Is there a better way to perform the following call tranfer process?
General agent receives a call that requires escalation to the 2nd level queue. Agent wants to warm transfer to the 2nd level queue and uses No Hold conference. The following three things that occur at this point:
- 2nd level agent is available and warm transfer is completed.
- 2nd level queue is closed and agent warm transfers caller to 2nd level voicemail box.
- Queue is open but no agents available...NHC key flashes and caller and agent do not hear queue treatment. This is an issue to call center management where they want the caller to hear that things are happening. Basically they want the 1st level agent and caller to be put into the 2nd level queue together to wait. With the option for the 1st level agent to drop off after a 1 minute time period leaving the caller to continue to hold for the 2nd level agent.
Can you conference to a queue and hear the music together?