How does agenTel transfer a call to an agent?
On analogue lines a transfer is done using the hookflash protocol, just as you do with your regular analogue phone. On digital and VoIP lines, however, it is more complicated. There are two possibilities: If the PBX offers a transfer protocol that is compatible with agenTel (ISDN: ECT, Q.SIG path replacement, Route Optimization, VoIP: H450), this protocol can be used. If the PBX does not have such kind of a protocol, agenTel can use call tromboning: agenTel dials out on a second line and connects both lines (this requires additional telephony lines on agenTel and the lines stay busy as long as the caller is speaking to the agent). Fortunately, agenTel is integrated out-of-the-box with many commonly used PBXs. However, if you have any doubt, contact your local sales organisation. In addition (from agenTel 6.0 onwards), agenTel can also transfer calls via the TAPI link.
