azbytniewski | 2021-12-17 10:51:50 UTC | #1
Hello, We have a strange situation using blind transfer to the queue with callback. The use case is like this:
Inbound call -> end call -> schedule callback -> callback begins -> customer answers the callback -> we click the Blind Transfer to the Queue button -> conversation is running forever (up to 14 days, then it is terminated automatically).
I tested some cases and when I disconnect the call right after the answer callback (either customer or agent side) and click the Blind Transfer button instantly ~1s after the disconnect, the call is still transferred and remains connected for up to 14 days. When I click button after disconnect after a while I get the alert "Failed to transfer interaction"
The destination queue is transferring to the inbound flow with IVR.
The question is: Can we somehow cover this situation with instant disconnect and not blind transferring to the queue using the button?
I am guessing that I click Blind Transfer to queue faster than the conversation status is updated.
Eos_Rios | 2021-12-20 13:35:34 UTC | #2
You probably need to engage customer support directly for this via a ticket for this so they can go over instance specific details and examples with you.
system | 2022-01-20 13:36:04 UTC | #3
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