Hello Daniel
The observed behaviour is as expected. The inbound call is to the Group Extension and the Call is part of this group.
The Agent then forwards the Call (Consult Transfer) to the same number, hence why the Group name is displayed again.
Only once an Agent has picked up the call can PureCloud show which Agent the call has gone to.
Regards
Christoph
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Christoph Hadtstein
Genesys - Employees
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Original Message:
Sent: 08-12-2019 23:41
From: Daniel Felice
Subject: Group display issues
Hello!
We have 5 users on a group called "Concierge" who have been having few issues recently.
1. When transferring a call to someone internally (call originates externally) PureCloud displays both the original call and who the call is being transferred to as the same. You can see the photo of the person the call is being sent to however the number being displayed is that of the original call. This only happens to calls to a group. If I call the individual, it works as expected. See attachment for reference.
2. The incoming number when the call is ringing is being displayed as the name of members of the group. For example, one call might say "John" instead of the incoming caller ID. Next call it'll be "Mary". Once the call is answered the incoming caller ID is displayed.
Any help would be appreciated!
Thanks,
#Telephony
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Dan
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