Genesys Engage on-premises

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  • 1.  Conference functionality

    Posted 01-17-2019 14:07
    ​We are in the process of upgrading our platform, still staying with on-premise equipment but moving from a PBX environment to SIP with AudioCodes SBC.  Our current PBX does not allow for a conference feature that our end users want to have.  The scenario is that an agent has a caller that they want to transfer to another queue but it needs to be a warm transfer.  When the other queue is busy/has no currently available agents, they want to be able to toggle to the caller to let them know without losing their place in the busy queue.  Is anyone currently using that functionality or know if it's available?
    #SIP/VolP

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    Laurie Mrozinski
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  • 2.  RE: Conference functionality

    Posted 01-17-2019 14:21
    Laurie,

    I believe the functionality you're looking for is a Two-Step or Consult Transfer.  That is certainly a supported transfer model with Genesys and Audiocodes.

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    Ivan Ullmann
    Eventus Solutions Group
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