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Call state changed to System on trying to change-audience during consult transfer

  • 1.  Call state changed to System on trying to change-audience during consult transfer

    Posted 11-01-2017 23:24
    1. Intiated a consult transfer using https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/interactions/(interactionId)/consult/index.htm#post api call. 2.Got 201 created Response . (Caller ) Call state changed to Held. current audience is consult . (originalParty - false and consultedParty - true) 3.made the api call to change audience to caller . https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/interactions/(interactionId)/consult/(consultId)/change-audience/index.htm#resource with [ originalParty = true ,consultParty = false.] Got the consult message with same audience. But call state changed to System. Do we have to do any extra steps to change-audience ? Any configuration with custom scripts ? Why this is not changing the call state back to connected or ACD Assigned - User ?


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