Good Afternoon,
I recently had a CSR have an issue where after conferencing in an employee and dropping the call on their end, any time they attempt to start a new conference, it brings in that original conference call. i.e. the two people they just left in that conference room or now joined to their new conference with the new customer.
Am I missing something big on how conferencing works, is their only 1 conference room for the whole PBX or is it 1 conference room per user and because that conference was still ongoing, when she initiated another it brought everyone into the same conference room?
Why is this happening? Here is how she explained it:
Call came in on the main line. I used the Conference button to bring Agent A on the line, and it was successful.
Then I clicked the ATT Transfer button to transfer the call to the Operations line, because I wanted to confirm how the button worked as well as test the Operations line – it rang through to Agent B on a separate line, and I was able to speak with them without the customer and Agent A on the original line. Then I hit the Join button – I was automatically disconnected and went back to Available, but Agent A was still connected, where Agent B and the customer had been united on the same call and were talking. Agent A hit the button on their headset to hang up, which should have left both of us fully disconnected from the original call.
Then a new call rang into me. I greeted the customer and then used the Conference button to bring Agent A on the line successfully. Except now I had both the new customer, the previous customer, myself, and Agent A on the line – we also had Agent B still connected too, but they had put the previous customer on hold. The new customer said they would call back and disconnected from the call. As I was trying to figure out how the original customer had gotten back on my live line, Agent B came back from hold and rejoined the call – they also did not know how or why the call had come back to me.
I recently had a CSR have an issue where after conferencing in an employee and dropping the call on their end, any time they attempt to start a new conference, it brings in that original conference call. i.e. the two people they just left in that conference room or now joined to their new conference with the new customer.
Am I missing something big on how conferencing works, is their only 1 conference room for the whole PBX or is it 1 conference room per user and because that conference was still ongoing, when she initiated another it brought everyone into the same conference room?
Why is this happening? Here is how she explained it:
Call came in on the main line. I used the Conference button to bring Agent A on the line, and it was successful.
Then I clicked the ATT Transfer button to transfer the call to the Operations line, because I wanted to confirm how the button worked as well as test the Operations line – it rang through to Agent B on a separate line, and I was able to speak with them without the customer and Agent A on the original line. Then I hit the Join button – I was automatically disconnected and went back to Available, but Agent A was still connected, where Agent B and the customer had been united on the same call and were talking. Agent A hit the button on their headset to hang up, which should have left both of us fully disconnected from the original call.
Then a new call rang into me. I greeted the customer and then used the Conference button to bring Agent A on the line successfully. Except now I had both the new customer, the previous customer, myself, and Agent A on the line – we also had Agent B still connected too, but they had put the previous customer on hold. The new customer said they would call back and disconnected from the call. As I was trying to figure out how the original customer had gotten back on my live line, Agent B came back from hold and rejoined the call – they also did not know how or why the call had come back to me.
