Are you using Persistent connections? If so, make sure they are using the Genesys interface to go between the calls and not the phone as it may disconnect the persistent connection if you disconnect another call on the phone itself.
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-02-2024 15:25
From: Claudette Reid
Subject: Call Drops When Agent Switch Between Line 1 & Line2
Hello Robert,
The issue occurs with the polycom phones.
No issue with WebCRT.
Original Message:
Sent: 1/2/2024 2:52:00 PM
From: Robert Wakefield-Carl
Subject: RE: Call Drops When Agent Switch Between Line 1 & Line2
Is this still an issue? Sounds like you might have an issue with the end device. Is this WebRTC?
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-10-2023 13:11
From: Claudette Reid
Subject: Call Drops When Agent Switch Between Line 1 & Line2
Hello,
Not sure if any of you had this issue;
- agent receives a dialer call and then a call to his extension.
- when he answers the extension call line and try to go back to the other line the calls drop
#Routing(ACD/IVR)
------------------------------
Claudette Reid
Financial Debt Recovery Limited
------------------------------