MiCC for Lync - When an agent attempts to warm-transfer an ACD call to another queue, the agent will get the following message from Lync: "Cannot reach QUEUENAME. Try again later."

SCENARIO

When an agent attempts to warm-transfer an ACD call to another queue (by putting the ACD call on hold, calling the other queue, and then attempting to merge the two calls together), the agent will get the following message from Lync: "Cannot reach QUEUENAME. Try again later."

It is possible to transfer an ACD call to another queue using the "Transfer" button (a cold transfer), or to conference in another specific agent (warm transfer to an agent, rather than a queue).

CAUSE

To understand why this behavious is seen, you need to take the following into consideration:

- When a customer calls a queue, a three-way conference is established, between the caller, the queue, and the Enterprise Router service. This is necessary to allow calls to be routed to agents.

- When an ACD call is served to an agent, it become a three-way conference between the customer, the agent, and the Enterprise Router service. This is necessary in order to allow the Enterprise Router service to keep track of the agent's presence state.

- Lync does not allow two separate conference calls to be merged together.

In the scenario above, the ACD call that the agent receives is a three-way conference between the caller, the agent, and the Enterprise Router service. The call that the agent places to the other queue (the one the agent wants to warm-transfer the caller to) is a separate conference call, between the agent, the other queue, and the Enterprise Router service. Thus, you have two different conference calls, and Lync will not merge them.

ALTERNATIVE SOLUTIONS

Alternative #1: The agent can use the transfer button in Lync to transfer the ACD call to another queue.

Alternative #2: The agent can put the ACD call on hold, call another agent, merge the two calls, and then drop off the call themselves. (Because the call to the agent is directly to the agent, bypassing the queue, it is not a conference call, and Lync will allow the calls to be merged.)

APPLIES TO

MiCC for Lync (all versions)