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Consult transfer issue starting this morning

  • 1.  Consult transfer issue starting this morning

    Posted 24 days ago

    Anyone else seeing an issue with consult transfers this morning? We've noticed that if we consult to a queue and the first alerted agent doesn't answer the call, the consulting agent stops getting notifications for the call. They won't get notified in the UI that someone connects and won't get the buttons to finish the consult transfer.

    We're engaging our partner, but wanted to reach out to the community to see if anyone else is experiencing the issue to help narrow down where it's occuring. 


    #Telephony
    #Unsure/Other

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    Eric Berkshire
    NA
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  • 2.  RE: Consult transfer issue starting this morning
    Best Answer

    Posted 24 days ago

    Hello Eric, 

    This doesn't sound like expected behavior. I would be curious is anyone else is experiencing this. But keep working with your partner and possibly open a support case as they will need to look into this. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Consult transfer issue starting this morning

    Posted 24 days ago

    Thanks, Cameron. We have a critical case opened with Genesys now. Still trying to narrow it down to something local to our orgs vs widespread. 



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    Eric Berkshire
    NA
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    Original Message


  • 4.  RE: Consult transfer issue starting this morning

    Posted 24 days ago

    We are experiencing this too. Seems like the transfer option just randomly disappears for our agents when on a consult transfer. We also opened a ticket with Genesys regarding.



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    Christopher Syrett
    x
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    Original Message


  • 5.  RE: Consult transfer issue starting this morning

    Posted 24 days ago

    Hey Eric, 

    I just heard that this issue should now be resolved. Let me know if you are seeing anything different. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 6.  RE: Consult transfer issue starting this morning

    Posted 23 days ago

    thanks for posting, we have been experiencing a same issue for the last two days. The agent tries to consult transfer and call drops. got case open with Genesys as well.



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    Igor Dragoje
    Sr, System Eng.
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    Original Message


  • 7.  RE: Consult transfer issue starting this morning

    Posted 18 days ago

    Hi Dragoje,

    What is the current status, is that issue is resolved now. Have you got any update from the Genesys.



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    Thilak Kumar
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    Original Message


  • 8.  RE: Consult transfer issue starting this morning

    Posted 21 days ago

    Hi Eric.. I have a couple of customers reporting the same.  From another Genesys community page I found that only one consult is allowed which I feel is odd.  It is odd that 2 customers report the same issue in the same week.  I had logged a ticket with Genesys who have not confirmed yet what should be the behaviour and only point me to the comment on the Genesys community page which is sad.  They could not find any such document that states the same limitation.

    If there is any response from Genesys on this issue please provide an update. 

    Thanks



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    Dinshaw Mehershahi
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    Original Message


  • 9.  RE: Consult transfer issue starting this morning

    Posted 20 days ago

    Thank you for posting this.

    We ran into consult transfer issues last week as well. We had multiple agents reporting calls dropping when trying to do a consult transfer. It seemed to have cleared up Friday.



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    Tim Seneca
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    Original Message


  • 10.  RE: Consult transfer issue starting this morning

    Posted 20 days ago

    We are still waiting on an RCA. Genesys rolled back a change and the issue stopped occurring. 



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    Eric Berkshire
    NA
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    Original Message


  • 11.  RE: Consult transfer issue starting this morning

    Posted 20 days ago
    Edited by Jason Kleitz 20 days ago

    Seems there are more problems with those buttons. We have several of our agents that sometimes (not all of the time, which is a pain in the butt finding the actual problem)  the buttons don't do anything at all. To me that looks like a timing issue where the system tries to bind a click event to the buttons before they are even loaded on the page. Could be that the same code block is causing both issues? 

    We have a ticket open (through our partner). It's strange to me that we are the only ones with this problem in the whole wide world. Either some of our people are doing something strange sometimes. Or more people have this problem and yet it is not widely known. Strange either way.



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    Martijn Bos
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    Original Message


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