Overview

You have service users reporting that they are being disconnected when being transferred to a given queue.

You would like to troubleshoot issues with such call transfers.

Solution

Before opening a ticket with our Support Team please verify first the Call Records and Call Action Records of the calls reported to have issues. This can be done following the steps below:

1. Go to Reporting > Reports > Call Records.
2. Search for the affected records (by Call-ID, or other properties of the call available in this list)
3. Click on the Name (aka Call-ID) of the given call. The details of the call will be opened in a new pop-up window.
4. Verify the Call Action Records of the call, to ensure that the call was not ended by the Customer or the Advisor.
5. Review (listen into) the Call Recording to find out why the call was ended (if necessary).

If you still suspect a technical issue, open a ticket with our Support Team including the following on the ticket:

• time of occurrence
• Call-ID
• attach the logs from the affected Advisor's workstation.

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