On cor setting there is a field named “ Direct Agent Calling? “ . Actually it is set to "y" on both cor 10 & 11.
It is somehow misleading and it might seems that when it is set to yes it should allow transfers while it needs to be set to no. This field is part of the setting for a feature called DAC.
When it is set to yes, If agents wants to transfer a call to another agent which is in aux-work, he/she needs to call the agent station extension and not the agent ID.
If agent dials the agent Id, aux-work button flashes and call is queued. In your configuration, it goes to the hunt group and then hits announcement/VM.
From the attached document, pag.175:
About DAC
Direct Agent Calling (DAC) is an EAS feature that lets a caller:
• Contact a specific agent instead of a skill hunt group
• Queue for the agent if the agent is on a call
• Use Agent LoginID for callbacks and transfers
• Hear system wide direct agent delay announcement while holding
• Follow the agent's coverage path, if the call is not answered immediately
DAC allows a call to a specific ACD agent to be treated as an ACD call. Zip-tone answer, ACW,and other ACD features can be used with direct agent calls.
If an agent is logged in but is not available, the call queues for that agent. >>> this is the case customer had faced !
If the agent is not logged in, the call follows the agent’s coverage path.
From the attached document, pag.154
How DAC works
DAC works as described below:
• Callers can dial the agent's login ID as part of a DID or from auto attendant as an extension number.
• Direct agent calls have a special ringing sound, regardless of the agent's work state, and the current work mode button on the agent's telephone flashes.
• If the agent is on a call, he or she can use multiple call handling to decide whether to put the call on hold in order to take the direct agent call.
• If the agent is available, the call is delivered according to the answering and alerting options.
• If the agent is not available, or if multiple call handling is not used, call coverage or RONA routes the call to backup.
• While on direct agent calls, agents are unavailable for subsequent ACD calls. If the agent logs off by unplugging the headset, he or she can still answer a direct agent call in the
queue by logging back in and becoming available. Agents who have direct agent calls waiting are not allowed to log off using a FAC.
If the agent is in Manual In mode or pushes the After Call Work (ACW) button while on a direct-agent call, the agent goes to ACW mode.
Generally, direct agent calls are queued and served in first-in, first-out order before other calls, including priority calls. However, if you administer skill level for the Call Handling Preference,
direct agent calls must be assigned the highest priority for them to be delivered before other ACD calls. Otherwise, calls with a higher skill level are distributed before direct-agent calls.
Note that you can use Multiple Call Handling (MCH) to allow agents to answer a DAC with another ACD call active.
Direct agent calls follow the receiving agent’s coverage and call forwarding paths, if these features are administered. Once a call goes to coverage or is forwarded, the call is no longer
treated as a direct-agent call, and CMS is informed that the call has been forwarded.