Open Forum

Feature Request added to include Warm Transfer to Queue Option

Feature Request added to include Warm Transfer to Queue Option

A) Dump - it is a queue for a reason the agent should not wait.

B) Transferring to contact center queues for contact center agents should always be through the contact center queues. If an agent needs to transfer to an individual then the directory is appropriate for Non- Contact Center agents. Transferring outside of contact center circumvents the point of a contact center. If an agent is not in the queue but is accepting calls "working offline" they can take these calls and should show up in the list to transfer to. 

Agree with Jonathan on creating the forwarding queue. This prevents the user from going directly to the intended queue without any treatment such as scheduling options to dial a different department or call back offers.  Example If you send a call directly to queue it could be after that department hours=stuck in queue.

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. 

Does that result in an additional outbound and inbound call for you?

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. 

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!

------------------------------
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?

------------------------------
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. 

------------------------------
Lee Heppenstall

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. 

------------------------------
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!

------------------------------
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?

------------------------------
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. 

------------------------------
Lee Heppenstall

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).

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. 

------------------------------
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!

------------------------------
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?

------------------------------
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. 

------------------------------
Lee Heppenstall

Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?

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).

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. 

------------------------------
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!

------------------------------
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?

------------------------------
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. 

------------------------------
Lee Heppenstall

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.

Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?

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).

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. 

------------------------------
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!

------------------------------
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?

------------------------------
Ben Fischer

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.

Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?

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).

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. 

------------------------------
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!

------------------------------
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?

------------------------------
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. 

------------------------------
Lee Heppenstall

Any idea when this can be implemented? We are honest sick and oh so tired of having to calculate call durations and internal numbers in order to track a caller being transferred between departments.

The warm transfer to queue would replace the Company Directory and link calls. This is really important for auditing and compliance. 

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.

Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?

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).

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. 

------------------------------
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!

------------------------------
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?

------------------------------
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. 

------------------------------
Lee Heppenstall

There is so much work to be done in this area, some changes were made earlier in the year but they completely missed the mark in my opinion.

I just don't think the fundamental need for a controlled and subsequently, consistent design is understood.

There should be no chance of agents doing it wrong, this is completely in 8x8's power to fix.

Any idea when this can be implemented? We are honest sick and oh so tired of having to calculate call durations and internal numbers in order to track a caller being transferred between departments.

The warm transfer to queue would replace the Company Directory and link calls. This is really important for auditing and compliance. 

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.

Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?

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).

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. 

------------------------------
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!

------------------------------
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?

------------------------------
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. 

------------------------------
Lee Heppenstall

So true. Auditing is a nightmare.

There is so much work to be done in this area, some changes were made earlier in the year but they completely missed the mark in my opinion.

I just don't think the fundamental need for a controlled and subsequently, consistent design is understood.

There should be no chance of agents doing it wrong, this is completely in 8x8's power to fix.

Any idea when this can be implemented? We are honest sick and oh so tired of having to calculate call durations and internal numbers in order to track a caller being transferred between departments.

The warm transfer to queue would replace the Company Directory and link calls. This is really important for auditing and compliance. 

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.

Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?

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).

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. 

------------------------------
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!

------------------------------
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?

------------------------------
Ben Fischer

So true. Auditing is a nightmare.

There is so much work to be done in this area, some changes were made earlier in the year but they completely missed the mark in my opinion.

I just don't think the fundamental need for a controlled and subsequently, consistent design is understood.

There should be no chance of agents doing it wrong, this is completely in 8x8's power to fix.

Any idea when this can be implemented? We are honest sick and oh so tired of having to calculate call durations and internal numbers in order to track a caller being transferred between departments.

The warm transfer to queue would replace the Company Directory and link calls. This is really important for auditing and compliance. 

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.

Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?

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).

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

So true. Auditing is a nightmare.

There is so much work to be done in this area, some changes were made earlier in the year but they completely missed the mark in my opinion.

I just don't think the fundamental need for a controlled and subsequently, consistent design is understood.

There should be no chance of agents doing it wrong, this is completely in 8x8's power to fix.

Any idea when this can be implemented? We are honest sick and oh so tired of having to calculate call durations and internal numbers in order to track a caller being transferred between departments.

The warm transfer to queue would replace the Company Directory and link calls. This is really important for auditing and compliance. 

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.

Is your "Transfer Queue" a dummy Queue with a "Forward to..." Number set of the channel and script used to handle transferred calls?

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).

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