Genesys Cloud (formerly PureCloud)

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Consult while on a consult?

  • 1.  Consult while on a consult?

    Top 25 Contributor
    Posted 09-18-2020 00:50
    Anybody know of what limitations there may be on on "nested" consult calls?


    1. Customer is talking to Agent A via Queue A
      1. Agent A consults to Agent B via Queue B
        1. Agent B consults to Agent C
          1. Agent C then tries to consult to Queue D and it "fails".  Looking up the conversation either in the API or in the interaction timeline I don't even see this agent's attempt to consult to that Queue D


    Vaun McCarthy
    NTT New Zealand Limited