We have our Org setting (Fedramp) setup to strip the skill for blind transfers (turned ON) but when we do blind transfers, the skills seem to still get passed on to the transferred queue. As a result, if the 2nd agent doesn't have the skill assigned (only the transferred Queue) even though he is OnQueue, the call never gets to him. When doing consult transfer, the skill doesn't get passed on so it's working fine with this method. I also noticed that when I compare a consult vs a blind transfer, the Interaction details for consult only shows 1 Queue in Participant data whereas when I do blind transfer it shows both Queues with the same skill under it.

Anyone seeing this in their environment as well? I have a case open already but trying it here as well. TIA.

Hi Jonathan,

You have probably already heard back on your ticket but one of our customers also had this.

 The current short term workaround suggested by Genesys is to turn off the Callbacks Preserve Routing Data from Original Call setting within the organization settings. This fixed the symptoms.

Genesys have advised there is a fix in testing and will be applied in the near future.

Cheers,

We have our Org setting (Fedramp) setup to strip the skill for blind transfers (turned ON) but when we do blind transfers, the skills seem to still get passed on to the transferred queue. As a result, if the 2nd agent doesn't have the skill assigned (only the transferred Queue) even though he is OnQueue, the call never gets to him. When doing consult transfer, the skill doesn't get passed on so it's working fine with this method. I also noticed that when I compare a consult vs a blind transfer, the Interaction details for consult only shows 1 Queue in Participant data whereas when I do blind transfer it shows both Queues with the same skill under it.

Anyone seeing this in their environment as well? I have a case open already but trying it here as well. TIA.

Richard,

Thank you for the response! I haven't heard back from Genesys Support yet so this is definitely helpful info. I suppose I have a follow up question regarding what impact it would have if we disable "Callbacks Preserve and Routing Data and Original Call". I couldn't find much documentation on this parameter online unfortunately.

Hi Jonathan,

You have probably already heard back on your ticket but one of our customers also had this.

 The current short term workaround suggested by Genesys is to turn off the Callbacks Preserve Routing Data from Original Call setting within the organization settings. This fixed the symptoms.

Genesys have advised there is a fix in testing and will be applied in the near future.

Cheers,

We have our Org setting (Fedramp) setup to strip the skill for blind transfers (turned ON) but when we do blind transfers, the skills seem to still get passed on to the transferred queue. As a result, if the 2nd agent doesn't have the skill assigned (only the transferred Queue) even though he is OnQueue, the call never gets to him. When doing consult transfer, the skill doesn't get passed on so it's working fine with this method. I also noticed that when I compare a consult vs a blind transfer, the Interaction details for consult only shows 1 Queue in Participant data whereas when I do blind transfer it shows both Queues with the same skill under it.

Anyone seeing this in their environment as well? I have a case open already but trying it here as well. TIA.

Hi Jonathan,

Here is the release note from 20 January:

Preserve routing information for callbacks and voicemails

Administrators can now preserve such routing information as skills, language, and priority from original calls for callbacks and ACD voicemails. This feature ensures that callbacks and voicemails retain the routing details from the original call, such as assigned skills, language preferences, and priority. With this enhancement, Genesys Cloud helps connect customers to agents who are best suited to handle their specific needs. This setting applies to agent first callbacks including in-queue callbacks, scheduled callbacks, skilled campaign callbacks, and ACD voicemails. For example, when an inbound call creates a callback request, the system now retains the original interaction's routing data, including skills (such as technical expertise), language (such as Spanish or French), and any defined priority.

Because this is a new feature which we haven't relied on in our designs turning this option off as a temporary fix was no big deal for us.

As soon as Genesys release the fix we will turn this option back on so we can take advantage of it.

Thanks,

Richard,

Thank you for the response! I haven't heard back from Genesys Support yet so this is definitely helpful info. I suppose I have a follow up question regarding what impact it would have if we disable "Callbacks Preserve and Routing Data and Original Call". I couldn't find much documentation on this parameter online unfortunately.

Hi Jonathan,

You have probably already heard back on your ticket but one of our customers also had this.

 The current short term workaround suggested by Genesys is to turn off the Callbacks Preserve Routing Data from Original Call setting within the organization settings. This fixed the symptoms.

Genesys have advised there is a fix in testing and will be applied in the near future.

Cheers,

We have our Org setting (Fedramp) setup to strip the skill for blind transfers (turned ON) but when we do blind transfers, the skills seem to still get passed on to the transferred queue. As a result, if the 2nd agent doesn't have the skill assigned (only the transferred Queue) even though he is OnQueue, the call never gets to him. When doing consult transfer, the skill doesn't get passed on so it's working fine with this method. I also noticed that when I compare a consult vs a blind transfer, the Interaction details for consult only shows 1 Queue in Participant data whereas when I do blind transfer it shows both Queues with the same skill under it.

Anyone seeing this in their environment as well? I have a case open already but trying it here as well. TIA.