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Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

  • 1.  Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    Posted 11-30-2020 14:01
    Hello all,

    We've ran into a recent issue after our upgrade to 2020 R2 Patch 7. Curious if anyone else has ran into this. The issue is when we create a new Attendant profile and set the Transfer Target setting to > Allow Calls to be transferred to this profile. The new attendant profile will NOT show up for us when using Int. Desktop or Int. Connect when transferring a call. Attendant profiles created prior to the upgrade can be transferred to.

    We've checked permissions and granted explicit permission to search for the profile from within Int. Admin.

    The only way we've found to fix this is to reboot the IC server or switchover and then we can successfully search for the attendant profile when attempting to transfer a call from Int. Desktop or Int. Connect.

    Anyone else ran into this? I've also successfully replicated this in our 2020 R2 P7 Dev environment. 
    Thinking this may be a regression introduced at some point. We have an open ticket w support but no SCR identified or fix as of yet.

    Thanks
    #Routing(ACD/IVR)
    #SystemAdministration

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    Shane Jenkins
    SAIC
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  • 2.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    Posted 11-30-2020 20:47
    does doing a double publish in attendant. Then logging out of Desktop / connect for 5 min then re-logging refresh it? that should build a new session (2 minute timer) and should update it all if not sounds like something is hanging up in SM or CS.

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    ryan hedlund
    Stericycle
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    Original Message


  • 3.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    Posted 12-01-2020 03:09
    We have the same problem. Genesys confirmed that this is a bug: SCR IC-159471

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    Andreas Tikart
    Fiebig GmbH
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    Original Message


  • 4.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    Posted 12-03-2020 13:52
    Thanks for the replies!

    Andreas, do you have any additional info on that SCR? I tried adding it and it only says Working. Unsure if they plan to patch is back to 2020 R2, etc. Support is still attempting to replicate the behavior on our ticket.

    Thanks again!

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    Shane Jenkins
    SAIC
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    Original Message


  • 5.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    GENESYS
    Posted 12-04-2020 09:49
    This SCR is in progress. I have noted this thread in the SCR notes so that R&D is aware. Here are the steps to reproduce noted in the SCR:

    • Create a new Profile on Attendant
    • Check the Transfer Target to allow calls to transfer to the profile
    • Create a new schedule and transfer to a workgroup
    • Make sure the user has rights to search, modify and view the Attendant Profile( Reference: https://help.genesys.com/pureconnect/mergedProjects/wh_iat/desktop/rights_required_to_use_attendant.htm)
    • Login to Interaction Connect, answer an ACD Call
    • Click on Transfer and search for the Attendant Profile, no results showing
    • Perform a switchover
    • Login again on Interaction Connect and pick up an ACD Call
    • The Attendant Profile is now showing to be able to transfer the call


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    Scott Thomas
    Director, Product Management
    PureConnect
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    Original Message


  • 6.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    Posted 12-04-2020 10:31
    Thanks Scott! Any idea if this will be patched in 2020 R2?

    Thanks again.

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    Shane Jenkins
    SAIC
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    Original Message


  • 7.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    GENESYS
    Posted 12-07-2020 09:44

    Hi.  Developer here.  We are assessing risk associated with the SCR to determine if it will be patchable.  There's no guarantee it will make it into 2020r2, but I'd say that it's more likely than not.  

    Thanks.

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    Benjamin Sample
    Genesys - Employees
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    Original Message


  • 8.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    Posted 12-16-2020 08:43
    can someone provide me the versions / releases affected by this bug?
    we are running mainly 2020 R2, but also other versions..

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    Vincent Heijmans
    BMW Group Munich
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    Original Message


  • 9.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    GENESYS
    Posted 12-16-2020 08:51
    We are still investigating the SCR, and aren't yet sure what the cause of it was.  At this point we're assuming it's been around forever so it would affect all releases.  Pending risk assessment, it's slated to be fixed in 2020r2 forward.

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    Benjamin Sample
    Genesys - Employees
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    Original Message


  • 10.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    Posted 12-16-2020 09:53
    This issue did not exist in 2019 R1 P14, so it hasn't been around that long. The issue was introduced into our environment when we upgraded to 2020 R2 P7.


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    Brandon Weaver
    SAIC
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    Original Message


  • 11.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    GENESYS
    Posted 12-16-2020 13:14
    Good to know. Thanks. I'll makes sure the developer on my team that is working on this knows this so that we can see if anything that changed between those two releases could be at fault.

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    Benjamin Sample
    Genesys - Employees
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    Original Message


  • 12.  RE: Unable to transfer to Attendant Profile from Int. Desktop or Int. Connect

    GENESYS
    Posted 12-19-2020 12:51

    Just as an update, we found the problem and have confirmed this was broken in 2020r1.  We are working with the team that broke it to fix the issue properly. We as developers don't like to break things that are working, so if we ever do we usually make sure to give it the priority it deserves when considering the patch request.  Thanks again @Brandon Weaver for pointing out that it was working as expected in an earlier release as it helped us get to the root cause of the issue.



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    Benjamin Sample
    Genesys - Employees
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    Original Message


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