Transferred and conferenced calls

Last Updated : Aug 24, 2022 |

With personal call tracking, CMS tracks transferred and conferenced calls as follows:

  • Transferred and conferenced calls are tracked as held calls while the calls wait to be transferred or added to a conference.

  • When agents end a conference call, they return to the call state they were in before they set up the conference.

  • If an agent is talking, places the ACD call on hold to transfer the call, and then completes the transfer, the agent goes to the AVAIL state (Auto-In) or to the ACW state (Manual-In) following the transfer.

  • Transferred or conferenced unmeasured split, trunk group, or VDN calls are now tracked. Without personal call tracking, these calls were not tracked.