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Interaction Connect - Dialpad unavailable on Consult Transfer

  • 1.  Interaction Connect - Dialpad unavailable on Consult Transfer

    GCAP Member
    Posted 01-07-2019 10:37
    Hi all - when using IC and making a consultative transfer the dial pad is not available to use. This presents a problem whereby agents who are attempting to route customers through other IVR 's are unable to do so as they can't input the relevant DTMF digit.

    Anyone else experienced this and if so how (if you did) was it resolved?

    Cheers
    Mark
    #Omni-ChannelDesktop/UserInterface

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    Mark Oleksik
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  • 2.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    GCAP Member
    Posted 01-07-2019 11:36
    I know that this doesn't solve your problem, but you could use the alternate "consult" method of creating a new interaction for the outbound call to the IVR rather than using the transfer dialogue.  This allows you to have the full feature access of the client during the call, you just lose some of the visualization perks of the consult window and have to manage the calls differently.

    You'd have to drop and drag your two calls together to create your conference and then disconnect the top level interaction to disconnect yourself while leaving the other legs intact.

    I'd recommend submitting an idea request to have the dial pad added to the consult view in connect.  If you do that, I'd gladly give a vote.

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    Aaron Lael
    State of Utah
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  • 3.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    GCAP Member
    Posted 01-07-2019 11:40
    Thanks Aaron - idea already submitted!

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    Mark Oleksik
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  • 4.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    Posted 11-20-2020 16:35
    Hi Mark.

    Was this resolved in a subsequent release or patch?   We recently migrated to Pure Connect 2020, R2 (Patch 8) and experience this issue.

    Thanks.

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    Mr. Sean Siegrist
    Individual Only Contact Account
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  • 5.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    GENESYS
    Posted 11-23-2020 09:15
    hi All,

    We have prioritized a project to address this. This is on top of our queue and a team will soon start working on it. We will keep you updated.

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    Bishay Bishesh
    Genesys - Employees
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  • 6.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    Posted 11-23-2020 17:22
    Is there a ticket number for this as we had an agent experience this issue this morning?

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    Eric Allen
    Vervent Inc.
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  • 7.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    GENESYS
    Posted 11-24-2020 09:18
    The work is tracked under ASE-838 (Access Dial pad while doing a consult transfer in Interaction Connect).

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    Scott Thomas
    Director, Product Management
    PureConnect
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  • 8.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    Posted 02-04-2021 06:43
    Scott,

    Is there any indication when to expect this feature in connect? We have a customer that want to move from desktop to connect, but the agents are complaining about the dialpad. All options are declined by them and now they want to wait for the dialpad. Would be great to have any indication.

    Emil

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    Emil Oosterhof
    Frontline Solutions
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  • 9.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    GENESYS
    Posted 02-04-2021 09:08
    ASE-838 is almost complete and although it's always possible it could slip, right now it looks like it will be in 2021 R2.

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    Scott Thomas
    Director, Product Management
    PureConnect
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  • 10.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    GENESYS
    Posted 11-24-2020 11:08
    I'm curious, what station type are your agents using?

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    Paul Simpson
    Senior Technical Instructor
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  • 11.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    Posted 11-24-2020 11:27

    Hi Paul.  They are Managed Workstations, SIP SPs.  We also have Polycoms for physical phones.

     

    Sent from a wireless device.

     






  • 12.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    GENESYS
    Posted 11-24-2020 11:35
    Perhaps not an ideal solution, but for the SoftPhones, you can always right-click on the icon in the system tray and bring up a dialpad.
    Obviously, for the Polycoms, you have their physical keypad.

    Just a thought to try to help until there is a "proper" fix.

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    Paul Simpson
    Senior Technical Instructor
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  • 13.  RE: Interaction Connect - Dialpad unavailable on Consult Transfer

    Posted 11-24-2020 11:44

    Thanks Paul.  That is precisely what we instructed the agents to do.  ��