Ad hoc conference call cross-over issue

[chris.f]

Hi all

The team have just started the need to create ad hoc on the spot conference calls. So essentially, an agent takes a call from someone, then calls someone else, then merges them together to make a conference call.

The issue we have been experiencing, is that when a second agent does this, and the initial ad hoc conference is still going, the second ad hoc conference call is actually barging in on the original call.

It's like there is only ever one ad hoc conference room available at a time, and if you try to do more than one call at a time they all get thrown in together - which is totally not ok!

Has anyone else experienced this? Is it a bug, or a setting I need to fix??

Thanks!
Chris

 

[JohnS_3CX]

Hi Chris,

You will have to break it down it much more detail than you have described. And by detail, I mean step by step how the call flow happens, exactly what the agent presses, and again from the start for the second agent.

There is a possibility here that both agents have used the same conference room and I want to know exactly what they did.

 

[chris.f]

Hi Chris,

You will have to break it down it much more detail than you have described. And by detail, I mean step by step how the call flow happens, exactly what the agent presses, and again from the start for the second agent.

There is a possibility here that both agents have used the same conference room and I want to know exactly what they did.

Ok sure, I'll step it out:

All using the web client btw.

Agent receives an incoming call from a queue. After speaking briefly with that person, they press conference, and call an external number. Once they have the external call connected, they press merge to bring the two callers together. Shortly after they hang up the call, leaving the two external parties connected to each other to continue the conversation.

Soon after, that same agent takes another incoming from the queue. Again, they press conference and call an external number. Once connected, they press merge to bring the callers together. Upon doing this they discover they have been all connected with the first conference call and can hear those people and converse with them.

We *think* so far that this is only occurring for the same agent. We are not aware of instances where a second agent creates a conference call and is joined to the first agents conference call. It seems to be the calls are cross-connected when it's the same agent who initiates them.

Thanks for the help!

 

[JohnS_3CX]

Ah I see what you mean. This is due to the fact that the agent (or specific extension to be exact) has their own conference room. When it is in use, and you try to add more callers, they will indeed end up in the same conference.

Now normally this is not a problem since if I am in need of a conference, it is implied that I will be part of it and remain busy until the conference is over (hence freeing up the room).

In your case, what you want is to connect 2 people to talk together (an attended transfer if you will).
From what I understand, you ALSO want the agent to stay with both callers for a short while before leaving the call (to introduce them perhaps to each other). Is this correct?

 

[chris.f]

Ah I see what you mean. This is due to the fact that the agent (or specific extension to be exact) has their own conference room. When it is in use, and you try to add more callers, they will indeed end up in the same conference.

Now normally this is not a problem since if I am in need of a conference, it is implied that I will be part of it and remain busy until the conference is over (hence freeing up the room).

In your case, what you want is to connect 2 people to talk together (an attended transfer if you will).
From what I understand, you ALSO want the agent to stay with both callers for a short while before leaving the call (to introduce them perhaps to each other). Is this correct?

Yep spot on that is correct.

Is there any way we can get around this limitation? Using scheduled conference calls doesn't work for the business workflow - we need to be able to initiate and connect the two people together ad hoc as they call in.

Any ideas/help appreciated!