Author Topic: Single Step Transfer (Nortel M1) (Read 5172 times)

Ralph · « **on:** January 01, 1970, 12:00:00 AM »

We are currently programming a softphone (making use of TLib).
It seems as if the M1 from Nortel does not support Single Step Transfer. Any experience with it?

Scenario:
Customer Calls Agent A.
Agent A finds out that customer needs to call another (external) target. He wants to forward Customer to target B.

WORKING:
Agent A initiates Transfer to target B. Target B answers. They talk. Agent A completes transfer. Customer is now connected to target B. This is a TWOSTEPTransfer.

OBJECTIVE:
We want a SINGLESTEPTransfer: Agent A presses a button and becomes immediatley available for new calls. Customer gets connected to target B. If target B does nor answer asap or has a local queue, we don't care. Customer waits until connection with B is made.

Any idea?
Does the M1 support this?

Vic · « **Reply #1 on:** January 01, 1970, 12:00:00 AM »

Up until not so long ago, I was under the impression that MLink did not support flash transfer...

Dennis · « **Reply #2 on:** January 01, 1970, 12:00:00 AM »

You said you're going to use a softphone... In that case you can have a button that will send a RequestMuteTranfer to the TServer. This will free your agent for a next call. A Mute transfert is also known as a Single step transfert.

However Genesys doc said that you must have the following option :
mutexfermethod = 2step define in the TServer option.

Doing so...
the agent will see the transfert as a single step transfert but the actual request will be carried out by TServer as a two step transfert. Their will be but a few milli seconds between the first step and the second step, entirely carried out by the TServer.

Hope this help...

Dennis

Genesys CTI User Forum

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Author Topic: Single Step Transfer (Nortel M1) (Read 5172 times)

Ralph

Single Step Transfer (Nortel M1)

Vic

Single Step Transfer (Nortel M1)

Dennis

Single Step Transfer (Nortel M1)