BCM Conference Feature

[former_member282286]

I am testing the conference feature in BCM and then in ICWEB.  The conference feature seems to work most of the time when I conference in an external to BCM or internal user number to BCM.  However when I conference a queue number to be answered by an agent in that queue, I see a lot on anomalies.  It may be that a queue is just not support in a conference or there is issue with my configuration or how I am using the feature.  The queue anomalies are present if I am using CDT standalone or with connected CRM/ICWEB system.  Any insight to this would be appreciated. 

[Former Member · Accepted solution]

Hi David,

I hope you are well. 

Queues are not meant to participate in a conference call.

Have you instead, tried performing a warm transfer? 

I.E. the the CSR puts the initial caller on hold, waits until an agent answers the call in the queue and then transfers to that agent? 

Why is the agent just not transferring the caller to a new queue?  Is it because the CSR has to introduce the caller to the new CSR first? 

Anytime you are transferring between queues a "cold" transfer or a "warm" transfer would be preferred to a conference call with an existing queue.

I hope this helps.

Thanks,

Marcus