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Transfer a call on behalf of a Queue

  • 1.  Transfer a call on behalf of a Queue

    Posted 11-05-2021 12:50
    We have a customer who receives calls on a customer Queue, if they need to do a warm transfer of that call to an external number they want the Calling Party Name and Calling Party Number of the customer Queue to be presented to the transferred party.  What is showing up is the Caller ID and Caller Name of the Trunk Group assigned for outbound on the site.  What the customer would like is the ability to do a warm transfer and have the ability to transfer on behalf of a queue.  Today they can make an outbound call on behalf of the queue but not a transfer.  Wondering if there is a workaround or am I perhaps missing some permissions?  Thanks.
    #AskMeAnything(AMA)
    #DigitalChannels
    #Outbound
    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: Transfer a call on behalf of a Queue

    GENESYS
    Posted 11-08-2021 12:51
    Hi Martin - could you be able to provide a conversationID example I can look at to see what is being attached to the conversation.  Ideally, I'd like the region, orgID, and an example or two.

    If you'd prefer to email me directly - my email is chris.bohlin@genesys.com.

    Thanks,
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: Transfer a call on behalf of a Queue

    GCAP Member
    Posted 11-08-2021 21:50
    @Chris Bohlin I am interested how this issue was resolved​

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    Vincent Sabolboro
    ATB Financial
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  • 4.  RE: Transfer a call on behalf of a Queue

    Posted 11-09-2021 10:43
    The issue has not been resolved, but Genesys is having another look at offering this capability. Hopefully, we will something back shortly.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 5.  RE: Transfer a call on behalf of a Queue

    Posted 11-15-2021 09:19
    Edited by Rodrigo Hernandez 11-15-2021 09:20
    do you use Genesys Cloud BYOC or Premise EDGE?

    Genesys Voice or Third party SIP carrier?


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    Rodrigo Hernandez
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  • 6.  RE: Transfer a call on behalf of a Queue

    Posted 11-15-2021 11:42
    Rodrigo, in our case the customer is using Genesys Cloud Voice.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 7.  RE: Transfer a call on behalf of a Queue

    Posted 11-30-2021 07:05
    I have the same situation, we need to transfer out on consult or blind but we need to do on behalf of a queue to display the correct CLI due to the global reach.  Agents don't have a DDI due to the global calling and routing policies and Telco restrictions, so I am stuck at the moment

    Has anyone found a way to do this?

    Andy

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 8.  RE: Transfer a call on behalf of a Queue

    Posted 11-30-2021 11:50
    I created an Idea for this capability.  The ability for an agent to transfer a call on behalf of a queue. DIG-I-1002

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 9.  RE: Transfer a call on behalf of a Queue

    Posted 11-30-2021 12:35
    Great stuff, 1 of the many things that need added

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 10.  RE: Transfer a call on behalf of a Queue

    Posted 11-30-2021 16:51
    Here is what I would do:
    1. Create a script with transfer buttons or a drop-down/text field for the number to transfer to.
    2. Make an outbound call using a data action and calling /api/v2/conversations/calls and replace outbound caller ID
    3. Conference the two interactions using /api/v2/conversations/calls/{conversationId}
    4. Disconnect agent from conversation using /api/v2/conversations/calls/{conversationId}/participants/{participantId}/communications/{communicationId} with the agent participant ID

    A bit messy, but workable.  You just put them all in a single Custom Action in the script.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 11.  RE: Transfer a call on behalf of a Queue

    Posted 12-01-2021 03:54
    As much as I like Cloud, there seems to be lots of workarounds that happen out of the box on other products

    Thanks, I will take a look at that

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 12.  RE: Transfer a call on behalf of a Queue

    Posted 12-01-2021 10:06
    True, there are things where we ask "why is that not in there", but there are a hundred other things that say "boy I wish I had that on my old product".  Out of the box is also a misnomer - there is no box!  All features are based on API's and if there is no API (as in your request).  The nice thing is that there is work for this being planned.  In all these cases, be sure to submit an idea on the AHA site to allow the product to evolve.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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