![]() This approach saves a lot of time and limits the number of hand-offs involved in the transfer process. ![]() In a cold transfer, you keep the customer on the line, connect to the third-party, and disconnect from the call only after the third-party picks up the transferred call. For many call centers, the warm transfer is not a realistic way to handle high call volumes. This process can also be very time consuming, especially if you are in a high call volume situation. The problem with warm transfers is that there are many different connections and processes going on that are subject to user error, and these errors can lead to the customer being disconnected and having to start all over again. There is clear communication between the customer and the initial contact, then between the initial contact and the third-party, and finally, an in-person introduction to confirm that the customer has been transferred to the third-party before leaving the conversation. Warm transfers provide superior customer service because they make sure the customer is taken care of every step of the way. During a warm transfer, you put the caller on hold, connect to the third-party, identify yourself to the third-party, conference everyone together, introduce the customer to the third-party, and disconnect from the conference. There are three types of transfers recognized in the AWS Connect:Ī warm transfer is the best way to handle any transfer within a call center or phone system. Cold transfers all you to make the handoff without risking a costly fumble. What happens in the handoff could make or break the customer’s experience, and customer experience will make or break your business.īecause of this, it is important for you to understand what a transfer is and how it works within the AWS Connect. But this is also a dangerous time for any customer service interaction. One of the most common tasks performed in any contact center application or phone system is the simple call transfer. We have fixed and merged this in CF2016 AMIs on Amazon.There’s a right way and a wrong way to set up call transfers in Amazon Connect, and it could make all the difference between a customer’s experience with your contact center. This was an issue with Amazon side and is very sporadic in nature. When we asked Anit what the issue was, this was his reply: Check the Edition by clicking on the System Information (“I” icon on right hand side top).Īnit said we could just apply the patch to the cfusion instance, however we ended up applying it to it and another CF instance while waiting for a response.Rename the enclosed cfusion-req.jar.123 to cfusion-req.jar and save it on the location mentioned in Step 1.Take a backup of this original jar file and delete it.Navigate to the \ColdFusion11\cfusion\lib and search for “cfusion-req.jar”.Here were the steps taken to apply patch: ![]() jar fileġ2:38 AM: Server now on Enterprise license correctly Here was the timeline (Central Time):Ĩ:12 PM: Posted issue on CFML Adobe Slack channelĨ:21 PM: Emailed PM: Anit Kumar responds to Slack from homeġ2:10 AM: Anit Kumar responds via email with new. I also ran this issue by the “Adobe” CFML Slack Channel. The way I was able to resolve this issue was to send an email to I included my AWS Account number. But instead the license reverted to developer edition without warning. The license is supposed to be a Enterprise level license which can support very large traffic. This meant that only two distinct visitors would be able to view our production sites at any given time. The additional IP addresses accessing ColdFusion are: 0.0.0.0,0.0.0.0 The specific sequence of files included or processed is: C:\ColdFusion11\Main\wwwroot\CFIDE\administrator\templates\secure_profile_error.cfm” The Developer Edition supports access by any IP address, but only two at a time, apart from the localhost. Already two IP addresses are accessing ColdFusion concurrently. License Error.You tried to access the Developer Edition from IP address (0.0.0.0). What we noticed was that the log files were getting large quite fast with these entries: We are still migrating sites to the EC2 instance and it is still in its infancy. We subscribe to the Adobe ColdFusion 11 license on a monthly basis using the Amazon Machine Image (AMI) Store. We have a ColdFusion 11 server hosted on Amazon’s Web Service (AWS) Elastic Compute Cloud (EC2).
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