Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Agent Transfer of ACD Call to External Number

    Posted 12-13-2019 18:20
    ​Is it not possible for an agent to transfer an ACD call to any external number?  It seems to only work if the number I want to transfer to is associated to a External Contact. 

    Scenario is:

    Agent goes on queue
    Accepts a call
    Selects Transfer or Consult
    Enters Number
    Transfer/Consult button disabled.

    I enter the number but when a mouse over the Consult button a red circle with a line appears, so cannot start the consult.  The number entered is dialable from PureCloud as an outbound call.  Tried +1 or 1 with the 10 digits or just the 10 digits.​
    #Telephony

    ------------------------------
    Kelly Wilson
    Aria Solutions
    ------------------------------


  • 2.  RE: Agent Transfer of ACD Call to External Number
    Best Answer

    Posted 12-14-2019 06:03
    Hello @Kelly Wilson

    In order to make a consult transfer :

    • Enter the number in the field 
    • Validate the number by pressing the Enter key button
    • Click Consult

    Best regards,

    CHARAF


    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------

    Original Message


  • 3.  RE: Agent Transfer of ACD Call to External Number

    Posted 12-16-2019 13:46
    Thanks for the reply.  Hit enter after entering the number did it.

    ------------------------------
    Kelly Wilson
    Aria Solutions
    ------------------------------

    Original Message


  • 4.  RE: Agent Transfer of ACD Call to External Number

    Posted 12-14-2019 06:03
    Edited by Paulo Mesquita do not use 12-14-2019 15:51
    Hi Kelly,

    Did you press enter after entering the phone number?

    Transfer


    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 5.  RE: Agent Transfer of ACD Call to External Number

    Posted 12-15-2019 17:03
    I have a similar issue where if i forward an extension to an external destination i can not do a consult transfer to the extension.
    Forwarding to an external contact works however agents are attempting to transfer a call to an internal user.
    The agent doesn't know that the person has set forwarding so will not know that they need to transfer to an external contact.

    I and support do not know how to fix this issue which has been going on for 5 months now.

    ------------------------------
    Mark d'Auvergne
    Global Talk Pty Ltd.
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources