So for now, there are no plans to bring back this “hidden” feature, if you will. Thanks for taking the time to submit it, and good luck moving forward!

Sam Osheroff

My suggestion is to work you menu/queuing differently. The way we (UW) and other call centers I've worked out do it is to put the menu in one VDN/vector and have the menu options route-to other VDN/vectors. Those secondary VDNs should be non-DIDs, unless you expect outside callers to reach them directly.

Chip Powell

Submitted to Avaya 7/28/23

Danny Wright

business case for this is being able to transfer a caller past the main menu of a vector rather than having them listen to menu options when you know where the caller should go. There is no warm transfer option in Workplace either, so the work around is to conference in the VDN you call to get the menu options, without merging in the user until you select the option the caller needs, then merge and disconnect from the call so the user is in the right place.