Genesys Cloud - Main

Hi Everyone.

So, I have here a queue with an auto-answer enabled. So, all the calls that flows to this queue, are being received by the agents with auto-answer, and of course without an alert.

But sometimes, this agent needs to transfer this call to another agent, that does not have the auto-answer enabled.

We tried a consult transfer, a blind transfer, and a conference, and in all the scenarios, the second agent does not receive an alert. And there is no way to know that a call is ringing. Only if he still always looking into the interactions window.

We tested if a different browser, and is the same scenario.

I noted that, if I disable the auto-answer from the first queue, the agent gets the alert. But I cannot do that. And, if this second agent receives an inbound, or an internal call, the alert works well.

Has anyone faced the same issue?

If yes, which solution did you implemented?

Hello Gabriel,

Welcome to the Community! I'm not sure if I've seen this behavior before. If Agent A is transferring to Agent B, that would be considered a direct transfer, rather than queue-based routing and shouldn't be affected by auto answer. If you can recreate this behavior on demand, I would recommend opening a case with Product Support and having them take a look at what the logs say. Please let me know your case number so that I can help monitor the issue as well.

Hi Everyone.

So, I have here a queue with an auto-answer enabled. So, all the calls that flows to this queue, are being received by the agents with auto-answer, and of course without an alert.

But sometimes, this agent needs to transfer this call to another agent, that does not have the auto-answer enabled.

We tried a consult transfer, a blind transfer, and a conference, and in all the scenarios, the second agent does not receive an alert. And there is no way to know that a call is ringing. Only if he still always looking into the interactions window.

We tested if a different browser, and is the same scenario.

I noted that, if I disable the auto-answer from the first queue, the agent gets the alert. But I cannot do that. And, if this second agent receives an inbound, or an internal call, the alert works well.

Has anyone faced the same issue?

If yes, which solution did you implemented?

Hi Everyone.

So, I have here a queue with an auto-answer enabled. So, all the calls that flows to this queue, are being received by the agents with auto-answer, and of course without an alert.

But sometimes, this agent needs to transfer this call to another agent, that does not have the auto-answer enabled.

We tried a consult transfer, a blind transfer, and a conference, and in all the scenarios, the second agent does not receive an alert. And there is no way to know that a call is ringing. Only if he still always looking into the interactions window.

We tested if a different browser, and is the same scenario.

I noted that, if I disable the auto-answer from the first queue, the agent gets the alert. But I cannot do that. And, if this second agent receives an inbound, or an internal call, the alert works well.

Has anyone faced the same issue?

If yes, which solution did you implemented?