Agent releasing calls on cordless headset?

[schupp]

Problem
Call comes into agent; agent needs to conference in a manager; agent then needs to hang-up (after joining the two and explaining what going on) without hanging up the other two. When the agent hangs up the others are disconnected from each other.

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Partial fix
Here are the instructions that were given that work for most agents
-You and caller on phone
-Press conference
-Dial extension
-Announce caller and press conference
-Once you have completed your part of the conversation press your headset button to hang-up

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Information
-Agents are using Plantronics CS50 cordless headset and these steps will not work for them as they may not be at their desks
-None of the agents have hand sets (they disconnected them)
-Using 6416 set types with zip tones and release button

 

[colby007]

Set Disconnect supervision to y on both in and out on the trunk group. However read the documentation regarding toll fraud.

 

[SF0751]

In the Feature-Related System Parameters (cha sys fea), do you have "Transfer Upon Hang-Up?" set to Yes?

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[schupp]

SF0751
Transfer Upon Hang-up is set to no.

 

[SF0751]

Change it to "yes" and you should be all set.

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison