Genesys Cloud CX

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  • 1.  Warm transfer to a user - timeout

    Posted 06-06-2019 01:26
    Dear PureCloud

    Hope you are well.

    We are investigating the Timeout to do a warm transfer to a user and we are finding the system is defaulting to 30 seconds before transferring to the PureCloud voicemail.

    In the organisation settings there appears to be a timeout setting "The number of seconds to alert the user before the call rolls over to voicemail." We updated this and it did not correspond to the transfer function.

    We are curious if there is an option to change this please?
    #Telephony

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    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
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  • 2.  RE: Warm transfer to a user - timeout

    Posted 06-20-2019 10:04
    Edited by Cole Callahan 06-27-2019 13:14
    Hi Samuel!

    Great question to bring to the community, but it looks like it may have gone unanswered! In the most recent episode of the PureCloud Community Q&A Show, PureCloud Legend @George Ganahl shares his analysis on your question! Check it out! ​ ​

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
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  • 3.  RE: Warm transfer to a user - timeout

    Posted 06-20-2019 18:31

    Hello Cole

    Hope you are well, and thank you for letting me know.

    To help clarify, the transfer I was referring to was a user to user transfer. In this scenario, for example, Cole is on a call with a customer and wants to transfer to another agent, George. Cole hits the warm transfer button and waits to talk to George. George doesn't pickup his phone, and after 30 seconds Cole hears Georges PureCloud voicemail.

    Is there anywhere to change this 30 seconds timeout?

    George's user settings are currently set to timeout at 12 seconds (People > Phone > Timeout Seconds).
    George's Queue settings are currently set to timeout at 18 seconds.
    The Org's settings are currently set to timeout at 12 seconds.

    Please let me know if I could help to explain further.



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    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
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  • 4.  RE: Warm transfer to a user - timeout

    GENESYS
    Posted 07-15-2019 13:26
    Samuel, I was just trying to reproduce the behavior you describe (30-second timeout before going to voicemail when doing a consult transfer) and I cannot do so. For me, the consult call times out at the number of seconds specified on the Phone tab in the receiving user's settings.

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Warm transfer to a user - timeout

    GENESYS
    Posted 08-12-2019 12:37
    @Samuel Polgar do you have an update on this topic? ​​

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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  • 6.  RE: Warm transfer to a user - timeout

    Posted 08-13-2019 03:23
    Hello George

    Please accept my apologies for the delay.

    Yes, that is working and timing out after 10 seconds now, I did not need to change anything.

    Thank you once again for looking into it.

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    Thanks and regards
    Samuel Polgar
    CVT (Global) Pty Ltd
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  • 7.  RE: Warm transfer to a user - timeout

    GENESYS
    Posted 08-13-2019 10:38
    Ok. Thanks!

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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