Hello all:
First, thank you to anyone who takes the time to help me out. I am a volunteer at a Not-for-profit in the US in Rochester NY serving an at risk community. We are using the IVM to tend to calls after hours to reduce (or eliminate) the need for a human answering service.
We have purchased the software (version 3.07) in November of 2006 and have been phasing in its use. We only use the sytem when the office is closed. We have all our OGM's set up including a prompt to "Press 1" if this is an emergency need and you will be connected to a person that can help. We set up a blind transfer and that would send the call to our human operator answering service and they would screen the emergency and implement the needed actions.
We have now assembled a group of volunteers to screen these calls and wish to transfer the caller to the volunteers cell phone. So far so good, blind transfer works fine. The problem is that we need a "backup" in case the volunteer called doesn't pick up the call (let's say in 15 seconds) then we want to transfer to another volunteer and another, etc. I'm sure you understand.
The blind transfer obviously won't work here because the IVM hands off the call not knowing if answered or accepted and loses control.
I have tried every combination of settings under confirmed transfer and answer detect rather than blind transfer. I think I am missing something basic. I can't get either of them to work (now). At one point I got the settings so the call would transfer and ask the transfer receiptent to accept or not and then it would go to the next number. Now I have lost that ability as well. That wouldn't work well for us as a backup because what I really want is if first number doesn't answer the call in 10-15 seconds, the transfer to the second and if then fail transfer to the third, etc. The call confirmation part now plays the auto message about "This is a call from the IVM..." to the incoming caller (who knows how I made that happen )
I have clicked on the answer detect setting and set it for the software to do the detection but no combination seems to work. We are using a Dialogic D/21H telephony card. I assume because the blind transfer works fine that it isn't a TAPI issue or a hardware failure. However, is it possible that the hardware needs some setting change to allow "software" to control? Or is there some other "general" seeting that I am missing.
Thank you for helping and I am sorry I was so long winded but I wanted you to have as much information as possible.
Best regards,
Barry Howard
BHoward48@aol.com