I've read a bunch of posts now about the inability of the Nortel BCM system to transfer calls to skillsets once the call has reached an internal extension/set, but I just can't believe this is accurate.
Here is the scenario as it currently exists:
- Callers can call our main support line at DID 3525 and be placed in queue via Skillset 1. This works great.
- Skillset 1 is accessed by assigning Line 266 to have a Received Number setting of 3525 (to check the DID) and then adding Skillset 1 to the configuration for Line 266 in CallPilot.
- There is no actual phone connected or line assignment currently attached to DN 3525
Here is the problem:
- If a caller calls into the wrong line (say, they call their sales person by accident), the sales people try to transfer to DN 3525, which doesn't connect to the skillset.
- DN 3525 actually just rings infinitely
- DN 3525 ignores all settings for forwarding / forward when busy / forward no answer (at least as far as I can tell)
Where is this calling going? And more importantly, how can I enable the sales people to transfer a call into Skillset 1 directly (rather then have the customer hangup and call back)? I would settle for routing the caller back to our main auto-attendant but I can't seem to figure that out, either. It seems like once the caller is connected to an extension in our system, there's no way to "go back" to Call Pilot. Feature 70 (transfer) followed by the extension simply transfers the person straight into the destination's voicemail, so that's no good, either.
Any help would be greatly appreciated.