Genesys Engage on-premises

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Call Transfer issue in Onpremise

  • 1.  Call Transfer issue in Onpremise

    Posted 11-20-2023 12:43

    Hello All, I have an issue would like to share here in this community for your valuable suggestions.

    One of my business team placing the test call on prod TFN after entering the details, System is asking would you like to transfer the call to Vmail or queue, We are selecting VMAIL. Then call supposed to hit agent voice mail when agent is not ready state. but here call is hitting directly on agent extension number during not ready state. 

    Here agent call hitting based on the case assignments. So thats why we took one agent as an example based on case id, if the case ID assigned agent is not available then system is saying that agent is not available, However call is still hitting agent WDE softphone during not at desk time or not available time. 

    For this we have enabled Reject call not ready option as ON , in this case above condition is working , but warm transfers from other department was failing as agent extension setting enabled as move to voice mail during not ready state.

    We w would like to clear this first case, whenever agent is on not ready state, voicemail is enabled then call should go to agent voice mail, warm transfer also should work.

    Any thoughts where we can control these challenges , any options we can review further to address the challenge.


    Revanth Munigela
    Legato Health Technologies LLP

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