Hi,

I know that the feature of transfer to an external number by an agent (telephone numbers doesn't exist on the Purecloud>Contact) is not supported on the Purecloud (only numbers entered in Purecloud), I want just to see if this feature will be available in the next feature enhancement of Purecloud dev team plan

The customer requested me this question

Thank you in advance

Have you tried entering the phone number in the Transfer field? I was working on another post regarding CallerID on an external Consult Transfer from an agent, and I had no trouble typing in the number to be called, hitting the Enter key to register it in the field, and placing the call.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 08-03-2018 08:04
From: Oudderhem Mostafa
Subject: Transfer by agent to an external number

Hi,

I know that the feature of transfer to an external number by an agent (telephone numbers doesn't exist on the Purecloud>Contact) is not supported on the Purecloud (only numbers entered in Purecloud), I want just to see if this feature will be available in the next feature enhancement of Purecloud dev team plan

The customer requested me this question

Thank you in advance

Hi George, thanks for the reply
When I type the external number on the transfer field, the transfer button will become grayed, however when we choose an internal contact (already defined in Purecloud directory) the transfer button works

I don't think this feature is support by Purecloud for external numbers (not included in Purecloud directory)

Could you confirm ?

Thank you

Original Message:
Sent: 08-03-2018 12:31
From: George Ganahl
Subject: Transfer by agent to an external number

Have you tried entering the phone number in the Transfer field? I was working on another post regarding CallerID on an external Consult Transfer from an agent, and I had no trouble typing in the number to be called, hitting the Enter key to register it in the field, and placing the call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 08-03-2018 08:04
From: Oudderhem Mostafa
Subject: Transfer by agent to an external number

Hi,

I know that the feature of transfer to an external number by an agent (telephone numbers doesn't exist on the Purecloud>Contact) is not supported on the Purecloud (only numbers entered in Purecloud), I want just to see if this feature will be available in the next feature enhancement of Purecloud dev team plan

The customer requested me this question

Thank you in advance

Here is an example of the Blind Transfer dialog before pressing <Enter>:
If your external number looks like the above, you cannot click the Transfer button because the number has not yet been "entered".

Here is what the dialog should look like:

Note the appearance of the remote number. This is after pressing the <Enter> key to "enter" the number to be called. Now it allows me to click the Transfer button, and it completes the call.

I don't know if that is what you are seeing in your interface?

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 08-16-2018 03:45
From: Oudderhem Mostafa
Subject: Transfer by agent to an external number

Hi George, thanks for the reply
When I type the external number on the transfer field, the transfer button will become grayed, however when we choose an internal contact (already defined in Purecloud directory) the transfer button works

I don't think this feature is support by Purecloud for external numbers (not included in Purecloud directory)

Could you confirm ?

Thank you

Original Message:
Sent: 08-03-2018 12:31
From: George Ganahl
Subject: Transfer by agent to an external number

Have you tried entering the phone number in the Transfer field? I was working on another post regarding CallerID on an external Consult Transfer from an agent, and I had no trouble typing in the number to be called, hitting the Enter key to register it in the field, and placing the call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 08-03-2018 08:04
From: Oudderhem Mostafa
Subject: Transfer by agent to an external number

Hi,

I know that the feature of transfer to an external number by an agent (telephone numbers doesn't exist on the Purecloud>Contact) is not supported on the Purecloud (only numbers entered in Purecloud), I want just to see if this feature will be available in the next feature enhancement of Purecloud dev team plan

The customer requested me this question

Thank you in advance

That most likely is the fix, but it's a poor design that could easily be fixed by including an "enter key" action when hitting the transfer button.  A lot of my users don't realize this is how to do it b/c it is not intuitive.

------------------------------
Ramsey Miller
Associated Credit Union of Texas
------------------------------

Original Message:
Sent: 08-16-2018 09:59
From: George Ganahl
Subject: Transfer by agent to an external number

Here is an example of the Blind Transfer dialog before pressing <Enter>:
If your external number looks like the above, you cannot click the Transfer button because the number has not yet been "entered".

Here is what the dialog should look like:

Note the appearance of the remote number. This is after pressing the <Enter> key to "enter" the number to be called. Now it allows me to click the Transfer button, and it completes the call.

I don't know if that is what you are seeing in your interface?

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 08-16-2018 03:45
From: Oudderhem Mostafa
Subject: Transfer by agent to an external number

Hi George, thanks for the reply
When I type the external number on the transfer field, the transfer button will become grayed, however when we choose an internal contact (already defined in Purecloud directory) the transfer button works

I don't think this feature is support by Purecloud for external numbers (not included in Purecloud directory)

Could you confirm ?

Thank you

Original Message:
Sent: 08-03-2018 12:31
From: George Ganahl
Subject: Transfer by agent to an external number

Have you tried entering the phone number in the Transfer field? I was working on another post regarding CallerID on an external Consult Transfer from an agent, and I had no trouble typing in the number to be called, hitting the Enter key to register it in the field, and placing the call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 08-03-2018 08:04
From: Oudderhem Mostafa
Subject: Transfer by agent to an external number

Hi,

I know that the feature of transfer to an external number by an agent (telephone numbers doesn't exist on the Purecloud>Contact) is not supported on the Purecloud (only numbers entered in Purecloud), I want just to see if this feature will be available in the next feature enhancement of Purecloud dev team plan

The customer requested me this question

Thank you in advance