Transfered Queue Calls

[melliott]

Some of our queue calls are transferred back out to another agency. These calls remain active even once the transfer has taken place and the agent hangs up. This of course is affecting the agent/queue stats and SLA's. What can I look for in this situation to resolve?

Thanks!!

[QueueMetrics]

Very likely you are using attended transfers - unfortunately in Asterisk they do not work for ACD calls. This is  a major annoyance everybody hates.... 
Anyway, you should use unattended transfers ( the #) and they will track completion correctly.

See http://lists.digium.com/pipermail/asterisk-users/2006-March/145902.html

[melliott]

We are required to do these attended xfers to announce the client to the 3rd party, is there anything else we can do?

[QueueMetrics]

As a real-life solution, I usually suggest my clients to first make a new call to announce the caller, then hang up and do the unattended transfer. Or do the unattended transfer to a parking space and then open up another call and connect the destination to the parking slot.