<div dir="ltr">You might be seeing some issues with codec lock due to recording but I wouldn't expect the initial greeting to work in that case either, You could try disabling recording for a test agent and see if they are then able to complete the transfer successfully.</div>
<div class="gmail_extra"><br><br><div class="gmail_quote">On Mon, Jun 16, 2014 at 2:32 PM, Grace Maximuangu <span dir="ltr"><<a href="mailto:Grace.Maximuangu@blackbox.com" target="_blank">Grace.Maximuangu@blackbox.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div lang="EN-US" link="blue" vlink="purple"><div><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d">Hi Brian,<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d">Yes, customers are able to call the public DID directly and get routed to an agent with no issues, problem is specific to calls being transferred directly into the queue by an agent, on the trigger DN for the queue. <u></u><u></u></span></p>
<div class=""><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d"><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:black">:-:gm<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:black"><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:black">Grace Maximuangu<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:black">Voice Solutions Engineer<u></u><u></u></span></p><p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:black">Black Box Network Services<u></u><u></u></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:black">Cell: <a href="tel:213.268.6342" value="+12132686342" target="_blank">213.268.6342</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:black"><a href="mailto:grace.maximuangu@blackbox.com" target="_blank">grace.maximuangu@blackbox.com</a><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:black"><a href="http://www.blackbox.com/" target="_blank">www.blackbox.com</a> <u></u><u></u></span></p><p class="MsoNormal">
<span style="font-size:10.0pt;font-family:"Calibri","sans-serif";color:#17365d"><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d"><img border="0" width="236" height="48" src="cid:image003.jpg@01CF8956.B97D67B0" alt="bbox logo.JPG"><u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1f497d"><u></u> <u></u></span></p></div><p class="MsoNormal"><b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif"">From:</span></b><span style="font-size:11.0pt;font-family:"Calibri","sans-serif""> <a href="mailto:bmeade90@gmail.com" target="_blank">bmeade90@gmail.com</a> [mailto:<a href="mailto:bmeade90@gmail.com" target="_blank">bmeade90@gmail.com</a>] <b>On Behalf Of </b>Brian Meade<br>
<b>Sent:</b> Monday, June 16, 2014 11:29 AM<br><b>To:</b> Grace Maximuangu<br><b>Cc:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> Re: [cisco-voip] UCCX 10.0 Calls Dropping while being transferred to another Queue by Agent<u></u><u></u></span></p>
<div><div class="h5"><p class="MsoNormal"><u></u> <u></u></p><div><p class="MsoNormal">Can they call the same number directly and get through successfully to another agent?<u></u><u></u></p></div><div><p class="MsoNormal" style="margin-bottom:12.0pt">
<u></u> <u></u></p><div><p class="MsoNormal">On Mon, Jun 16, 2014 at 2:21 PM, Grace Maximuangu <<a href="mailto:Grace.Maximuangu@blackbox.com" target="_blank">Grace.Maximuangu@blackbox.com</a>> wrote:<u></u><u></u></p>
<blockquote style="border:none;border-left:solid #cccccc 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in"><div><div><p class="MsoNormal">Description:<u></u><u></u></p><p class="MsoNormal">The agents receive a lot of calls that are not meant for their queue so they have to transfer to another queue.<u></u><u></u></p>
<p class="MsoNormal">Ones the agent initiate the transfer, after they hear a welcome greeting, then the system plays a fail message “we are currently experiencing technical difficulties”<u></u><u></u></p><p class="MsoNormal">
And then the call is aborted.<u></u><u></u></p><p class="MsoNormal">Anyone experienced this issue before please let me know how you resolved it?<u></u><u></u></p><p class="MsoNormal"><span style="font-size:10.0pt;color:black">:-:gm</span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-size:10.0pt;color:black">Grace Maximuangu</span><u></u><u></u></p><p class="MsoNormal"><span style="font-size:10.0pt;color:black">Voice Solutions Engineer</span><u></u><u></u></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;color:black">Black Box Network Services</span></b><u></u><u></u></p><p class="MsoNormal"><span style="font-size:10.0pt;color:black">Cell: <a href="tel:213.268.6342" target="_blank">213.268.6342</a></span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:black"><a href="mailto:grace.maximuangu@blackbox.com" target="_blank">grace.maximuangu@blackbox.com</a></span><u></u><u></u></p><p class="MsoNormal"><span style="font-size:10.0pt;color:black"><a href="http://www.blackbox.com/" target="_blank">www.blackbox.com</a> </span><u></u><u></u></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#17365d"> </span><u></u><u></u></p><p class="MsoNormal"><span style="color:#1f497d"><img border="0" width="236" height="48" src="cid:image002.jpg@01CF8956.B977E970" alt="bbox logo.JPG"></span><u></u><u></u></p>
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