Genesys Cloud - Main

Hi All,

Has any one in the Community experienced intermittent issues with Consult Transfers in Genesys Cloud where the call automatically rolls over to the target (transferee) without  action from the user who initiates the transfer?

Our Receptionists have been experiencing this issue when they attempt to announce the caller to Client agents before transferring the call to them. Genesys Cloud automatically connects the caller to the Client agents and drops the Receptionists' from the Consult Transfer before they can complete it.

Any ideas on how to mitigate and/or resolved this issue will be greatly appreciated.

Regards,

LB

.   

Did you check the console logs and the conversation details?  Sounds like the regular transfer is being used instead of the conference transfer.  I would look at that first.  

Hi All,

Has any one in the Community experienced intermittent issues with Consult Transfers in Genesys Cloud where the call automatically rolls over to the target (transferee) without  action from the user who initiates the transfer?

Our Receptionists have been experiencing this issue when they attempt to announce the caller to Client agents before transferring the call to them. Genesys Cloud automatically connects the caller to the Client agents and drops the Receptionists' from the Consult Transfer before they can complete it.

Any ideas on how to mitigate and/or resolved this issue will be greatly appreciated.

Regards,

LB

.   

Thank you, Robert.

We captured Console, Network and Wireshark logs and, confirmed with Genesys engineers that the issue occurs when the agent station (client) fails to respond to an RTP packet request sent from Genesys Cloud within 10 seconds during a consult transfer interaction. Genesys Cloud would terminate the agent's leg of the call while keeping the caller and the target (transferee) on the call. This results in the call automatically rolling over to the target without the agent's intervention. We are working to find what prevents the agent's Genesys Cloud client from responding to RTP packet requests from Genesys Cloud during a consult transfer interaction.

Did you check the console logs and the conversation details?  Sounds like the regular transfer is being used instead of the conference transfer.  I would look at that first.  

Hi All,

Has any one in the Community experienced intermittent issues with Consult Transfers in Genesys Cloud where the call automatically rolls over to the target (transferee) without  action from the user who initiates the transfer?

Our Receptionists have been experiencing this issue when they attempt to announce the caller to Client agents before transferring the call to them. Genesys Cloud automatically connects the caller to the Client agents and drops the Receptionists' from the Consult Transfer before they can complete it.

Any ideas on how to mitigate and/or resolved this issue will be greatly appreciated.

Regards,

LB

.