Original Message:
Sent: 9/21/2023 9:07:00 AM
From: Lee Heppenstall
Subject: RE: Warm Transfers to Queues?
Ours are simple Auto Attendants with a forward to a vcc channel & Script, that then queue to the relevant agent queues. We don't have any dummy queues.
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Lee Heppenstall
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Original Message:
Sent: 09-21-2023 05:56
From: Jonathan Lynn
Subject: Warm Transfers to Queues?
Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?
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Jonathan Lynn
Original Message:
Sent: 09-21-2023 05:47
From: Lee Heppenstall
Subject: Warm Transfers to Queues?
Interested to see what they say Ben. Just out of curiosity I have just made three test calls and transferred each differently (one to Auto Att, one to the Queue and one direct to the agent). Based on the below results in terms of analytics transferring direct to the queue would make the most sense in my opinion but each scenario has issues and reporting is tricky to explain.
Call 1 - 11:15.
Call from Mobile to channel DDI, Queued to 8x8 Test Queue, answered by Agent 1.
Call transferred to Int Xfer 8x8 auto attendant (goes to script, then 8x8 test queue).
Call answered by Agent2.
Both agents show as receiving 1 call.
Agent 1 shows as making an outbound call.
Agent 1 shows as transferred 1 call.
Agent 2 does not show as receiving a transferred call.
Call 2 - 11:30.
Call from Mobile to channel DDI, Queued to 8x8 Test Queue, answered by Agent1.
Call transferred direct to 8x8 test queue.
Call answered by Agent2.
Both agents show as receiving 1 call.
Agent 1 does not show as making an outbound call.
Agent 1 shows as transferred 1 call.
Agent 2 does not show as receiving a transferred call.
Call 2 - 11:45.
Call from Mobile to channel DDI, Queue to 8x8 Test Queue, answered by Agent1
Call transferred directly to Agent2.
Call answered by Agent2.
Both agents show as receiving 1 call.
Agent 1 shows as a initiating a transfer.
Agent 2 shows as receiving a transfer.
Agent 1 shows as making an internal call.
Agent 2 shows as receiving an internal call.
Queue Report shows 5 inbound calls (from 3 separate phone calls).
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Lee Heppenstall
Original Message:
Sent: 09-20-2023 14:55
From: Ben Fischer
Subject: Warm Transfers to Queues?
I have raised the inbound/outbound shenanigans with 8x8 and they're looking into solutions for me, with the aim to transfer to a queue with a script without adding duplicate call records.
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Ben Fischer
Original Message:
Sent: 09-20-2023 07:39
From: Lee Heppenstall
Subject: Warm Transfers to Queues?
Unfortunately I believe so. Each Agent will show an inbound call presented to them in the call summary. The agent initiating the transfer will show an outbound call as well. The queue summary report will also show multiple calls offered/accepted etc.
As 8x8 VCC and Work are still essentially two different systems the outbound call element is unavoidable as using Auto Attendants it goes out, to come back in.
We don't normally transfer direct to queues for the obvious reasons but I will test that tomorrow and see what the reporting shows but as the queue is in VCC then wouldn't expect it to show as an Outbound call.
For someone from a legacy PBX and it's native reporting to go to 8x8's reporting I do find it quite tricky to circumnavigate. Not sure If that's just me!
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Lee Heppenstall
Original Message:
Sent: 09-19-2023 23:04
From: Ben Fischer
Subject: Warm Transfers to Queues?
Does that result in an additional outbound and inbound call for you?
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Ben Fischer
Original Message:
Sent: 09-19-2023 22:54
From: Lee Heppenstall
Subject: Warm Transfers to Queues?
We have created separate "internal xfer" channels and scripts that are in the directory which agents transfer calls into rather than direct to the queues. Seems to work ok, bit of extra admin though.
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Lee Heppenstall
Original Message:
Sent: 09-10-2023 18:13
From: Ben Fischer
Subject: Warm Transfers to Queues?
Reviewing reports from 8x8 has revealed an issue in our company's Call Transfer process.
Up until now, Agents have been using the Company Directory to both Cold and Warm Transfer calls. This process results in the transfer being tagged as an Outbound Call, making call tracing painful (as transfers are linked against our internal number and not the customer) and incorrect reports (repeat caller report is flooded with internal numbers)
From what I can see, the correct method is to use the Transfer (https://docs.8x8.com/8x8WebHelp/VCC/agent-guide-general/Content/transfer-phone-interactions.htm with incorrect images) however this only has a Warm Transfer button for Agent Transfers.
When attempting to transfer to a Queue, only Transfer (blind) exists as an option. A messy round about option is to Transfer > Agent > Search for the group > Choose the Agent with the longest available time > Warm transfer > leave but the Transferring agent may choose their buddy instead of the longest waiting. Stats and all.
a) Do you warm transfer calls to queues at your company or just dump? What method do you use?
b) Do you use the company directory to transfer calls? Do they appear as Outbound or Internal calls? (A recent calls report will show all queues if it was internal or queue and outbound if Outbound) If they are internal is there a setting somewhere?
Thanks!
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Ben Fischer
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