Hi - I'm hoping that someone can assist with this. We recently migrated to PureConnect, and before we did, we tested the ability to pass IC notes from one user to another via transfer profiles.
However, when we went live, that process seemed to stop. We have re-tested in PROD and we can see the first agent type the notes into IC Notes and save them, but the moment the call is transferred, the notes disappear.
Now - here's where the monkey-wrench comes in...
If we attempt the same test via our training IVR - which is in the same PROD environment as our other IVRs, the IC Notes pass from one agent to another via transfer profile process works as expected.
I've reviewed BOTH transfer profiles and they're set up the same, so I can't see anything that would indicate an issue with the TP.
In addition, if the call is transferred from person to person, the IC notes follow with no issue.
Has anyone encountered this issue? And if yes, how did you resolve it?
Thanks in advance!
#Omni-ChannelDesktop/UserInterface------------------------------
Barry Farrington
PureConnect IVR/ACD Administrator
Long Term Care Partners, LLC
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