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  • Outside calls joined

    We've got an interesting problem that's got me scratching my head. It seems that if our operator transfers a call to an extension while that extension is receiving another call, the parties (callers) are joined.

    I was able to reproduce this by calling my direct line from my cell phone. Our operator used her cell phone to call into our main number and transferred that call to my extension at the same time. The result was me talking directly to our operator (both on our cell phones).

    Any ideas on what might cause this automatic joining of calls?

  • #2
    Originally posted by isbrower View Post
    We've got an interesting problem that's got me scratching my head. It seems that if our operator transfers a call to an extension while that extension is receiving another call, the parties (callers) are joined.

    I was able to reproduce this by calling my direct line from my cell phone. Our operator used her cell phone to call into our main number and transferred that call to my extension at the same time. The result was me talking directly to our operator (both on our cell phones).

    Any ideas on what might cause this automatic joining of calls?
    What version of ShoreTel are you on?

    This was an old bug

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    • #3
      Build 13.23.6966.0 on the server. Clients are at 13.10.7702.0.

      Comment


      • #4
        Originally posted by isbrower View Post
        Build 13.23.6966.0 on the server. Clients are at 13.10.7702.0.
        Upgrade the clients

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        • #5
          Thanks for the feedback. I'll give it a go.

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          • #6
            I've upgraded my client to 13.23.6966.0. I'm still experiencing the same issue.

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            • #7
              In large part this looks like a procedural issue. When our operator transfers a call, she is double-clicking on the target extension from the Operator client. She the selects "Transfer" from the menu. If that extension has another call ringing on it, by double-clicking she is actually answering the call. When she tries to transfer the first call she's actually transferring it to the call she's just picked up.

              What still bothers me is that when double-clicking on an extension from the operator client, there's options for both "transfer" and "conference". She's clicking "transfer" and it's behaving a little more like "conference".

              The solution is for her to drag and drop phone calls to a particular extension or to right-click the incoming call, select "transfer", and type in a name or extension. Drag and drop is quicker, but there's always the chance of dropping a call on the wrong user extension. Of course now she knows that if she does that, she can always double-click that extension to answer the call and transfer it to the correct extension.

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              • #8
                The solution is for her to drag and drop phone calls to a particular extension or to right-click the incoming call, select "transfer", and type in a name or extension.
                That is not the solution, that is the way it is supposed to work

                Your correct it is a procedural issue and some more training / understanding is due.

                The hardest clients to teach are the older phone system users whom after centuries of doing it one way cannot use PCM, so they go back to the telephone only to find out they use a 110 because they are cheap :stuart:

                Then they complain the phone is a POS

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                • #9
                  What an odd way your Operators are transferring calls. Why not just click the "transfer" button to the right of the call (if ST 8.x) which pops up the transfer screen, then type in the name, down arrow once and hit enter. Honestly, you can't get any faster than that. I had to teach our operators to stop using the mouse and use the down arrow. The mouse (dragging as your operators are doing, or even moving the mouse icon to a name) is so slow compared to a quick hit of the down arrow to highlight the name window.

                  The other nice thing about doing it this way is that the operator can hit the transfer button as soon as they answer the call. The window opens as they are saying "good morning [xyz company] this is..." Then, as soon as they even hear the start of someone's name, they can start typing it into the window to filter the list, and by the time the caller is done saying the name, the operator already has the name entered and highlighted, and is usually just waiting for them to stop talking before hitting enter (to be polite to them ;-)

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                  • #10
                    I agree with Rob. On one of our customs, the user would reach for the mouse after every task despite pains to make sure the entire app was keyboard-accessible. I just unplugged the mouse while training.

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