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.
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.