Why does a VCC user shows as still handling a call in AGUI when the call was transferred through their physical device or VOD?
Best practice suggests that transferring calls be made through the VCC platform and not through VOD or physical device.
If a VCC call is transferred through VOD or the physical device, the user that performed the transfer will still show as Busy or handling in VCC AGUI until either parts disconnect the call.
Scenario: Agent A receives a call from a Customer and then transfers the call through his physical device to Agent B.
Agent A will still shows as in a conversation with Customer, even though the Customer has been transferred to agent B.
If agent A disconnects the call in VCC AGUI, it will disconnect the call between Agent B and Customer. Agent A will show as Busy until the conversation between Agent B and Customer ends.