Genesys Cloud - Main

I know this is a little unorthodox, however, we have a customer that is set up this way and is experiencing issues with blind transfers. Has anyone had this same issue? 

Scenario: 
One agent in many queues 
Agent answers call in Queue A, she blind transfers the caller to Queue B (which she is also a member of). Once she wraps Queue A call up, she is then presented with the call she just transferred to Queue B. After about 9 seconds, (once the Queue A segment call finally ends and maybe the system refreshes??) the call segment that is in Queue B - with the same agent, ends abruptly. I can replicate it in my org too. It is only when the initial transferring agent receives the same call, but in another queue. I am assuming the system is associating that agent with the initial wrap up and done press, and then ends the second segment. 

If she consult transfers the issue will never occur, because she will never be presented with the second segment of the call. I have them using this as a work-around for now. 

Just curious if anyone else had this. 


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Angelia Harper
Avtex
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The conversation ID will be the same between the two calls, meaning that when the system disconnects the conversation for the participant, it is seen as the same thing since the API call just has the two fields - Conversation and Participant.   The only way around this would be to transfer to a number that routes back into the queue or to have a skill on the call that is removed after a set period that matches the wrap-up time.  I would report this, but don't see from the API how we can get around it.

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Robert Wakefield-Carl
Avtex
Contact Center Innovation Architect
robertwc@avtex.com
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