Forum Discussion
Consult then transfer to call queue is not working
I have just been on with a support rep, and I think they found an answer....
you have to assign a DDI to the call queue, then you should be able to transfer a call to it.
there is allegedly documentation around this which I am waiting for, and also a site where I can request a feature from Microsoft - one can hope 🙂
this does seem odd where a purely sip based PBX in the cloud requires DDI to be assigned.
Hope this helps
I have had to do some creative work where I assigned the DDI but diverted the DDI on the sip trunk to the main number - I don't want to be woken in the night with a caller asking about their hospital appointment just because the put the wrong DDI on their paperwork....
We are experiencing the same issue, as in when accepting a call from a "Call Queue" you can select to consult with a colleague, but don't have the Transfer option to transfer the original call to the "consultant". However, have discovered a workaround (if this helps). just ask the consultant to hang up then you are free and able to transfer the original call to them. Bit of a faff, but better than nothing.
Just to confirm all is fine is one is called direct (not via a call queue), then one has the option to consult with a transfer button
we have to accept this issue . Microsoft knows this issue and they will Not fix it Right now. That is the official feedback from Microsoft.
Sad but true.
Yes indeed sad but true!
Going to test call merge and hope the end users are helped with that feature..
We are now using the merge option then to pass a call to a queue to a end user, works fine, and the person who picked up the call queue just leaves. This leaves the caller chatting with the transferred user.
But (there is always a but) the transferred user does not have an option to transfer the call on again.
Enabling Conference mode on all call queues resolved the issue for us!
Did anyone get any further feedback on this from MS ? Is there something logged on uservoice ?
