AACC Multimedia Complement

[mvestal]

We've just installed AACC as a multimedia complement to Call Center Elite and we're having some phones with the AAAD integration to the phones.

First, we cannot perform a supervised transfer or conference. The transfer and conference buttons complete the transfer and conference immediately. The only way we can get it to work is to put the first call on hold, place the second call, then go back to the first call and click Transfer and select the second number. That works, but that's not how Avaya explains the procedure in the AAAD guide.

Second, the mute button doesn't work and third, we frequently get an error when logging out that Elite did not respond to the logout request. The only way we've found to reliably make sure the Elite agent gets logged out is to place a call to *15...the logout feature code.

Anybody run into these hurdles before and if so, how did you overcome them?

Melissa

[ocecetka]

Hello,
did you find the solution for supervised transfer ?

[mvestal]

We opened a ticket with Avaya and the response was to use the procedure I described. I assume they will update the AAAD guide, but I don't recall if they committed to doing that or now.